Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/54714
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 (tripadvisor.com) 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.
URI: http://hdl.handle.net/10397/54714
ISBN: 9783211939710 (electronic bk.)
9783211939703 (print)
DOI: 10.1007/978-3-211-93971-0_7
Appears in Collections:Book Chapter

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