Contents TOC o “1-3” h z u ABSTRACT PAGEREF _Toc527014846 h 2METHODOLOGY ADOPTED PAGEREF _Toc527014847 h 3INTRODUCTION TO HOTEL REVIEW SITE PAGEREF _Toc527014848 h 4IMPACT OF REVIEW ON HOTEL INDUSTRY PAGEREF _Toc527014849 h 7Notoriety administration PAGEREF _Toc527014850 h 7IMPORTANCE OF REVIEWS TO HOTEL BUSINESS PAGEREF _Toc527014851 h 9How essential are surveys

Contents
TOC o “1-3” h z u ABSTRACT PAGEREF _Toc527014846 h 2METHODOLOGY ADOPTED PAGEREF _Toc527014847 h 3INTRODUCTION TO HOTEL REVIEW SITE PAGEREF _Toc527014848 h 4IMPACT OF REVIEW ON HOTEL INDUSTRY PAGEREF _Toc527014849 h 7Notoriety administration PAGEREF _Toc527014850 h 7IMPORTANCE OF REVIEWS TO HOTEL BUSINESS PAGEREF _Toc527014851 h 9How essential are surveys? PAGEREF _Toc527014852 h 9Shouldn’t something be said about awful audits? PAGEREF _Toc527014853 h 9REVIEW MAANGEMENT IS IMPORTANT FOR HOTEL INDUSTRY PAGEREF _Toc527014854 h 11Ventures to audit administration PAGEREF _Toc527014855 h 12Reacting to surveys PAGEREF _Toc527014856 h 13Sorts of Reviews PAGEREF _Toc527014857 h 13Fake Reviews PAGEREF _Toc527014858 h 15AVAILABLE HOTEL REVIEW SITE PAGEREF _Toc527014859 h 17TripAdvisor PAGEREF _Toc527014860 h 17Trivago PAGEREF _Toc527014861 h 17Makemytrip.com PAGEREF _Toc527014862 h 17ADVANTAGES AND DISADVANTAGES OF HOTEL REVIEW SITE PAGEREF _Toc527014863 h 18Advantages PAGEREF _Toc527014864 h 18Disadvantages PAGEREF _Toc527014865 h 18CONCLUSION PAGEREF _Toc527014866 h 19BIBLOGRAPHY PAGEREF _Toc527014867 h 20
ABSTRACTThere are different hotel survey destinations which are assisting lodging industry with growing increasingly like: – County club, the park groups, Thomas cook, Cox ; kings (C;K), Clear trip, Expedia.com, The Leela palaces, Club Mahindra, Goibibo.com, Yatra.com, Makemytrip.com by far most of visitors stay quiet and don’t say or post anything in regards to their involvement with inn. These quiet visitors can be extraordinary compared to other advertising apparatuses, so it’s vital that they are supported and have the chance to post an audit of the hotel on the web.
Online surveys additionally enhance the hotel’s accessibility and positioning in significant web indexes like Google. The more online audits a lodging has, the more believable and alluring they look to potential visitors, which animates appointments and supports more surveys.
Numerous hoteliers timid far from online surveys in light of the fact that they’re apprehensive about phone audits, which are made perniciously to harm the hotel. Sadly, there are contenders who regularly use such measures to have a superior position in the market. Actually, almost one in each two inn proprietors has just needed to manage this kind of double dealing. Once more, one must be exceptionally cautious about perusing and reacting to surveys, and report any false criticism when one can demonstrate without uncertainty that false proclamations have been made. It’s critical to endeavour to get these surveys erased by the particular site administrators.
Lodging ought to likewise centre around the social picture by remaining in contact with their clients through the online life like Facebook, Instagram, twitter and some more. Indeed, they can make their own sites for the immediate contact. In some cases, the clients who does the booking through various destinations perhaps they are over charged So, to ensure that the lodging site ought to be the essential entryway to approach the inn.

METHODOLOGY ADOPTED
This learning enabled “ROLE AND IMPORTANCE OF HOTEL REVIEW SITES IN HOTEL INDUSTRY” been done carried out using numerous methodologies.

Primarily, secondary sources (internet) are used for conclusion out general overview of the projects. This area and its mechanisms, then data related to hotel industry, arrangement of site, and location of the key schemes are being find out using the secondary sources of data.

