{"id":"https://openalex.org/W7225448734","doi":"https://doi.org/10.17605/osf.io/ag297","title":"Hospitality Guest Relations Management: Service Procedures, Complaint Resolution, and Satisfaction Evaluation","display_name":"Hospitality Guest Relations Management: Service Procedures, Complaint Resolution, and Satisfaction Evaluation","publication_year":2026,"publication_date":"2026-11-07","ids":{"openalex":"https://openalex.org/W7225448734","doi":"https://doi.org/10.17605/osf.io/ag297"},"language":"en","primary_location":{"id":"doi:10.17605/osf.io/ag297","doi":"https://doi.org/10.17605/osf.io/ag297","is_oa":true,"landing_page_url":"https://doi.org/10.17605/osf.io/ag297","pdf_url":null,"source":{"id":"https://openalex.org/S7407050956","display_name":"Open Science Framework","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2799848540","host_organization_name":"Center for Open Science","host_organization_lineage":["https://openalex.org/I2799848540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.17605/osf.io/ag297","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5136321393","display_name":"Yoesoep Edhie Rachmad","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Yoesoep Edhie Rachmad","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5136321393"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.002899999963119626,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.000699999975040555,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-procedures","display_name":"service procedures","score":0.8199999928474426},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.9779999852180481},{"id":"https://openalex.org/keywords/customer-satisfaction-measurement","display_name":"customer satisfaction measurement","score":0.8500000238418579},{"id":"https://openalex.org/keywords/guest-experience","display_name":"guest experience","score":0.8429999947547913},{"id":"https://openalex.org/keywords/hospitality-management","display_name":"hospitality management","score":0.6480000019073486}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.9406999945640564},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.7705000042915344},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5891000032424927},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4880000054836273},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4230000078678131},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.39559999108314514},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.3939000070095062},{"id":"https://openalex.org/C2988250419","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Consumer satisfaction","level":2,"score":0.3702000081539154},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.36469998955726624},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3400999903678894},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.33809998631477356},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3319000005722046},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3098999857902527},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.27619999647140503},{"id":"https://openalex.org/C189705334","wikidata":"https://www.wikidata.org/wiki/Q15816013","display_name":"Hospitality management studies","level":3,"score":0.2689000070095062},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.2590000033378601},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.25380000472068787}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.17605/osf.io/ag297","doi":"https://doi.org/10.17605/osf.io/ag297","is_oa":true,"landing_page_url":"https://doi.org/10.17605/osf.io/ag297","pdf_url":null,"source":{"id":"https://openalex.org/S7407050956","display_name":"Open Science Framework","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2799848540","host_organization_name":"Center for Open Science","host_organization_lineage":["https://openalex.org/I2799848540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.17605/osf.io/ag297","doi":"https://doi.org/10.17605/osf.io/ag297","is_oa":true,"landing_page_url":"https://doi.org/10.17605/osf.io/ag297","pdf_url":null,"source":{"id":"https://openalex.org/S7407050956","display_name":"Open Science Framework","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2799848540","host_organization_name":"Center for Open Science","host_organization_lineage":["https://openalex.org/I2799848540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2912905097","https://openalex.org/W3198878750","https://openalex.org/W7225053572","https://openalex.org/W7101001992","https://openalex.org/W4226064971","https://openalex.org/W7220310127","https://openalex.org/W1547697935","https://openalex.org/W2350157222","https://openalex.org/W2345279776","https://openalex.org/W4285147780"],"abstract_inverted_index":{"Rachmad,":[0],"Yoesoep":[1],"Edhie.":[2],"2027.":[3],"Hospitality":[4],"Guest":[5,16],"Relations":[6],"Management:":[7],"Service":[8],"Procedures,":[9],"Complaint":[10],"Resolution,":[11],"and":[12],"Satisfaction":[13],"Evaluation.":[14],"International":[15],"Experience":[17],"Publishers.":[18]},"counts_by_year":[],"updated_date":"2026-11-09T13:22:03.289127","created_date":"2026-11-08T00:00:00"}