Publication Cover
Anatolia
An International Journal of Tourism and Hospitality Research
Latest Articles
88
Views
0
CrossRef citations to date
0
Altmetric
Research Article

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

ORCID Icon, , &
Received 25 Oct 2023, Accepted 05 Apr 2024, Published online: 11 Apr 2024

References

  • Ayeh, J. K., Au, N., & Law, R. (2016). Investigating cross-national heterogeneity in the adoption of online hotel reviews. International Journal of Hospitality Management, 55, 142–153. https://doi.org/10.1016/j.ijhm.2016.04.003
  • Banerjee, S., & Chua, A. Y. K. (2016). In search of patterns among travellers’ hotel ratings in TripAdvisor. Tourism Management, 53, 125–131. https://doi.org/10.1016/j.tourman.2015.09.020
  • Chen, M.-M., Seach, K., Inversini, A., & Williams, N. (2023). Different cultures review hotels differently. Tourism and Hospitality Research, 14673584231198410. https://doi.org/10.1177/14673584231198410
  • Choi, C. (2018). Predicting customer complaints in mobile telecom industry using machine learning algorithms. Purdue University.
  • Dutta, K., Jauhari, V., Venkatesh, U., & Parsa, H. G. (2007). Service failure and recovery strategies in the restaurant sector. International Journal of Contemporary Hospitality Management, 19(5), 351–363. https://doi.org/10.1108/09596110710757526
  • Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2019). Multivariate data analysis. Cengage.
  • Hair, J. F., & Sarstedt, M. (2019). Factors versus composites: Guidelines for choosing the right structural equation modeling method. Project Management Journal, 50(6), 619–624. https://doi.org/10.1177/8756972819882132
  • Hao, J. S. C., & Har, C. O. S. (2014). A study of preferences of business female travelers on the selection of accommodation. Procedia - Social & Behavioral Sciences, 144, 176–186. https://doi.org/10.1016/j.sbspro.2014.07.286
  • Hien, N. T., Su, Y.-L., Sann, R., & Thanh, L. T. P. (2022). Analysis of online customer complaint behavior in Vietnam’s hotel industry. Sustainability, 14(7), 3770. https://doi.org/10.3390/su14073770
  • Hofstede, G. (1980). 1980 Culture’s consequences: International differences in work-related values. Sage.
  • Hsieh, A. T., & Tsai, C. W. (2009). Does national culture really matter? Hotel service perceptions by Taiwan and American tourists. International Journal of Culture, Tourism and Hospitality Research, 3(1), 54–69. https://doi.org/10.1108/17506180910940342
  • Huang, J.-H., Huang, C.-T., & Wu, S. (1996). National character and response to unsatisfactory hotel service. International Journal of Hospitality Management, 15(3), 229–243. https://doi.org/10.1016/S0278-4319(96)00009-6
  • Hu, N., Zhang, T., Gao, B., & Bose, I. (2019). What do hotel customers complain about? Text analysis using structural topic model. Tourism Management, 72, 417–426. https://doi.org/10.1016/j.tourman.2019.01.002
  • Ji, G. M., Cheah, J.-H., Sigala, M., Ng, S. I., & Choo, W. C. (2023). Tell me about your culture, to predict your tourism activity preferences and evaluations: Cross-country evidence based on user-generated content. Asia Pacific Journal of Tourism Research, 28(10), 1052–1070. https://doi.org/10.1080/10941665.2023.2283599
  • Kadigi, W. R., Ngaga, Y., & Kadigi, R. M. (2021). Determinants for adoption of nature-based income generating activities in Uluguru mountains, Tanzania. Sustainable Futures, 3, 100053.
  • Kuo, C. M. (2007). The importance of hotel employee service attitude and the satisfaction of international tourists. The Service Industries Journal, 27(7–8), 1073–1085. https://doi.org/10.1080/02642060701673752
  • Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions [article]. International Journal of Hospitality Management, 46, 36–45. https://doi.org/10.1016/j.ijhm.2015.01.010
  • Leung, X. Y., & Yang, Y. (2020). Are all five points equal? Scaling heterogeneity in hotel online ratings. International Journal of Hospitality Management, 88, 102539. https://doi.org/10.1016/j.ijhm.2020.102539
  • Li, X. R., Cheng, C.-K., Kim, H., & Petrick, J. F. (2008). A systematic comparison of first-time and repeat visitors via a two-phase online survey. Tourism Management, 29(2), 278–293. https://doi.org/10.1016/j.tourman.2007.03.010
  • Liu, S., Law, R., Rong, J., Li, G., & Hall, J. (2013). Analyzing changes in hotel customers’ expectations by trip mode. International Journal of Hospitality Management, 34, 359–371. https://doi.org/10.1016/j.ijhm.2012.11.011
  • Liu, Y., Teichert, T., Rossi, M., Li, H. X., & Hu, F. (2017). Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews. Tourism Management, 59, 554–563. https://doi.org/10.1016/j.tourman.2016.08.012
  • Lv, X., Li, H., & Xia, L. (2020). Effects of haptic cues on consumers’ online hotel booking decisions: The mediating role of mental imagery. Tourism Management, 77, 104025. https://doi.org/10.1016/j.tourman.2019.104025
  • Mao, Z., Yang, Y., & Wang, M. (2018). Sleepless nights in hotels? Understanding factors that influence hotel sleep quality. International Journal of Hospitality Management, 74, 189–201. https://doi.org/10.1016/j.ijhm.2018.05.002
  • Mattila, A. S. (2000). The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality & Tourism Research, 24(2), 263–273. https://doi.org/10.1177/109634800002400209
  • Mattila, A. S. (2016). The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality & Tourism Research, 24(2), 263–273. https://doi.org/10.1177/109634800002400209
