Download or read book Tourist Satisfaction and Complaining Behavior written by Atila Yüksel and published by . This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Impacts of National Character on Critical Factors of Customer Satisfaction and on Customers Behavioral Intentions in Service Organizations written by Ladis Komba and published by . This book was released on 1997 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Handbook of Tourist Behavior written by Metin Kozak and published by Routledge. This book was released on 2009-01-13 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s highly competitive and global economy, understanding tourist behavior is imperative to success. Tourist behavior has become a cornerstone of any marketing strategy and action. This book provides an overview of such processes and influences and explains the concepts and theories that underlie tourist decision making and behavior.

Download or read book Effects of Tourist Complaining Constraints on Justice Perceptions and Loyalty Intention written by Haktan Erdogan Ekiz and published by . This book was released on 2012 with total page 434 pages. Available in PDF, EPUB and Kindle. Book excerpt: To answer these questions, a review of relevant literature covering consumer complaining behavior and tourist behavior was necessary. Results of this review were used to develop a set of interview questions (TCC dimensions) and questionnaire items (justice and loyalty dimensions). Transcripts created from 15 in-depth interviews with Chinese and American graduate students generated an initial pool of 61 items. Thereafter, through the examination of dimensionality, reliability, factor structure and validity, these items were purified (Hair, Money, Samouel, & Page, 2007; Churchill, 1979). Through judgmental sampling 1,822 respondents from China and America, were recruited for input into the study. These included 884 Chinese and 938 American graduate students. Using a set of multiple-choice questions, the students were asked to read and consider a failure scenario and to provide answers based on a seven-point Likert scale (Likert, 1932). A series of comprehensive data analysis was collected which included descriptive, multivariate and structural equation modeling producing a 15-item TCC scale. Five factors emerged as statistically reliable and valid (Babbie, 2004). Results of the SEM analyses indicated that the hypothesized model fitted the data reasonably well based on several well-accepted indices (Joreskog, & Sorbom, 1996). Through conducting both exploratory and confirmatory factors analyses and overall factorial structure of five TCC dimensions, three justice perception dimensions and loyalty intention dimensions were thereafter confirmed. Results from the path analysis indicated that in the main hypothesized relationships were supported From the service recovery perspective, it is crucial for tourism managers to know the factors affecting their customers?complaining behaviors (Ekiz, & Au, 2009). Keeping this in mind, the thesis investigated tourist complaining behavior and the effects of national culture and magnitude of failure. Major findings from this research are listed below. - This thesis developed a tailor-made multiple-item measurement scale, TCC, which contains five factors that constrains tourists complaining behavior. - Limited time, unfamiliarity, limited communication, limited involvement and being in a positive holiday mood are factors that hinder tourists complaining behavior. - Cultural background of the respondents affects the perceived importance of these constraining factors. - The TCC scale fills the gap in tourism literature by highlighting the differences between consumer and tourist complaining behaviors. - With regard to the relationship between justice perceptions and loyalty intentions to the company, results suggest that hotel guests expect a fair recovery to keep them loyal to the company, regardless of their cultural background. - The magnitude of failure significantly moderates the relationship from justice perceptions to loyalty intentions in all sub-samples. Academic and industrial implications, as well as a detailed discussion of each in the light of existing literature, are provided within this thesis. Therefore, findings from this thesis should be interpreted in light of these limitations. The methodology used to manage empirical research may have inherent limitations including the use of a non-probabilistic sampling technique (Schoemaker, 1993), using scenarios (Casado-Diaz et al., 2007) and student respondents (Ekiz et al., 2008). This methodology with similar research steps, has found strong support in consumer behavior studies (Fornell, & Westbrook, 1979; Hess et al., 2003) and tourism literature (Fu, & Mount, 2007; Heung, & Lam, 2003; O'Neill, & Mattila, 2004). Future studies can (i) use one of the probabilistic sampling techniques, (ii) focus on finding and studying real failures and (iii) select actual tourists who are currently having their holidays or leaving at ports of exit after holidays. As a closing note, replication studies using a larger sample size elsewhere with members of different cultures would be fruitful for further generalization of the newly developed TCC scale.

Download or read book Cases on Traveler Preferences Attitudes and Behaviors Impact in the Hospitality Industry written by Catenazzo, Giuseppe and published by IGI Global. This book was released on 2023-08-05 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the modern hospitality industry, it is critical to understand travelers’ needs and wants for businesses to survive and remain competitive. Further study on understanding travelers’ motivations is essential in this field. Cases on Traveler Preferences, Attitudes, and Behaviors: Impact in the Hospitality Industry showcases several research-based case studies to understand travelers’ preferences, attitudes, and behaviors to illustrate empirical methodologies in order to guide academics and practitioners in their research endeavors. Covering key topics such as destinations, rural areas, social impacts, and tourism management, this reference work is ideal for industry professionals, policymakers, researchers, academicians, scholars, practitioners, instructors, and students.

