Customer Complaints; A Source of Discovering Hidden Needs of Inbound Beach Tourists of Sri Lanka
Keywords:Accommodation, Customer needs, Complaints, Preferences
AbstractIn 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 touristsâ€™ accommodation sector in Sri Lanka.Â 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.
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