Cybergriping: Violating the Law while E-Complaining

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.