Download or read book Consumer Behavior in Travel and Tourism written by Kaye Sung Chon and published by Routledge. This book was released on 2012-10-12 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: Containing original and previously unpublished theoretical and empirical studies, Consumer Behavior in Travel and Tourism will give professionals, professors, and researchers in the field up-to-date insight and information on trends, happenings, and findings in the international hospitality business arena. A great resource for educators, this book is complete with learning objectives, concept definitions, and even review questions at the end of each chapter. From this book, readers will understand and learn the needs and preferences of tourists and how to investigate the process of destination and product selection to help provide customers with products and services that will best meet their needs. In today's highly competitive business environment, understanding travel behavior is imperative to success. Consumer Behavior in Travel and Tourism brings together several studies in one volume, representing the first attempt to explore, define, analyze, and evaluate the consumption of tourist and travel products. This guide offers essential research strategies and methods that enables readers to determine the wants and needs of tourists, including: discussing and evaluating the main factors that affect consumer behavior in travel and tourism, such as travel motivation, destination choice, and the consequent travel behavior exploring the various decision-making processes of consumers that leads to consequent destination choices through case study analysis and marketing suggestions determining customer expectations of products through a variety of research techniques in order to find ways of improving satisfaction examining selected research tools, such as product positioning and repositioning and using perceptual maps, to evaluate the market implications of using qualitative and/or quantitative research techniques detecting and analyzing the relative roles individual, environmental, socioeconomic, and demographic factors play in choosing travel destinations Full of detailed charts and graphs, Consumer Behavior in Travel and Tourism illustrates key points to give you a better understanding of important facts and findings in the field.

Download or read book Handbook of Consumer Behavior Tourism and the Internet written by Juline E. Mills and published by Routledge. This book was released on 2013-07-04 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make the most of your online business resources The growing acceptance and use of the Internet as an increasingly valuable travel tool has tourism and hospitality businesses taking a critical look at their business-to-customer online environments while pondering such questions as, “How do I get people to visit my Web site?” “Is my Web site attracting the ’right’ kind of e-consumers?” and “How do I turn browsers into buyers?” The Handbook of Consumer Behavior, Tourism, and the Internet analyzes the latest strategies involving Internet business applications that will help you attract—and keep—online travel customers. Researchers from the United States, Europe, and Asia present the latest findings you need to make the right decisions regarding long-term e-commerce development and planning. The Handbook of Consumer Behavior, Tourism, and the Internet examines vital issues affecting the travel and tourism industry from an online perspective. This book analyzes the latest theory and research on general online buyer characteristics, the differences between online and offline consumer behavior, the differences between broadband and narrowband users, the online search process, quality and perception of lodging brands, and Web site design, maintenance, and development. Each section of the book includes a model/diagram that serves as an overview of the topic, followed by a thorough discussion on the topic from several sources. Each section ends with commentary on the areas where future research is needed. The book’s contributors use a variety of research methodologies ranging from qualitative data analyses using artificial neutral network analysis, to experimental design, non-parametric statistical tests, and structural equation modeling. Topics examined in the Handbook of Consumer Behavior, Tourism, and the Internet include: the need for businesses to use internal examinations to determine and meet online consumer needs the emerging field of e-complaint behavior—consumers taking to the Web to voice complaints about travel services how to use e-tools to measure guest satisfaction how to measure consumer reaction to Web-based technology the Internet’s impact on decision making for travel products and how to use e-mail marketing, electronic customer relationship management (eCRM), Web positioning, and search engine placement The Handbook of Consumer Behavior, Tourism, and the Internet is equally valuable as a classroom resource or professional reference, providing up-to-date material on Internet applications and their impact on consumers and e-commerce.

Download or read book Consumer Behavior in Tourism and Hospitality Research written by Arch G. Woodside and published by Emerald Group Publishing. This book was released on 2017-08-09 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt: The chapters in this volume provide tools and evidence useful for deep understanding of tourists’ buying, consumption, and being through examinations of consumers’ self-descriptions of personal markers of their trip configurations.

Download or read book Current Issues and Development in Hospitality and Tourism Satisfaction written by John Alan Williams and published by Psychology Press. This book was released on 2003 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Co-published simultaneously as Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4 2003.

Download or read book Consumer Psychology of Tourism Hospitality and Leisure written by Arch G. Woodside and published by CABI. This book was released on 2001 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is based on papers given at the 2nd Symposium on Consumer Psychology of Tourism, Hospitality and Leisure (CPTHL) in Vienna in July 2000. The Symposium comprised papers reflecting the progress in consumer psychology theory and research. The Vienna Symposium put special emphasis on consumer decision making for evaluating choice alternatives in tourism, leisure, and hospitality operations. The reports have been arranged into five major compartments.

