文章基本信息

标题：A Content Analysis About e-Complaints of the Hospitality Enterprises in Manavgat Regions
其他标题：Manavgat Bölgesindeki Konaklama İşletmelerine Yönelik e-Şikayetlerin İçerik Analizi
本地全文：下载
作者：E.Köksal SEZGİN ; E.Köksal SEZGİN ; Seyran EFİLTİ 等
期刊名称：Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
印刷版ISSN：1300-3747
出版年度：2012
卷号：16
期号：2
页码：111-118
语种：English
出版社：Çukurova University
摘要：There has been rapid improvements in communication technologies and in management of the customer complaints in an effective way. The consumers and enterprises which acommodate themselves with this situation are able to express themselves on online medium using the internet. It is seen these commments which can be called e-complaints has become an important source of information for users who are about to take travel decisions. Primary purpose of this work is to evaluate with content analysis method total 1474 comments belonging to hotel enterprises which are found on the site of trip advisor and active in the region of Antalya Manavgat Turkey, according to site’s own evaluation system under the titles of location hygiene service and sleep quality.it is also aimed that the mentioned complaints are understood and managed well the acquired finding’s contribution to the application process has been discussed and suggestion have been given.
其他摘要：İletişim Teknolojileri ve müşteri şikayetlerinin etkili bir şekilde yönetimi konusunda hızlı gelişmeler olmuştur. Bu durumdan yararlanmak isteyen tüketiciler ve işletmeler internet kullanımlarını arttırmaktadır. Eşikayetler olarak ifade edilebilen görüşle
关键词：Customer Complaints;Customer Satisfaction;Hostpitality Enterprises
其他关键词：Müşteri Şikayetleri;Müşteri Memnuniyeti;Konaklama İşletmeleri