Complaints on the online environment : the case of Hong Kong hotels

Norman Au, D. Buhalis, Chun Hung Roberts Law

Research output: Chapter in book / Conference proceedingChapter in an edited book (as author)Academic research


Rapid advancement of web technology enabled hotel customers to increasingly use the Internet as a channel for reporting negative service experiences. Prior studies on hospitality complaints on the web are scarce. Through a content analysis of 453 individual complaint cases reported on one of the largest and most popular travel review websites ( for Hong Kong hotels, nine e-complaints categories were firstly identified. These nine complaint categories were then examined across different origins of the complaints. The results of a two-way contingency table analysis further revealed that although no significant relationship was found between e-complaint categories and hotel class, the age group of reviewers was significantly associated with specific types of complaints made online. Various kinds of management responses were also explored against each e-complaint category to identify possible managerial reactions. Lastly the paper explores the implications of the findings and makes suggestions for future e-complaint research for the hospitality industry.
Original languageEnglish
Title of host publicationInformation and communication technologies in tourism 2009 : proceedings of the international conference in Amsterdam, The Netherlands, 2009
Number of pages13
ISBN (Electronic)9783211939710
ISBN (Print)9783211939703
Publication statusPublished - 2009
EventInternational Conference on Information and Communication Technologies in Tourism -
Duration: 1 Jan 2009 → …


ConferenceInternational Conference on Information and Communication Technologies in Tourism
Period1/01/09 → …


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