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A‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍ssume that the audience is senior management in a hospitality firm. Senior management looks to you for a short report (about 5 pages, double-spaced). The writing style must be of the highest quality (no first person, contractions, or “it”). At least five quality outside references are expected. These three questions should be answered: 1. From the perspective of a hospitality manager, provide an argument for either an emotional brand attachment or a rational relationship to your company. Choose a hotel, restaurant, or destination and provi‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍de evidence from theory, best practices, or data. 2. Given the pervasiveness of user-generated content, what are the best practices for responding to negative reviews? To make your point, locate a negative review and provide tips for a management response. 3. Blodgett, Hill, and Tax (1997) discuss post-complaint behavior in a retail setting. Does justice theory work the same for online reviews? They are attached for reference as well as the documents that pertain to the questions. Five additional sources should be used aside from the ones atta‌‍‍‍‌‍‍‌‌‍‍‍‌‍‍‍‍‌‍‍ched.


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