Now, having the over-all information about the review of belongings was done for which place offices and agents were visited that place. They stood approached to tell info about the projects those are:
Location
Price
Facilities offered
Occupancy rates
Likewise, when visiting to the places and agents the visiting card of individual person was composed as indication of visit to the sites.

The following causes were used for making report like-
Secondary sources-
hotel sites-
makemytrip.com
clear trip
Primary sources:
Review by visitors
Questioning hoteliers
Speaking with locals.

INTRODUCTION TO HOTEL REVIEW SITEIndividuals i.e. guests and visitors currently can have a significant effect to an inn or an eatery’s business through the intensity of a survey. The computerized showcasing group for The Europe Hotel and Resort have assembled an infographic peripheral the numerous perspectives to online surveys and how lodgings can locate the correct method to manage them.
Presently a day the tourism and cordiality industry are getting greater when half of the market is been caught by the administration segment. According to the financial matters times 70 percent of friendliness individuals has secured work opening. Starting at now India is getting progressed in innovation which is changing the administration segment. Presently anybody from any side of the world can get data additionally, they can likewise interface with the related individual.
Indeed, government is starting to help the neighbourliness and tourism area. Legislature of India need to give lift to the administration part.
The Government of India is attempting to accomplish one for each penny share in world’s universal vacationer landings by 2020 and two for every penny share by 2025.
Under Budget 2018-19, the legislature has dispensed Rs 1,250 crore (US$ 183.89 million) for Integrated advancement of vacationer circuits under Swadesh Darshan and Pilgrimage Rejuvenation and Spiritual Augmentation Drive (PRASAD).
To catch the market the inn audit site came into the photo, this made the client to reach to the partner individual just on a single navigate digitalisation. Lodging survey site has changed the attitude of the considerable number of individuals. In spite of the fact that these it has made the examination of different inns so natural. Indeed, even costs are likewise getting reasonable, and to battle rivalry all inns needs to concoct the new and distinctive thoughts. By and large, the outcomes are showing signs of improvement and administrations are enhancing for the clients.

There are different inn survey destinations which are assisting inn industry with growing increasingly like:- County club, The recreation centre gatherings ,Thomas cook ,Cox and rulers (C&K) ,Clear excursion ,Expedia.com ,The Leela royal residences ,Club Mahindra ,Goibibo.com ,Yatra.com ,Makemytrip.com
We’re living during a time of pervasiveness of cell phones and tablets and across the board access to the Internet. This has brought about amazing changes in how individuals live, do their work and mingle. Regarding industry change, the accommodation business has been turned on its head because of the expanded web get to.
here’s a developing gratefulness among lodging proprietors that online audits can affect their business. Audits can show up on distributer locales like Expedia and Booking.com, and also devoted survey centre points like TripAdvisor.
In this article we will take a gander at some hard details around inn surveys, so you have a superior thought of how much impact they truly have. We’ll additionally take a gander at how your lodging booking framework can enable you to benefit as much as possible from the technically knowledgeable, audit perusing gathering of people.
A survey can, obviously, be negative or positive and with social stages, for example, TripAdvisor, it’s never been less demanding for a client to express their supposition about some place they’ve visited. While some friendliness proprietors and administrators die at the prospect of audits, they’ve conveyed incredible change to the business and that is a colossal requirement for ace action.

A proactive chief will utilize these audits, be they negative or positive to enhance tasks and on the off chance that they don’t, they are passing up significantly helpful knowledge to their activities. A negative survey can, obviously, be disquieting to a lodging/eatery however it’s the means by which the task responds is the key. They can recognize the poor survey and set up frameworks to guarantee the issue (should it be substantiated) doesn’t occur once more. Positive surveys can be utilized to inspire staff and give support and magnificent input to existing work.

