Winning Potential Customers through Online Complaint Management: A Case of Malaysian Hospitality Industry
Today’s travel planners are increasingly depending on online travel reviews to facilitate their decisions on travel decisions on travel arrangement including hotel booking. In relation to this, hotel managers must carefully handle negative reviews i.e. online complaints which can impact potential cu...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | http://eprints.intimal.edu.my/815/1/144.pdf http://eprints.intimal.edu.my/815/ |
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