In a recent Harvard Business Review article, researchers set out to determine which types of hotels are more likely to post fake reviews on websites such as Yelp!, TripAdvisor and Expedia. They found that independent, small-owner, and small-company hotels appeared to be more likely to manipulate reviews on websites.
What is the key lesson for this finding for customer strategists? I would argure that it is less about these specific findings and more about a basic aspect of a customer....