özdal, fatma dokuz eylül üniversitesi - sosyal bilimler enstitiüsü, turkey , bardakoğlu, övünç dokuz eylül üniversitesi - seferihisar fevziye hepkon uygulamalı bilimler yüksekokulu - yüksekokulu/turizm işletmeciliği ve otelcilik anabilim dalı,, turkey

The Relationship Between Complaint Management Process And Knowledge Management in Hospitality Firms: The Çeşme Case

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The purpose of this study is to identify the kind of techniques that are used for complaint management in hospitality firms (of different sizes) and the way information technology is mobilized for handling customer complaints; and hence, to emphasize the significance of information technologies in customer complaint settlement process. To that end, a total of 21 face-to-face interviews were conducted with managers of various hospitality firms (5 big firms and 16 small firms), and they were requested to provide information on their firms’ respective way of handling complaints, and the degree to which complaint management is integrated with information management processes. According to the findings of the study, an effective complaint managament process consists of gathering, storing, analyzing, and sharing of all complaints, as well as using the outcomes to the benefit of the company (for developing their service quality etc.), which is possible through an effective use of information technology.

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Complaint Management , Information Management , Hospitality Firms.

Celal Bayar University Journal Of Social Sciences

248