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| Author: | Lee, C.C. Hu, C. |
| Title: | Analyzing hotel customers' e-complaints from an Internet complaint form |
| Journal: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:2-3, p. 167-181 |
| Index terms: | Hotel and catering industry Service Consumer behaviour Consumer satisfaction Customers Research Internet |
| Freeterms: | WWW |
| Language: | eng |
| Abstract: | Recent advancement in web technology has enabled online (here as: ol.) customers to express their concerns and negative experiences about the hotel services over the Internet. This exploratory study aims to provide some insights by analyzing self-selected hotel customers' ol. complaints recorded on a specialized complaint forum, eComplaints.com. A content analysis of those e-Complaints in 18 problem categories revealed that ol. customers were mostly unhappy with fundamental service failures in the hotel service encounter. Surprisingly, only one in every five e-Complaints received a response from the hotel company in the identified top-five complaint categories. The authors further used text-mining software to identify most frequently complained keywords and examine their relational associations. |
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