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

Zhang, Wusheng, King, Brian and Zeleznikow, John (2007) Using the hotel customer complaint management knowledge concept to handle customer complaints. In: Connecting Destinations. International Federation for IT and Travel and Tourism, pp. 69-79.

Zhang, Wusheng, Zeleznikow, John and King, Brian (2007) Developing a knowledge enabled customer complaint management model. In: CAUTHE 2007 Tourism : Past Achievements, Future Challenges. McDonnell, Ian, Grabowski, Simone and March, Roger, eds. University of Technology, Sydney, Sydney, N.S.W., pp. 1159-1168.

Zhang, Wusheng, Zeleznikow, John, King, Brian and Kim, Mik (2006) Object oriented approach in managing customer complaint knowledge. In: Proceedings of the Annual International Society of Tourism and Travel Educators Conference. International Society of Travel and Tourism Educators, Las Vegas, USA, pp. 286-298.

Zhang, Wusheng and Zeleznikow, John (2004) An Integrative Approach for Developing Online Dispute Resolution. In: e-Commerce 2004. Karmakar, Nitya and Isaías, Pedro, eds. International Association for Development of the Information Society, Lisbon, Portugal, pp. 106-113.

Zhang, Wusheng, Zeleznikow, John and Vries, Berend (2004) Online Dispute Resolution: The Benefits of Enhancing Alternative Dispute Resolution Through the Use of Internet Technology. In: ACIS 2004 Proceedings. Australasian Conference on Information Systems, pp. 1-11.