Online complaint behaviour and resolution in hotels: do tripographics factors matter?

ABSTRACT

Regardless of the diversity of travellers, meeting customer expectations is essential for the success of hotel business worldwide. How do hoteliers cope with these challenges to meet guest expectations before arrival in terms of different regions and travel purposes? This study analyses travellers’ complaints retrieved from the hotel review website ‘TripAdvisor’ to gain insight. A total of 1,868 travellers’ complaints were analysed using a Two-Way ANOVA factorial design to examine the differences among the home regions of travellers, travel types, and other hotel service attributes. The findings indicate that the home region of travellers has a higher main effect than traveller type on hotel service attributes regarding online complaint behaviour. Finally, family travellers are more likely to complain about cleanliness than couples.

KEYWORDS:

• Online complaint behaviour
• tripographic factors
• traveller types
• travellers’ home region
• online review
• guest (dis)satisfaction

Disclosure statement

The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper. The funders had no role in the design of the study; in the collection, analyses, or interpretation of data; in the writing of the manuscript; or in the decision to publish the results.

Data availability statement

Data available at: SANN, RAKSMEY (2024), “Replication Data for: Online Complaint Behaviour and Resolution in Hotels: Do Tripographics Factors Matter?”, Mendeley Data, V1, doi: 10.17632/ynpbv98csk.1

CRediT author contributions

Raksmey Sann: Conceptualization, Methodology, Software, Validation, Formal analysis, Investigation, Resources, Data Curation, Writing – Original Draft, Writing – Review & Editing, Visualization, Project administration, Funding acquisition

Chi-Ting Chen: Writing – review & editing

Shu-Yi Liaw: Data curation, Investigation, Validation

Pei-Chun Lai: Supervision, Writing – review & editing

Institutional review board statement

Ethical review and approval were waived for this study due to research that involve benign behavioural intervention (brief in duration, harmless, painless, not physically invasive, not likely to have a significant adverse lasting impact on the subjects, and subjects will not find the interventions offensive or embarrassing), HE653294.

Additional information

Funding

This research was funded by the Faculty of Business Administration and Accountancy, Khon Kaen University: Grant Number: No. 003/2566.