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Developing a knowledge model to support the management of hotel customer complaints

Zhang, Wusheng (2008) Developing a knowledge model to support the management of hotel customer complaints. PhD thesis, Victoria University.

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Abstract

This study aims to develop a better understanding on how the application of knowledge management can lead to the advancement of pragmatic support in the management of hotel customer complaints. This thesis formulates a hotel customer complaint management knowledge concept and develops a knowledge-enabled hotel customer complaint management model. The formulation of the knowledge concept and the development of the knowledge-enabled model are based on an empirical investigation through interviews with domain experts. These experts include both practitioners in the hotel industry and academics in hospitality management.

Item Type: Thesis (PhD thesis)
Uncontrolled Keywords: hotels, complaint management, customers, information systems
Subjects: FOR Classification > 1503 Business and Management
Faculty/School/Research Centre/Department > School of Management and Information Systems
Depositing User: VU Library
Date Deposited: 21 Mar 2016 03:39
Last Modified: 21 Mar 2016 03:39
URI: http://vuir.vu.edu.au/id/eprint/30209
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