Winning Potential Customers through Online Complaint Management: A Case of Malaysian Hospitality Industry

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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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Bibliographic Details
Main Author:	Liew, Fionn Yin Foong
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HD28 Management. Industrial Management
Online Access:	http://eprints.intimal.edu.my/815/ http://eprints.intimal.edu.my/815/1/144.pdf

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