|
Abstract
|
Article Information:
Mapping Out Factors Constraining Tourist Complaints: Hints For Managers Who Wish To Hear More
Erdogan H. Ekiz
Corresponding Author: Erdogan H. Ekiz
Submitted: 2009 June, 09
Accepted: 2009 August, 07
Published: |
Abstract:
|
Present study aims (i) to review how unique features of the tourism industry that may shape its
consumers’ complaining behaviors and (ii) to find out possible constraints of tourist complaining. Given that
tourism is comparatively a new discipline most theories being used to explain this phenomenon are borrowed
from mainstream disciplines. Perhaps for this reason many scholars directly use consumer behavior theories
to examine tourist behaviors without considering the unique features of the tourism industry. In tourism industry
where service failures are unavoidable due to its inherent nature success of any company requires hearing from
their unhappy customers. To do so, managers need to understand factors stopping their custom ers to voice their
dissatisfaction. In this vein, results of a thorough literature review suggested that there are five constraints (time,
involvement, communication, familiarity and holiday mood) that managers should be mindful, if they w ant to
receive complaints. Section on major findings of the relevant literature is followed by definitions of these
constructs and presentation of the implications for the academia and industry.
Key words: Characteristics of tourism, complaining behavior, constraints, managers, tourists, ,
|
|
Abstract
|
PDF
|
HTML |
|
Cite this Reference:
Erdogan H. Ekiz, . Mapping Out Factors Constraining Tourist Complaints: Hints For Managers Who Wish To Hear More. Asian Journal of Business Management, (1): Page No: 6-18.
|
|
|
|
 |
ISSN (Online): 2041-8752
ISSN (Print): 2041-8744 |
 |
| Information |
|
|
|
|
| Sales & Services |
|
|
|
|