IMPACT OF REVIEW ON HOTEL INDUSTRYClient surveys are omnipresent in the present neighbourliness industry and in any case, they must be proactive and even work harder to the ideal client involvement with a specific end goal to achieve that terrifically imperative five-star audit.
The cordiality business can take preferences of surveys. Clients produced content (UGC, for example, surveys, majorly affect a client’s buy choice.
As indicated by TripAdvisor the lodging business has been profited as pursues
93% of individuals utilize online audits while figuring out which lodging they book.
53% of individuals would not book an inn that didn’t have online audits
TripAdvisor posts a normal of 16 audits and feelings consistently
The appearance of online surveys and the simplicity at which a client taxi post about an inn, another sub-part of the business created known as notoriety administration.
Notoriety administration
3 phases:
1)BUILDING
Shaping or building up a decent notoriety for another inn.
2)MAINTENANCE:
Keeping the positive and as of now settled picture of a current inn to be predominant in people in general eye.
3)RECOVERY:
Changing the inn’s notoriety when it turns sour through self-advancement and promoting so as to invert the negative and accomplish a decent notoriety.
It’s not constantly conceivable to get positive surveys shape the general population, so lodgings ought to likewise know how to control or deal with the negative audits about their inn
1.Thank the visitor by name regardless of whether the negative survey is forceful, you ought to thank the visitor for their criticism.
2.Apologise for a poor affair you should express sensitivity that his or her experience missed the mark regarding desire.
3.Highlight changes you have made or mean to make in your reaction, detail how you will enhance the issues (if pertinent) anyway don’t guarantee any type of pay online to abstain from setting a point of reference.
4.Evaluate the requirement for frameworks modification utilize the visitor’s input to survey on the off chance that you have to revise a component of your administration. Fuse staff preparing in any learning.

IMPORTANCE OF REVIEWS TO HOTEL BUSINESSWe’re living during a time of universality of cell phones and tablets and far reaching access to the Internet. This has brought about momentous changes in how individuals live, do their work and mingle. As far as industry change, the accommodation business has been turned on its head because of the expanded web get to.
An audit can, obviously, be negative or positive and with social stages, for example, TripAdvisor, it’s never been less demanding for a client to express their conclusion about some place they’ve visited. While some accommodation proprietors and administrators die at the possibility of audits, they’ve conveyed extraordinary change to the business and that is an immense requirement for professional movement.
A proactive supervisor will utilize these surveys, be they negative or positive to enhance tasks and on the off chance that they don’t, they are passing up considerably valuable knowledge to their activities. A negative audit can, obviously, be disquieting to a lodging/eatery yet it’s the means by which the task responds is the key. They can recognize the poor survey and set up frameworks to guarantee the issue (should it be substantiated) doesn’t occur once more. Positive audits can be utilized to spur staff and give consolation and superb criticism to existing work
How essential are surveys?In an overview, 93% of individuals said they discover surveys vital when choosing which inn to book. An all the more striking measurement – 53% said they wouldn’t book a lodging without perusing audits.
These numbers seem, by all accounts, to be on an upward pattern. Information from 2014 demonstrated that 81% discovered audits imperative and 49% wouldn’t book before perusing surveys.
Shouldn’t something be said about awful audits?
On the off chance that an awful audit comes in then the best activity is to leave a common, valuable reaction. Truth be told, 79% of visitors overviewed said that they were consoled by a decent reaction to an awful audit.
Try not to think about terrible audits literally. Here and there an outer combine of eyes can see issues you never would have. Dissect any terrible surveys you get – is there anything you could enhance?
Try not to disregard positive audits either. 78% said that a decent reaction to a positive audit made them see the lodging in a positive light.
There’s a developing gratefulness among lodging proprietors that online surveys can affect their business. Audits can show up on distributer destinations like Expedia and Booking.com, and devoted survey centre points like TripAdvisor.
You can see that a decent survey will have a constructive outcome, while a terrible one will have the inverse.
we will take a gander at some hard details around inn audits, so you have a superior thought of how much impact they truly have. We’ll additionally take a gander at how your inn booking framework can enable you to benefit as much as possible from the technically knowledgeable, audit perusing crowd.

