id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
ertr-142	Lertputtarak, Sarunya; Samokhin, Denis	Customer Complaints about Four Star Hotels in Pattaya, Thailand	2018	27	.pdf	application/pdf	8053	449	52	For online hotel customer complaints, Lee & Hu (2004) analyzed 222 hotel customer e- complaints from an internet complaint forum and found complaints were concerned with service provided not agreed upon, service declined in quality, rude staff, service never provided, overcharged, misleading advertising, unresponsive to requests for assistance, staff were confused/inefficient, unexpected/hidden fees, refused to adjust fees as guaranteed, refused to honor cancellations, service stopped, failed to credit promotional discounts, and payment was not credited. Yuksel, A., Kilinc, U.K., & Yuksel, F. (2006).Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviors.	cache/ertr-142.pdf	txt/ertr-142.txt