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Title: |
Tourist Satisfaction & Complaining Behavior |
| Sub-title: |
Measurement & Management Issues in the Tourism & Hospitality Industry |
Search Result:
| Edited by: |
Atila Yuksel |
| ISBN10-13: |
1604560029 : 9781604560022 |
| Illustrations: |
tables & charts |
| Format: |
Hardback |
| Size: |
180x260mm |
| Pages: |
318 |
| Weight: |
.872 Kg. |
| Published: |
Nova Science Publishers, Inc (US) - December 2008 |
| List Price: |
132.99 Pounds Sterling |
| Availability: |
Temporarily Out of Stock, more expected soon
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| Subjects: |
Tourism industry |
| Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful in delivering a high level of customer satisfaction, tend to reap the benefits in the form of repeat patronage among existing customer and recruitment of new customers. Empirical and anecdotal evidence suggest that negligence of customer dissatisfaction and inevitable customer complaints might be costly. Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions and harms a company's reputation. Management of customer satisfaction particularly in service failure situations hinges largely on an understanding of the formation of satisfaction judgement, the scrutiny of triggers that cause varied customer behaviours in failure situations and devising of customer-driven recovery strategies that would yield preferred behaviours. In other words, that execution of customer satisfaction and handling of customer complaints depend heavily on actionable information (i.e., feedback gathered from valid and continuous measurement) should not be an overstatement. Thus, departing from the absence of a comprehensive treatment, this research based book attempts to fill the gap by addressing seven theoretically and managerially important issues. |
| Table of Contents: |
| Preface; Acknowledgement; Introduction to customer dissatisfaction management; Tourist satisfaction -- definitional and relational issues; Customer value in the tourism and hospitality industry -- a risk-adjusted approach; Consumer satisfaction theories -- a critical review; Comparison standards in customer satisfaction/ dissatisfaction research; Image and multiple comparison standards in tourist service satisfaction; Cross-cultural comparisons of tourist satisfaction -- assessing analytical robustness; Divers' experiences and their level of satisfaction in the Maldives -- empirical research; Different nationalities, different holiday motivations and attribute-seeking patterns; Segmenting tourists based on satisfaction and satisfaction patterns; A study of hotel service recovery strategy(; A cognitive appraisal process model of emotions and complaining behavior; Customer recovery judgments -- effects of verbal and non-verbal responses; Indirect customer voices to service failures -- content analysis of e-complaints; Tourist's onsite perceptions, evaluations and their approach/avoidance behaviors -- positive reinforcement through media exposure; Destination personality and favorable image creation through mediated experiences -- holiday postcards; Do we need to change the research perspective to better understand customer dissatisfaction? How could it be?; Index. |
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