Please use this identifier to cite or link to this item:
Title: Complaints on the online environment : the case of Hong Kong hotels
Authors: Au, N 
Buhalis, D
Law, R 
Issue Date: 2009
Publisher: Springer-Verlag
Source: In W Höpken, U Gretzel & R Law (Eds.), Information and communication technologies in tourism 2009 : proceedings of the international conference in Amsterdam, The Netherlands, 2009, p. 73-85. Wien, Netherlands: Springer-Verlag, 2009 How to cite?
Abstract: Rapid advancement of web technology enabled hotel customers to increasingly use the Internet as a channel for reporting negative service experiences. Prior studies on hospitality complaints on the web are scarce. Through a content analysis of 453 individual complaint cases reported on one of the largest and most popular travel review websites ( for Hong Kong hotels, nine e-complaints categories were firstly identified. These nine complaint categories were then examined across different origins of the complaints. The results of a two-way contingency table analysis further revealed that although no significant relationship was found between e-complaint categories and hotel class, the age group of reviewers was significantly associated with specific types of complaints made online. Various kinds of management responses were also explored against each e-complaint category to identify possible managerial reactions. Lastly the paper explores the implications of the findings and makes suggestions for future e-complaint research for the hospitality industry.
ISBN: 9783211939710 (electronic bk.)
9783211939703 (print)
DOI: 10.1007/978-3-211-93971-0_7
Appears in Collections:Book Chapter

View full-text via PolyU eLinks SFX Query
Show full item record

Page view(s)

Last Week
Last month
Citations as of Feb 18, 2019

Google ScholarTM



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.