Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/43200
Title: Evaluation of guest feedback channels in China hotels
Authors: Heung, V
Kucukusta, D
Ekiz, E
Keywords: Guest feedback systems
Guest feedback channels
Hotels
China
Issue Date: 2010
Publisher: Routledge, Taylor & Francis Group
Source: Journal of China tourism research (中國旅游硏究), 2010, v. 6, no. 3, p. 296-309 How to cite?
Journal: Journal of China tourism research (中國旅游硏究) 
Abstract: Through systematically collecting, analyzing, and disseminating guest feedback information about their ever changing needs and wants as well as about any service failures that occur, the guest feedback system can be a very useful tool for hotel management. The data collected can be utilized by hotels to enhance quality, locate quality problems, and develop improvement procedures. This study attempts to explore guests' evaluations of guest feedback channels in China's hotels. Data were collected from 248 hotel guests at six hotels in China. Results reveal that the guest comment card is the most commonly used feedback channel by hotel guests and guest contact staff is perceived to be the most effective among all feedback channels. The results could have important implications for China's hotels when they try to develop successful guest feedback systems for their respective hotels.
URI: http://hdl.handle.net/10397/43200
ISSN: 1938-8160
EISSN: 1938-8179
DOI: 10.1080/19388160.2010.505135
Appears in Collections:Journal/Magazine Article

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