Book Section

Zhang, Wusheng, King, Brian and Zeleznikow, John ORCID: 0000-0002-8786-2644 (2008) Environmental Considerations in Customer Complaint Knowledge Management in Hotels. In: The New 21st Century Workplace. Heidelberg Press, pp. 37-45.

Zhang, Wusheng, King, Brian and Zeleznikow, John ORCID: 0000-0002-8786-2644 (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 ORCID: 0000-0002-8786-2644 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 ORCID: 0000-0002-8786-2644, 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 ORCID: 0000-0002-8786-2644 (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 ORCID: 0000-0002-8786-2644 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.

Thesis

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