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

Norman Au; D. Buhalis; Chun Hung Roberts Law

doi:10.1007/978-3-211-93971-0_7

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 proceeding › Chapter in an edited book (as author) › Academic research

Abstract

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 (tripadvisor.com) 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 language	English
Title of host publication	Information and communication technologies in tourism 2009 : proceedings of the international conference in Amsterdam, The Netherlands, 2009
Publisher	Springer-Verlag
Pages	73-85
Number of pages	13
ISBN (Electronic)	9783211939710
ISBN (Print)	9783211939703
DOIs	https://doi.org/10.1007/978-3-211-93971-0_7
Publication status	Published - 2009
Event	International Conference on Information and Communication Technologies in Tourism - Duration: 1 Jan 2009 → …

Conference

Conference	International Conference on Information and Communication Technologies in Tourism
Period	1/01/09 → …

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10.1007/978-3-211-93971-0_7

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title = "Complaints on the online environment : the case of Hong Kong hotels",

abstract = "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 (tripadvisor.com) 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.",

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Au, N, Buhalis, D & Law, CHR 2009, Complaints on the online environment : the case of Hong Kong hotels. in Information and communication technologies in tourism 2009 : proceedings of the international conference in Amsterdam, The Netherlands, 2009. Springer-Verlag, pp. 73-85, International Conference on Information and Communication Technologies in Tourism, 1/01/09. https://doi.org/10.1007/978-3-211-93971-0_7

Complaints on the online environment : the case of Hong Kong hotels. / Au, Norman; Buhalis, D.; Law, Chun Hung Roberts.
Information and communication technologies in tourism 2009 : proceedings of the international conference in Amsterdam, The Netherlands, 2009. Springer-Verlag, 2009. p. 73-85.

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

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AB - 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 (tripadvisor.com) 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.

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

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