SUDIARTA, Made; SANTRA, I Ketut; HAKIM, Jumhur. Effective guest complaint management for hotel front office staff: Active listening, prompt resolution, empathy, and consistent follow-up. Journal of Commerce, Management, and Tourism Studies, Indonesia, v. 4, n. 3, p. 418–429, 2025. DOI: 10.58881/jcmts.v4i3.391. Disponível em: https://ympn.co.id/index.php/JCMTS/article/view/391. Acesso em: 26 jan. 2026.