Year: 2008
Type: dissertation
Abstract: This study aims to develop a better understanding on how the application of knowledge management can lead to the advancement of pragmatic support in the management of hotel customer complaints. This thesis formulates a hotel customer complaint management knowledge concept and develops a knowledge-enabled hotel customer complaint management model. The formulation of the knowledge concept and the development of the knowledge-enabled model are based on an empirical investigation through interviews with domain experts. These experts include both practitioners in the hotel industry and academics in hospitality management.
Author: Wusheng Zhang
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2299974634