Konaklama İşletmelerinde Şikayet Yönetim Süreci-Bilgi Yönetimi İlişkisi: Çeşme Örneği
The Relationship Between Complaint Management Process and Knowledge Management in Hospitality Firms: The Çeşme Case

Summary/Abstract: 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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