Cybergriping: Violating the Law while E-Complaining

Authors

Juline E. Mills, Purdue UniversityFollow
Brian J. Tyrrell, Richard Stockton College of New JerseyFollow
William B. Werner, University of Nevada, Las VegasFollow
Robert H. Woods, University of Nevada, Las VegasFollow

Program Web Address

www.cfs.purdue.edu/HTM

Abstract

The emergence of Web communications has given rise to complaint sites which serve as central forums for both consumers and employees to share their bad experiences. These complaint sites provide for cybergriping in various forms. This paper explores the concept of cybergriping and its relevance to the hospitality and tourism industry from employee and customer perspectives. Court cases in which cybergriping played a key role are reviewed, and recommendations are offered on how hospitality and tourism businesses can address the problem of cybergriping.

Recommended Citation

Mills, Juline E.; Tyrrell, Brian J.; Werner, William B.; and Woods, Robert H. (2008) "Cybergriping: Violating the Law while E-Complaining," Hospitality Review: Vol. 26: Iss. 1, Article 6.
Available at: https://digitalcommons.fiu.edu/hospitalityreview/vol26/iss1/6