REVIEW MAANGEMENT IS IMPORTANT FOR HOTEL INDUSTRYPotential visitors are efficient and trade encounters about the lodgings they’ve remained in on the web with a specific end goal to Frame the regularly expanding volume of visitor input, you have to build up a survey administration plan that you can without much of a stretch fuse into your normal obligations.
Advertising is a pivotal part of audit administration since surveys go about as both positive and negative multipliers. Hence, it’s fundamental that you, as a hotelier, utilize online surveys further bolstering your good fortune by effectively reacting to input in a helpful, way which enhances your online nearness
Genuine surveys are a great device in inn promoting. Keeping in mind the end goal to all the more likely control the arrangement of audits, the ITB Berlin and the University Worms exhorted hoteliers to set up their own framework, which enables them to oversee and control criticism themselves.
A lodging is just appealing in the event that it has been adulated in no less than six surveys with a specific level of validity. Peruses are profoundly condemning of surveys, so the individual who sent the audit matters the same amount of as what’s been composed.
The examination by the ITB and University Worms additionally demonstrates that survey administration is similarly as essential to progress as the general administration of the lodging. Half of the lodging executives studied for the investigation said they actually manage the audits of their inn and about 33% of all inns utilize survey administration programming to give an exhaustive diagram and point by point factual examination of all their online surveys.
It’s basic to perform audit administration undertakings routinely and reliably. Spare a specific time each day or consistently day with a specific end goal to commit yourself to visitor input. Search for your lodging via web-based networking media stages, for example, Facebook to see who clicked “Like” and thank that individual if pertinent. You ought to likewise remark on presents and answer on any messages you get.
The numerous assignments associated with survey administration can be rearranged through computerization. Exploit a portion of the frameworks as of now set up keeping in mind the end goal to utilize your chance all the more adequately.
Ventures to audit administration
1.Collecting New Review
There are two reasons why individuals need to rate an inn:
a)the visitors who were extremely happy with their stay need to share their extraordinary experience and freely commend the inn.
b)guests who were baffled with their stay need to vent their disappointment.
2.Distributing the Reviews
Visitor surveys of the lodging ought to be disseminated and presented on whatever number diverse channels and sites as would be prudent keeping in mind the end goal to accomplish a greater amount of perceivability on the web and create more consideration. Specifically, you should ensure that you put these audits via web-based networking media stages, for example, Facebook. You may as of now have a few audits on Facebook as visitors are currently incited to leave surveys after they “check in” to your lodging, eatery, or bar.
You need a nearness on every single significant stage keeping in mind the end goal to primary aggressive. So as to do this, you have to keep up your profile and dependably stay up with the latest. While this kind of essence is important, it can some of the time prompt hoteliers paying commissions to entryway administrators and OTAs. To abstain from paying these commissions, you can guide more activity to your very own inn site by including bona fide visitor audits on your landing page. By putting genuine audits in a profoundly noticeable place on your page you’ll get more straightforward appointments by means of your own appropriation channels.
3.Analysing the Reviews
Mapping and examining the surveys on a wide range of audit entrances and online networking destinations can be a tedious, badly designed and costly undertaking, yet it’s a significant piece of value administration. You have to remain breakthrough on your evaluations on every stage and what your standing is contrasted with the opposition.
Luckily, frameworks exist which can break down and consolidate the majority of the surveys left on outsider channels. This investigation can demonstrate to your which catchphrases are said the most in reference to your inn, giving you a chance to distinguish your qualities and shortcomings. This encourages you to perceive your qualities and shortcomings with a specific end goal to refine them and to convey them better.

