Evaluation of Guest Feedback Channels in China Hotels

中国酒店顾客反馈渠道之评价

Bibliographic Data

ID12974691
AuthorsVincent C S Heung (Hong Kong Polytechnic University, corresponding author), Deniz Kucukusta (0000-0001-8887-2177, Hong Kong Polytechnic University), Erdogan H Ekiz (0000-0002-9643-6663, Taylor's University)
Year2010
Volume6
Issue3
Pages296-309
Publication date2010-09-03
Open AccessNo
TypeARTICLE
VenueJournal of China Tourism Research (JOURNAL)
Journal identifiersISSN: 1938-8160 • E-ISSN: 1938-8179
PublisherTaylor & Francis (PUBLISHER • GB)
DOI10.1080/19388160.2010.505135
OpenAlexW1489746219
LanguageEN
Citations received2
References cited32

Through systematically collecting, analyzing, and disseminating guest feedback information about their ever changing needs and wants as well as about any service failures that occur, the guest feedback system can be a very useful tool for hotel management. The data collected can be utilized by hotels to enhance quality, locate quality problems, and develop improvement procedures. This study attempts to explore guests' evaluations of guest feedback channels in China's hotels. Data were collected from 248 hotel guests at six hotels in China. Results reveal that the guest comment card is the most commonly used feedback channel by hotel guests and guest contact staff is perceived to be the most effective among all feedback channels. The results could have important implications for China's hotels when they try to develop successful guest feedback systems for their respective hotels

Business · Channel (broadcasting · China · Dissemination · Political science · Quality (philosophy · Service (business · Service quality · Telecommunications · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Technology Adoption and User Behaviour · Marketing

Tools

Open DOISci-Hub