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.

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)
URI https://vuir.vu.edu.au/id/eprint/30209
Subjects Current > FOR Classification > 1503 Business and Management
Historical > Faculty/School/Research Centre/Department > School of Management and Information Systems
Keywords hotels, complaint management, customers, information systems
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