This study aims to develop a better understanding on how the application of knowledge\ud
management can lead to the advancement of pragmatic support in the management of\ud
hotel customer complaints. This thesis formulates a hotel customer complaint\ud
management knowledge concept and develops a knowledge-enabled hotel customer\ud
complaint management model. The formulation of the knowledge concept and the\ud
development of the knowledge-enabled model are based on an empirical investigation\ud
through interviews with domain experts. These experts include both practitioners in the\ud
hotel industry and academics in hospitality management