•Q1. What is the significance of managing the luxury hospitality consumer requests and complaints?
•Q2. Why is it necessary to manage the consumer requests and complaints?
•Q3. What are the various strategies utilized by the luxury hotels in London for consumer requests and complaints?
The research methodology will define and explain the various methods which have been utilized in the research to frame the research in an effective way and extract the expected outcomes by meeting all the objectives. All the methods used will be justified with the reason behind choosing them and advantages gained from them in conducting the research.
•The Research philosophy aims to prepare the direction in which the research will go further. The Research Philosophy is an efficient method from which data collection can be created, analyzed and used for the analysis.
•It is also linked to successful comparison and recognition of the field of research (Kumar, 2018). This research was carried out on the basis of the philosophy of positivism. Positivism philosophy has been extended to the analysis of the evidence collected in order to analyse several empirical concepts. People's psychology can be determined by the theory of positivism.
•Research Approach can be used as a research plan as it contributes effectively to the development of a research report. During a research, two types of research techniques are used, they are inductive and deductive approaches. Using a correct approach helps to develop the research with efficient concepts and theories which further helps to examine the subject on a broader basis (Flick, 2020).
•The deductive research approach contributes to the comprehensive provision of knowledge on a particular subject and other various sub topics in a detailed way. In order to provide a generalized perspective in the initial phase, the data obtained were analysed using the deductive method.
Research Methodology (contd.)
•Research design is a layout for a research project that allows many research techniques for the researcher to be used in the research in order to extract exact outcomes. It gives a thorough overview of a specific subject by addressing questions of what, how, where and when.
•This research took into account a descriptive style, which contributes to a detailed description of the data and may well present the subject of the analysis (Bairagi and Munot, 2019). By applying the descriptive study design, data on the subject can be efficiently analyzed and assessed.
•This research study was undertaken using secondary approaches to represent the subject of research in depth.
•Secondary method of data processing aims to analyze many past information from multiple sources, and supports a large volume of data and a thorough understanding of the subjects from a variety of writers' points of view (Daniel and Harland, 2017).
•The secondary data will be collected from various journals and peer reviewed articles, and many other authentic websites and literatures.
•In order to analyse, assess, transform and model data, the data analysis is carried out in order to obtain successful knowledge gained from the research data collected. In order to obtain valuable results, data analysis is carried out in order to successfully establish the expected research outcomes (Mishra and Alok, 2017).
•In order to represent the results of the information gathered, the data is analyzed. in thematic approach.
•Suryanarayanan, S., Srinivasan, S.R., Lin, W., Wang, L. and Sabharwal, J.K., 2021. Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore. In Service Excellence in Tourism and Hospitality (pp. 41-53). Springer, Cham.
•Sangpikul, A., 2021. Understanding the Subjective and Objective Assessments of Service Quality through Spa Customers’ E-complaints in Bangkok. Journal of Quality Assurance in Hospitality & Tourism, pp.1-28.
•Neves, M.S., 2019. Exploring customer interaction and management response in luxury hospitality through online reviews in social media (Doctoral dissertation).
•Alrawadieh, Z. and Dincer, M.Z., 2019. Reputation management in cyberspace: evidence from Jordan’s luxury hotel market. Journal of Hospitality and Tourism Technology.
•Moon, H., Wei, W. and Miao, L., 2019. Complaints and resolutions in a peer-to-peer business model. International Journal of Hospitality Management, 81, pp.239-248.
•Hwang, Y. and Mattila, A.S., 2020. The impact of customer compassion on face-to-face and online complaints. Journal of Hospitality Marketing & Management, 29(7), pp.848-868.
•Mmutle, T., 2017. Customers' perception of service quality and its impact on reputation in the hospitality industry.
•Kumar, R., 2018. Research methodology: A step-by-step guide for beginners. Sage.
•Flick, U., 2020. Introducing Research Methodology: Thinking Your Way Through Your Research Project. Sage.
•Bairagi, V. and Munot, M.V. eds., 2019. Research methodology: A practical and scientific approach. CRC Press.
•Daniel, B.K. and Harland, T., 2017. Higher education research methodology: A step-by-step guide to the research process. Routledge.
•Mishra, S.B. and Alok, S., 2017. Handbook of research methodology.