Customer Complaints; A Source of Discovering Hidden Needs of Inbound Beach Tourists of Sri Lanka

Authors

  • Malmi L. Wickramaratne University of Kelaniya
  • V. G. G. G. Karunasena University of Kelaniya

Keywords:

Accommodation, Customer needs, Complaints, Preferences

Abstract

In this paper, Authors describe unarticulated needs of inbound beach tourists of Sri Lanka and also describe factors that lead to customer dissatisfaction in relation to tourists’ accommodation sector in Sri Lanka.  Study uses online customer complaints and positive feedback to analyze their hidden needs. After a detailed analysis using laddering techniques, researchers provide recommendations for each tourist accommodation type with special emphasis on star class hotels in Sri Lanka, where there is volatility in room occupancy rates over the last few years.

References

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• Goffin K. Lemke F. Uncovering your customer's hidden needs, European Business Forum, Issue 18, pp 45-47, June 22, 2004

• Reynolds K. L., Harris L. C., (2005) "When service failure is not service failure: an exploration of the forms and motives of “illegitimate†customer complaining", Journal of Services Marketing, Vol. 19 Iss: 5, pp.321 - 335

• Sundaram, D. S., Mitra, K., & Webster, C., Word-of-Mouth Communications: A Motivational Analysis. Advances in Consumer Research, Vol. 25, pp 527-531, 1998.

• Szwejczewski, M., Goffin, K., *Baxter, D., identifying customers’ hidden needs: An exploratory study, 2011.

• The Global Logistics Research Team at Michigan State University, World class logistics: The challenge of managing continuous change. Oak Brook, IL: Council of Logistics Management, 1995

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Published

2015-02-15

How to Cite

Wickramaratne, M. L., & Karunasena, V. G. G. G. (2015). Customer Complaints; A Source of Discovering Hidden Needs of Inbound Beach Tourists of Sri Lanka. Asian Journal of Business and Management, 3(1). Retrieved from https://www.ajouronline.com/index.php/AJBM/article/view/2049