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@article{ART002313831},
author={Moon HeeWon and Han Hee-Sup},
title={Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2018},
volume={42},
number={2},
pages={47-64},
doi={10.17086/JTS.2018.42.2.47.64}

TY - JOUR
AU - Moon HeeWon
AU - Han Hee-Sup
TI - Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach
JO - Journal of Tourism Sciences
PY - 2018
VL - 42
IS - 2
PB - The Tourism Sciences Society Of Korea
SP - 47
EP - 64
SN - 1226-0533
AB - Competition in the hotel industry is increasingly more intense, leading to customers making more and more unreasonable demands and complaints. Analysis of customer complaint behavior can provide a differentiation strategy for the overheated market by maximizing customer satisfaction and minimizing the number of complaints, This study utilized semi-structured, open-ended questions in interviews with 36 reservation department employees. Via positive analysis, four primary themes emerged: room cost, employees, customer demands, and other. Based on the findings, several suggestions are made to reduce customer complaints including standardized rate parity, consolidated management, better service, more up-to-date websites, and improved internal tasks.
KW - Room reservation;Complaint behavior;In-depth interview;Qualitative research
DO - 10.17086/JTS.2018.42.2.47.64
ER -

Moon HeeWon and Han Hee-Sup. (2018). Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach. Journal of Tourism Sciences, 42(2), 47-64.

Moon HeeWon and Han Hee-Sup. 2018, "Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach", Journal of Tourism Sciences, vol.42, no.2 pp.47-64. Available from: doi:10.17086/JTS.2018.42.2.47.64

Moon HeeWon, Han Hee-Sup "Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach" Journal of Tourism Sciences 42.2 pp.47-64 (2018) : 47.

Moon HeeWon, Han Hee-Sup. Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach. 2018; 42(2), 47-64. Available from: doi:10.17086/JTS.2018.42.2.47.64

Moon HeeWon and Han Hee-Sup. "Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach" Journal of Tourism Sciences 42, no.2 (2018) : 47-64.doi: 10.17086/JTS.2018.42.2.47.64

Moon HeeWon; Han Hee-Sup. Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach. Journal of Tourism Sciences, 42(2), 47-64. doi: 10.17086/JTS.2018.42.2.47.64

Moon HeeWon; Han Hee-Sup. Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach. Journal of Tourism Sciences. 2018; 42(2) 47-64. doi: 10.17086/JTS.2018.42.2.47.64

Moon HeeWon, Han Hee-Sup. Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach. 2018; 42(2), 47-64. Available from: doi:10.17086/JTS.2018.42.2.47.64

Moon HeeWon and Han Hee-Sup. "Identification of Guest Complaint Behavior in the Reservation Department of Luxury Hotels: A Qualitative Approach" Journal of Tourism Sciences 42, no.2 (2018) : 47-64.doi: 10.17086/JTS.2018.42.2.47.64