T‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍his is an individual assessment task that requires students

T‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍his is an individual assessment task that requires students to explore a given topic. Topic?eWOM is widely regarded as one of the most influential factors impacting consumer behaviour. Tourism and hospitality online reviews provide a valuable information platform and enhance word- of-mouth (WOM) at an increa‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍sed speed targeting a large, global audience. Positive reviews can build a strong and respected reputation for a hotel, while negative reviews can cause serious reputational damage. Successful resolution of negative reviews retains customers and help businesses understand their weaknesses and customers’ nee‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍ds.