Online complaining behavior [electronic resource] : the case of reviews from trip advisor on Kuala Lumpur luxury hotels / Faranak Memarzadeh.
By: Memarzadeh, Faranak.
Contributor(s): Ekiz, Erdogan H | Université de Toulouse-Le Mirail
.
Publisher: 2011Description: 1 CD-ROM ; 4 3/4 in.Subject(s): Taylor's University (Subang Jaya, Selangor, Malaysia) -- Dissertations | Consumer complaints -- Malaysia -- Kuala Lumpur | Hotels -- Malaysia -- Kuala LumpurDDC classification: 658.81209595 Dissertation note: Thesis (Professional Master in International Hospitality and Tourism Management)--Taylor's Graduate School of Hospitality and Tourism, Taylor's University, 2011. Summary: This research has focused on group of guests who rely on online feedbacks when they want to choose the accommodation in their trips. Although increasing number of researches have been done on the use of internet in sharing experiences; however, limited knowledge of how hotel guests distribute their dissatisfying purchase experiences on the internet exists. This research's findings are based on two phases of study: first include a qualitative study of 320 complaints posted on TRIPADVISOR for Kuala Lumpur luxury hotels. Phase two of this research is followed with quantitative analysis of those constructs which consists of frequency test and descriptive analyses of the statement provided by guests.
| Item type | Current location | Call number | Vol info | Copy number | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|---|
| Media Resources | Taylor's Library-TU | 658.81209595 MEM 2011 (Browse shelf) | CD-ROM (Dissertation) | 1 | Not For Loan | SHTEx,70000,05,GR,MAL | 1000528386 |
This dissertation is submitted in partial fulfilment of the requirements of the Université de Toulouse II -Le Mirail for the award of Professional Master in International Hospitality and Tourism Management.
Main supervisor: Erdogan H. Ekiz.
Thesis (Professional Master in International Hospitality and Tourism Management)--Taylor's Graduate School of Hospitality and Tourism, Taylor's University, 2011.
This research has focused on group of guests who rely on online feedbacks when they want to choose the accommodation in their trips. Although increasing number of researches have been done on the use of internet in sharing experiences; however, limited knowledge of how hotel guests distribute their dissatisfying purchase experiences on the internet exists. This research's findings are based on two phases of study: first include a qualitative study of 320 complaints posted on TRIPADVISOR for Kuala Lumpur luxury hotels. Phase two of this research is followed with quantitative analysis of those constructs which consists of frequency test and descriptive analyses of the statement provided by guests.