Paper Critique

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Paper Critique [Student Name] [Course Title] [Instructor Name] [Date] Paper Critique of “Complaining in Cyberspace: The Motives and Forms of Hotel Guests' Complaints Online” Introduction The subject area of the study is highlighting the issue and problems in hotel hospitality and how customer experiences can benefit or harm the overall image of the hotel.


The authors of the report could have presented research questions in a simpler and straightforward way (Sparks & Browning, 2010). Literature Review The authors of the report have been able to gather sufficient resources and data for elaborating on the existing problem. Regarding the issue of online complaints and analysing online narratives and stories, the authors have been able to provide adequate models and theories for managers and staff. However, fewer sources are present, which discuss causes of complaints and how complaints can be categorised as beneficial or harmful for the hotel reputation. Core activities are defined as those which are the central services of the hotel, such as their food quality, cleanness, and all services on time and other administrative issues. On the other hand, peripheral activities are defined as those which are not the central services but have a major impact on customer experience, such as staff behaviour and communication skills of waiters, managers and other personnel. It can be said that these are two major aspects that form the basis of customer behaviour and probability of their future visits. ...
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