Developing a knowledge model to support the management of hotel customer complaints

This study aims to develop a better understanding on how the application of knowledge\ud management can lead to the advancement of pragmatic support in the management of\ud hotel customer complaints. This thesis formulates a hotel customer complaint\ud management knowledge concept and develops a knowledge-enabled hotel customer\ud complaint management model. The formulation of the knowledge concept and the\ud development of the knowledge-enabled model are based on an empirical investigation\ud through interviews with domain experts. These experts include both practitioners in the\ud hotel industry and academics in hospitality management