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Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus

Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions. Implications of the results for hotel managers and public policy makers are discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality & Leisure Marketing Taylor & Francis

Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus

Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus

Journal of Hospitality & Leisure Marketing , Volume 11 (2-3): 16 – Aug 25, 2004

Abstract

This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions. Implications of the results for hotel managers and public policy makers are discussed.

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References (55)

Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1050-7051
eISSN
1541-0897
DOI
10.1300/J150v11n02_04
Publisher site
See Article on Publisher Site

Abstract

This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions. Implications of the results for hotel managers and public policy makers are discussed.

Journal

Journal of Hospitality & Leisure MarketingTaylor & Francis

Published: Aug 25, 2004

Keywords: Service recovery; hospitality industry; marketing strategies; Northern Cyprus; survey

There are no references for this article.