4.Changing your Online Positioning
The well-ordered way to deal with by and large audit administration will expand your perceivability and accessibility on the web. Setting visitor surveys on different sites and gateways will expand voyager’s mindfulness your lodging and its administrations. An inn that thinks about its visitors even after their take-off makes of a positive picture of your inn and its staff.
Reacting to surveys
It’s insufficient to just accumulate and post countless. Notwithstanding the conveyance and investigation of audits, the immediate treatment of surveys is a centre errand of audit administration.
At the point when visitors leave audits, they are regularly searching for a response from your lodging and its staff. This is particularly valid with visitors who leave basic audits about your lodging. These visitors need to feel that you comprehend their issues and dissatisfaction and that you’ll do all that you can to take care of the issue. Taking a touchy, singular way to deal with client benefit is critical, and makes a warm, positive picture of the inn to potential visitors.
Sorts of Reviews
There are different sorts of surveys:
Factual
Praiseworthy
Emotional
devastating.
It’s critical stay goal and react to the majority of the remarks in an expert way. A standout amongst other approaches to pick up purchaser certainty is through genuineness. In this manner, it’s vital not to make false guarantees and to dependably stay real.
Continuously treat visitors who give you high awards by expressing gratitude toward the analyst for their criticism in a way that gives them a sentiment of thankfulness and shows potential visitors your cordiality. These surveys are regularly viewed as untrustworthy by potential visitors, as they don’t for the most part give a general photo of the numerous viewpoints and administrations your inn offers.
Make a point to thank any visitor who has composed a decent survey, particularly when it has an assortment of criticism. The best reaction is to thank the creator for adding to your quality affirmation. By giving a definite portrayal of the inn and its qualities, these audits are to a great degree profitable for potential visitors.
Indeed, even productive feedback can positively affect your online nearness. In the event that you get a decent assessment with recommendations for development, if you don’t mind thank the creator for their proposals. In the event that you are as of now endeavouring endeavours to enhance the zones the visitor notices, without further ado depict what’s being finished. Likewise, request that the visitor tell a staff part immediately about any issues or issues they have amid their visit with the goal that the issue can be settled instantly so they can have a pleasant remain. This sort of reaction indicates potential visitors that your inn exceedingly values visitor input, that you can acknowledge feedback and that you’re available to working with your visitors keeping in mind the end goal to locate a decent answer for any issues.
Indeed, even in the most renowned organizations and lodgings can commit errors. Human mistake or simply deplorable fortuitous events can prompt a disappointed clients and negative surveys. Be that as it may, this doesn’t need to be an awful thing, and there are moves you can make to limit or kill any harm. By far most of disappointed visitors expressed in an investigation that a straightforward reaction to their negative evaluation would make them feel consoled. The issue is that not very many hoteliers ever react to such sort of criticism.
Along these lines, it’s vital to know about why visitors are grumbling and to be appreciative that they are making you mindful of any issues or issues that exist. The few disappointed visitors, who leave grumblings, are allowing you to fulfil them by utilizing a successful “emergency administration” system. This methodology should adopt a well-disposed and open strategy so as to leave a positive impact on the disappointed visitor. Should you overlook your visitor’s feelings, they won’t prescribe your inn and may compose blistering surveys on an assortment audit entryway.
Accordingly, your way to deal with negative audits ought to be the equivalent as the one you take to positive criticism. Try to remark on negative surveys and if conceivable clarify why a specific circumstance may have emerged and show how you’ll keep comparable episodes from happening later on. Make a point to ask for that the visitor give your inn another opportunity.

While it’s easy to address specific problems, it can be very difficult to respond to very negative reviews that are just a general criticism. These reviews are often the result of a direct conflict during the guest’s stay, which leads to a great amount of dissatisfaction, and often ends in a blanket criticism of the hotel and its services. Don’t take these reviews too personally. Your comments on these reviews should be businesslike and to the point. Take some time before responding to these types of reviews in order to ensure that you’re not making an emotional response. Express your disappointment over the unfortunate guest experience and apologize for the inconvenience, but also ask for specific feedback, so that you can make improvements.

These responses make your staff and your hotel appear sincere and authentic when they come from a direct, tangible contact person. Do not answer the feedback from an anonymous company profile, but determine moderators who can represent your hotel in the online world.Fake Reviews
Many hoteliers shy away from online reviews because they’re afraid of fake reviews, which are made maliciously to harm the hotel. Unfortunately, there are competitors who often utilize such measures to have a better position in the market. In fact, nearly one in every two hotel owners has already had to deal with this type of deception. Again, you have to be very vigilant about reading and responding to reviews, and report any false feedback when you can prove without doubt that false statements have been made. It’s important to try to get these reviews deleted by the respective site operators.

With review systems, such as those provided by Customer Alliance, you can check guest reviews before publication for authenticity and contact the author if necessary. You will be supported when you receive negative reviews and during the dispute process you can enter into an open dialogue with your guest before the feedback goes public. Often your guests act rashly and will be more willing to compromise and change their reviews after they’re contacted directly and they’ve had time to calm down.