Download or read book Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior written by and published by . This book was released on 1999 with total page 628 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Consumer Behaviour in Hospitality and Tourism written by Saurabh Kumar Dixit and published by Taylor & Francis. This book was released on 2021-09-15 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer behaviour includes individual decision-making (IDM). IDM has implications in customer satisfaction, loyalty, and other behavioural intentions toward the organisations’ products and services. Consumer Behaviour in Hospitality and Tourism targets to study consumers and tourists in different leisure and touristic places such as hotels, convention centres, amusement parks, national parks, and the transportation sector. The aim of this book is to provide a broad view of novel topics and presents the current scenario in the hospitality and business arena. This edited volume has seven chapters and each chapter addresses varied themes relating to consumer behaviour, ranging from sustainable tourism, environmental issues, and green tourism to the impact of hotel online reviews using social media. It will be of great interest to researchers and scholars interested in Consumer Behaviour, Hospitality, and Tourism. The chapters in this book were originally published as a special issue of the Journal of Global Scholars of Marketing Science.

Download or read book Tourist Behavior written by Metin Kozak and published by Springer. This book was released on 2018-04-18 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines and analyzes tourism consumption and tourist experiences, employing a systematic and case study-driven perspective. Covering approaches with a wider geographical background, it considers issues like tourism place experience and co-creation, as well as the behavior of tourists on guided tours, at trade shows and exhibitions, and in museums. Dedicated chapters deal with the aspect of customer satisfaction in places such as hotels or restaurants. In closing, the book highlights tourist behavior in the context of cultural heritage, regional and cultural differences and the general frameworks of consumer happiness and responsibility. Given its focus, the book provides a unique view on the interplay of tourism consumption and tourist experiences, and presents a comprehensive selection of case studies to exemplify and discuss in detail the frameworks covered and the current state of practice.

Download or read book European Journal of Tourism Research written by and published by Varna University of Management. This book was released on 2017-06-01 with total page 285 pages. Available in PDF, EPUB and Kindle. Book excerpt: The European Journal of Tourism Research is an interdisciplinary scientific journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as management, marketing, sociology, psychology, geography, political sciences, mathematics, statistics, anthropology, culture, information technologies and others are invited. The journal is open to all researchers. Young researchers and authors from Central and Eastern Europe are encouraged to submit their contributions. Regular Articles in the European Journal of Tourism Research should normally be between 4 000 and 20 000 words. Major research articles of between 10 000 and 20 000 are highly welcome. Longer or shorter papers will also be considered. The journal publishes also Research Notes of 1 500 – 2 000 words. Submitted papers must combine theoretical concepts with practical applications or empirical testing. The European Journal of Tourism Research includes also the following sections: Book Reviews, announcements for Conferences and Seminars, abstracts of successfully defended Doctoral Dissertations in Tourism, case studies of Tourism Best Practices. The European Journal of Tourism Research is published in three Volumes per year. The full text of the European Journal of Tourism Research is available in the following databases: EBSCO Hospitality and Tourism CompleteCABI Leisure, Recreation and TourismProQuest Research Library Individual articles can be rented via journal's page at DeepDyve. The journal is indexed in Scopus and Thomson Reuters' Emerging Sources Citation Index. The editorial team welcomes your submissions to the European Journal of Tourism Research.

Download or read book Benchmarks in Hospitality and Tourism written by Sungsoo Pyo and published by Routledge. This book was released on 2013-10-14 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: This pioneering book will familiarize you with benchmarking techniques that can be used to gauge and improve the performance of hospitality and tourism businesses anywhere! With compelling case studies drawn from hotel management, environmental systems, and destination practices, it examines important aspects of benchmarking, including satisfaction barometers, indicator development, and finding/networking with benchmarking partners.

Download or read book Handbook of Tourism and Quality of Life Research written by Muzaffer Uysal and published by Springer Science & Business Media. This book was released on 2012-01-07 with total page 740 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality of life (QOL) research in tourism has gained much momentum over the last two decades. Academics working in this area research issues related to tourists and host communities. Practitioners are becoming increasingly interested in understanding the science that allows them to develop better marketing and managerial programs designed to enhance the quality of life of tourists. Tourism bureaus and government agencies are increasingly interested in issues of sustainable tourism, specifically in understanding and measuring the impact of tourism on the quality of life of the residents of the host communities. This handbook covers all relevant topics and is divided into two parts: research relating to travelers/tourists, and research relating to the residents of host communities. It is the only state-of-the-art reference book in its field and will prove invaluable to academics interested in QOL research, as well as tourism practitioners interested in applying the science of QOL in the tourism industry.

Download or read book Current Issues in Hospitality and Tourism written by A. Zainal and published by CRC Press. This book was released on 2012-08-22 with total page 666 pages. Available in PDF, EPUB and Kindle. Book excerpt: Globally the hospitality and tourism industry is evolving and undergoing radical changes. The past practices are now advancing through the rapid development of knowledge and skills acquired to adapt and create innovations in various ways. Hence, it is imperative that we have an understanding of the present issues so that we are able to remedy probl