Abstract The present study explores the discursive practice of the hospitality industry in addressing competence-based, benevolence-based, and integrity-based accusations of trust violation made by dissatisfied customers on TripAdvisor. Authentic negative online reviews written by dissatisfied customers and the corresponding responses by hotel management downloaded directly from TripAdvisor are analyzed qualitatively with Nvivo10. Results show that hotel management has the strongest preference for apology, followed by implicit denial and then explicit denial when dealing with the three different types of accusations of trust violation. The findings will enhance our understanding of trust and its repair, and benefit hospitality practitioners responsible for handling online criticisms and complaints.

中文翻译：

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酒店管理层修复客户信任的尝试

摘要 本研究探讨了酒店业在解决不满意的客户在 TripAdvisor 上提出的基于能力、仁慈和基于诚信的违反信任指控方面的话语实践。使用 Nvivo10 对不满意客户撰写的真实负面在线评论以及直接从 TripAdvisor 下载的酒店管理层的相应回复进行定性分析。结果表明，在处理三种不同类型的违反信任指控时，酒店管理层对道歉的偏好最强，其次是隐性否认，然后是显性否认。调查结果将增强我们对信任及其修复的理解，并使负责处理在线批评和投诉的酒店业从业者受益。