Abstract

Research into the effectiveness of customer complaint management has attracted researchers from various academic disciplines including Marketing, Consumer Behaviour, Management and its sub disciplines. However, there has been little discussion on customer complaint management in the context of knowledge management particularly in hotel settings. In order to address this gap, this paper aims to advance our understanding on knowledge management applications in the domain of hotel customer complaint management. It introduces a concept of hotel customer complaint management knowledge. The concept consists of four subsets of customer complaint management knowledge such as dissatisfied customer compliant management knowledge, employee customer complaint management knowledge, supplier customer complaint management knowledge and structured customer complaint management knowledge. The paper illustrates that the provision of such knowledge concept is essential for hotels in designing and implementing customer complaint management strategies and systems.