AVAILABLE HOTEL REVIEW SITETripAdvisor
This site gives inn booking administrations, flight tickets booking administrations, eatery table booking administrations. It is the entire goal for trek arranging. The visitors can likewise observe the remarks of different visitors and furthermore TripAdvisor give full data about the exercises which can be performed into the visited goal. TripAdvisor help to capitalize on each trek. With more than 500 million authentic voyager audits, we can enable you to settle on the correct decision when you look for lodgings, eateries, and attractions. You’ll additionally discover low airfares, free travel guides, overall occasion rental postings, famous gatherings with exhortation about for all intents and purposes each goal, and then some. At the point when it’s an ideal opportunity to book, we can enable you to set aside to 30% on inns, checking 200+ destinations to discover you the present most reduced costs. Also, when you’re on your outing, our free portable application is your definitive travel friend.
Trivago
This site is the outstanding lodging audit site which is principally visited by the visitor to analyse the costs of the inns. Trivago additionally give the ongoing surveys about the inn by the visited the visitors. More than 175 million accumulated inn evaluations and in excess of 19 million pictures permit to discover more about where one is voyaging. To get an expanded diagram of a lodging property, trivago demonstrates the normal rating and broad audits from other booking locales, e.g. Hotels.com, Expedia, Agoda, driving lodgings, and so on trivago makes it simple for one to discover data about the trek, including the perfect inn.
Makemytrip.com
Making arrangements for an excursion or work excursion, this website the goal for every one of these worries to visit online interface to discover a lodging, which suits all around. The best travel site in India, MakeMyTrip has the biggest database of inns in the nation and outside. This easy to use site makes online lodging booking a simple errand, which can be finished in negligible minutes. The administrations which are given by MakeMyTrip are: Flights, Flight Hotel Deals, International Flights, Hotels, International Hotels, Holidays in India, International Holidays, myBiz for SME Travel, Cabs, Cheap Tickets to India, Bus Tickets, Rail, Route Planner, Flight Status, Mobile Apps.ADVANTAGES AND DISADVANTAGES OF HOTEL REVIEW SITEAdvantages
The hotel review sites show the price of the rooms with the location of the particular hotel in google maps. It helps guests to know more about the local area if the guest is not from the same city.

Guest can also see the connectivity from the hotel like the connectivity to nearest metro station, airport, bus stand, railway station.
Guest can also compare the prices online without approaching to the wrong hotel. They can choose as they want to at their favorable price.

Nowadays these sites have various discounts and offers so the guest can book the hotel at less payable price.

Also, now they have come up with this new concept of package in this concept the interested guest can apply best suitable package for them. Example: (hotel room+ flight tickets + transportation to the hotel room) including in the one package.

Guest can also compare the price of the hotels and then can decide accordingly as per their budget.

DisadvantagesIt can be possible that the price for a particular hotel is shown over charged online and in the name of discount it is shown less to the guest just to get the interest of the guest. Can also be called as price fraud.

The connectivity roads to the nearest metro station, airports, bus station, railway station might be dangerous at night although during the day the streets are quite peaceful and nice.

Sometimes there can be fake reviews been posted by the hotel itself and due to which one can book some unpleasant hotel and which can turn into a really bad experience.
It also happens sometimes that the online price is been shown really high as compared to the services and the quality is offered at the hotel. Example: the appliance may not be in proper condition; the rooms are not maintained properly.CONCLUSIONWe learnt about the importance of hotel reviewing sites. As they play a very important role for both the parties’ hotelier and the guest. Both can help themselves in their own ways like if a guest wants to book a hotel room or he wants to go for the dinner then he will definitely see the previous reviews about the hotel. Likewise, when hotelier wants to see the position and reputation of the hotel in the market then he can refer to the given review about their hotel.

It’s not always possible to get positive reviews from guest so we will also learn how to take the negative reviews from the customers and the ways how to improve the negative image in front of the guest.

Then we will also learn how to manage the reviews with the 4 steps:
Collection new reviews
Distributing the reviews
Analysing the reviews
Changing the online position
It helps in boosting the hotel’s image in social media and helps in fighting with the competitors.
Hotel should also focus on the social image by staying in contact with their customers through the social media like Facebook, Instagram, twitter and many more. In fact, they can make their own websites for the direct contact. Sometimes the customers who does the booking through different application maybe they are charged with lots of money. So, to make sure that the hotel website should be the main way to approach the hotel.

The finally we will see the available hotel reviewing sites in India as well as out of India named:
TripAdvisor
Trivago
Makemytrip.com
Also, how they work, their advantages and disadvantages.BIBLOGRAPHYhttps://www.ibef.org/industry/tourism-hospitality-india.aspxhttps://www.hotelnewsresource.com/article79869.htmlh+ttp://blog.frontdeskanywhere.com/importance-of-Ay+1v2b3n56hotel-reviews-infographichttp://www.high-level-software.com/why-hotel-reviews-important-to-your-business/