Power in praise: Exploring online compliments on luxury hotels in Malaysia

No Thumbnail Available
File version
Author(s)
Khoo-Lattimore, C
Ekiz, EH
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
2014
Size
File type(s)
Location
License
Abstract

Compliments are not only an indication of satisfaction but a broader range of motives relating to consumer behavior. They represent a potent form of feedback to businesses and their potential for helping to shape both organizational and individual behaviors may be greater than that of customer complaints. Despite the constantly increasing number of published work on the use of internet in hospitality literature, relatively little has been written on how guests use the internet to share their positive experiences. Keeping this in mind, this present research seeks to examine the compliments posted by guests who have stayed at five-star hotels in Kuala Lumpur, Malaysia. This paper identifies, through a qualitative analysis of 220 scripts, the kinds of compliments given and provides important implications to hoteliers. The results show "rooms," "staff," "food," "services," and "location" are the top five factors that guests applause. Discussion of these findings and implications of the results are also provided.

Journal Title
Tourism & Hospitality Research
Conference Title
Book Title
Edition
Volume
Issue
Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement
Item Access Status
Note
Access the data
Related item(s)
Subject
Commercial services
Marketing
Tourism
Tourism marketing
Tourist behaviour and visitor experience
Persistent link to this record
Citation
Collections