Evaluation of guest feedback channels in china hotels

Vincent C.S. Heung, Deniz Kucukusta Seyidir, Erdogan Ekiz

Research output: Journal article publicationJournal articleAcademic researchpeer-review

4 Citations (Scopus)

Abstract

Through systematically collecting, analyzing, and disseminating guest feedback information about their ever changing needs and wants as well as about any service failures that occur, the guest feedback system can be a very useful tool for hotel management. The data collected can be utilized by hotels to enhance quality, locate quality problems, and develop improvement procedures. This study attempts to explore guests' evaluations of guest feedback channels in China's hotels. Data were collected from 248 hotel guests at six hotels in China. Results reveal that the guest comment card is the most commonly used feedback channel by hotel guests and guest contact staff is perceived to be the most effective among all feedback channels. The results could have important implications for China's hotels when they try to develop successful guest feedback systems for their respective hotels.
Original languageEnglish
Pages (from-to)296-309
Number of pages14
JournalJournal of China Tourism Research
Volume6
Issue number3
DOIs
Publication statusPublished - 1 Jul 2010

Keywords

  • China
  • Guest feedback channels
  • Guest feedback systems
  • Hotels

ASJC Scopus subject areas

  • Cultural Studies
  • Language and Linguistics
  • Linguistics and Language
  • Tourism, Leisure and Hospitality Management

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