  • Mattila, A. S., & Choi, S. (2006). A cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing. International Journal of Hospitality Management, 25(1), 146–153. https://doi.org/10.1016/j.ijhm.2004.12.003
  • Mey, L. P., Akbar, A. K., & Fie, D. Y. G. (2006). Measuring service quality and customer satisfaction of the hotels in Malaysia: Malaysian, Asian and Non-Asian hotel guests. Journal of Hospitality & Tourism Management, 13(2), 144–160. https://doi.org/10.1375/jhtm.13.2.144
  • Mok, C., & Armstrong, R. W. (1998). Expectations for hotel service quality: Do they differ from culture to culture? Journal of Vacation Marketing, 4(4), 381–391. https://doi.org/10.1177/135676679800400406
  • Mueller, R. D., Palmer, A., Mack, R., & McMullan, R. (2003). Service in the restaurant industry: An American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management, 22(4), 395–418. https://doi.org/10.1016/s0278-4319(03)00072-0
  • Ngai, E. W. T., Heung, V. C. S., Wong, Y. H., & Chan, F. K. Y. (2007). Consumer complaint behaviour of Asians and non-Asians about hotel services - an empirical analysis. European Journal of Marketing, 41(11–12), 1375–1391. https://doi.org/10.1108/03090560710821224
  • Padma, P., & Ahn, J. (2020). Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318. https://doi.org/10.1016/j.ijhm.2019.102318
  • Poon, K. Y., & Huang, W.-J. (2017). Past experience, traveler personality and tripographics on intention to use airbnb. International Journal of Contemporary Hospitality Management, 29(9), 2425–2443. https://doi.org/10.1108/IJCHM-10-2016-0599
  • Radojevic, T., Stanisic, N., & Stanic, N. (2015). Solo travellers assign higher ratings than families: Examining customer satisfaction by demographic group. Tourism Management Perspectives, 16, 247–258. https://doi.org/10.1016/j.tmp.2015.08.004
  • Radojevic, T., Stanisic, N., Stanic, N., & Davidson, R. (2018). The effects of traveling for business on customer satisfaction with hotel services. Tourism Management, 67, 326–341. https://doi.org/10.1016/j.tourman.2018.02.007
  • Sann, R., & Lai, P.-C. (2023). Topic modeling of the quality of guest’s experience using latent Dirichlet allocation: Western versus eastern perspectives. Consumer Behavior in Tourism and Hospitality, 18(1), 17–34. https://doi.org/10.1108/CBTH-04-2022-0084
  • Sann, R., Lai, P.-C., & Liaw, S.-Y. (2020). Online complaining behavior: Does cultural background and hotel class matter? Journal of Hospitality & Tourism Management, 43, 80–90. https://doi.org/10.1016/j.jhtm.2020.02.004
  • Sann, R., Lai, P.-C., & Liaw, S.-Y. (2023). Understanding customers’ insights using attribution theory: A text mining and rule-based machine learning two-step multifaceted method. Applied Sciences, 13(5), 3073. https://doi.org/10.3390/app13053073
  • Schuckert, M., Liu, X. W., & Law, R. (2015). A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently. International Journal of Hospitality Management, 48, 143–149. https://doi.org/10.1016/j.ijhm.2014.12.007
  • Tsiotas, D., Niavis, S., Belias, D., & Sdrolias, L. (2020). What Can the TripAdvisor Tell Us About the Complaints Management Strategies? The Case of the Greek Hotels. In Strategic Innovative Marketing and Tourism: 8th ICSIMAT, Northern Aegean, Greece, 2019 (pp. 999–1005). Springer International Publishing.
  • Wang, L., Wang, X.-K., Peng, J.-J., & Wang, J.-Q. (2020). The differences in hotel selection among various types of travellers: A comparative analysis with a useful bounded rationality behavioural decision support model. Tourism Management, 76, 76. https://doi.org/10.1016/j.tourman.2019.103961
  • Wang, L., Wong, P. P. W., & Zhang, Q. (2021). Travellers’ destination choice among university students in China amid COVID-19: Extending the theory of planned behaviour [article]. Tourism Review, 76(4), 749–763. https://doi.org/10.1108/TR-06-2020-0269
  • Wang, W., Ying, S., Mejia, C., Wang, Y., Qi, X., & Chan, J. H. (2020). Independent travelers’ niche hotel booking motivations: The emergence of a hybrid cultural society. International Journal of Hospitality Management, 89, 102573. https://doi.org/10.1016/j.ijhm.2020.102573
  • Xie, K., Kwok, L., Chen, C.-C., & Wu, J. (2020). To share or to access? Travelers’ choice on the types of accommodation-sharing services. Journal of Hospitality & Tourism Management, 42, 77–87. https://doi.org/10.1016/j.jhtm.2019.09.007
  • Yang, E. C. L., Khoo-Lattimore, C., & Arcodia, C. (2018). Power and empowerment: How Asian solo female travellers perceive and negotiate risks. Tourism Management, 68, 32–45. https://doi.org/10.1016/j.tourman.2018.02.017
  • Yang, F. X., & Lau, V. M.-C. (2019). Experiential learning for children at world heritage sites: The joint moderating effect of brand awareness and generation of Chinese family travelers. Tourism Management, 72, 1–11. https://doi.org/10.1016/j.tourman.2018.11.011
  • Yuksel, A., Kilinc, U., & Yuksel, F. (2006). Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours. Tourism Management, 27(1), 11–24. https://doi.org/10.1016/j.tourman.2004.07.007
  • Yung, E., & Chan, A. (2002). Business traveler satisfaction with hotel service encounters. Journal of Travel & Tourism Marketing, 11(4), 29–41. https://doi.org/10.1300/J073v11n04_03

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.