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_bVLOAD
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_dVLOAD
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082 0 4 _a658.81209595
_bMEM 2011
099 _aMALAYSIANA
_e658.81209595
100 1 _aMemarzadeh, Faranak.
245 1 0 _aOnline complaining behavior
_h[electronic resource] :
_bthe case of reviews from trip advisor on Kuala Lumpur luxury hotels /
_cFaranak Memarzadeh.
260 _c2011.
300 _a1 CD-ROM ;
_c4 3/4 in.
500 _aThis 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.
500 _aMain supervisor: Erdogan H. Ekiz.
502 _aThesis (Professional Master in International Hospitality and Tourism Management)--Taylor's Graduate School of Hospitality and Tourism, Taylor's University, 2011.
520 _aThis 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.
610 2 0 _aTaylor's University (Subang Jaya, Selangor, Malaysia)
_xDissertations
_960301
650 0 _aConsumer complaints
_zMalaysia
_zKuala Lumpur.
_960304
650 0 _aHotels
_zMalaysia
_zKuala Lumpur.
_960305
700 1 _aEkiz, Erdogan H.
710 2 _aUniversité de Toulouse-Le Mirail.
_923205
920 _aSHT : 180899
999 _c144674
_d144674