E-Complaining:Analysis of Lodging Customerse-Complaints from a Turkish Internet Website

摘要：

　　E-complaints are important feedback mecbanisms to monitor and respond consumer complaints on a real time basis.Aim of this research is to analyze the content of e-complaints about Turkish lodging sector and to detect the resolution of them by the companies.In this regard,the data obtained from one of the most popular Turkish e-complaint sites Si-kayetvar.com.Content analysis method is used to classify complaints according to predetermined 15 problem categories and the responses of the hotels were tracked.Findings revealed that malority of e-complaints were related to the main service responsibilities of hotels such as food and beverage services,guestrooms,public areas and courtesy of employees.

关键词： E-Complaints E-CRM Turkish Lodging Sector

作者: Ferika (O)zer Sar(i) (O)zlem Alik(i)h(c) Ferah Onat

作者单位: Yasar University,Turkey

会议类型: 国际会议

会议名称: 2013 International Conference on Information, Business and Education Technology (2013信息、商业与教育技术国际会议(ICIBET 2013))

会议地点: 北京

会议语种:英文

页码: 561-565

在线出版日期: 2013-03-14（万方平台首次上网日期，不代表论文的发表时间）