E-complaints are important feedback mechanisms to monitor and respond consumer complaints on a real time basis. Aim of this research is to analyze the content of e-complaints about Turkish lodging sector and to detect the resolution of them by the companies. In this regard, the data obtained from one of the most popular Turkish e-complaint sites “Sikayetvar .com”. Content analysis method is used to classify complaints according to predetermined 15 problem categories and the responses of the hotels were tracked. Findings revealed that majority of e-complaints were related to the main service responsibilities of hotels such as food and beverage services, guestrooms, public areas and courtesy of employees.Click here for the full review.
Kaynak: International Conference on Information, Business and Education Technology (ICIBIT 2013)
Makale: E- Complaining: Analysis of Lodging Customers’ e-Complaints from a Turkish Internet Website; Ferika Özer Sarı, Özlem Alikılıç, Ferah Onat
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