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An analysis on complaint behaviour of hotel guests in Italy

Author

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  • Farzaneh Soleimani Zoghi

    (SRH Berlin University of Applied Sciences, Germany)

Abstract

The main purpose of this study is to analyse the complaint behaviour of hotel guests based on their online reviews. Furthermore, the importance of hotel responses to complaints and its impact on reducing customer dissatisfaction will be highlighted. The study is designed as explorative and inductive. The methodological approach is a content analysis on secondary data and the data used in this research is scraped from Booking.com. Tableau Data Analytics (2020.4) has been used to analysis the large amount of data in the database. The findings of the study underline the importance of monitoring and responding online reviews, since it is the most common place for hotel guests to write their complaint or feedback. Furthermore, the results call hotel managers attention to measure reputation risk level from the online reviews and take necessary action when its threshold is exceeded in service related areas.

Suggested Citation

  • Farzaneh Soleimani Zoghi, "undated". "An analysis on complaint behaviour of hotel guests in Italy," Review of Socio - Economic Perspectives 202212, Reviewsep.
    • Handle: RePEc:aly:journl:202212
    DOI: https://doi.org/10.19275/RSEP132
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    References listed on IDEAS

    as
    1. Xiangbin Yan & Jing Wang & Michael Chau, 2015. "Customer revisit intention to restaurants: Evidence from online reviews," Information Systems Frontiers, Springer, vol. 17(3), pages 645-657, June.
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    More about this item

    Keywords

    complaint behaviour; online reviews; customer satisfaction; reputation risk; hospitality business;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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