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- W2030253544 endingPage "573" @default.
- W2030253544 startingPage "539" @default.
- W2030253544 abstract "Every business aims at providing perfect service and satisfying their customers to the fullest extent. However, mistakes and failures are frequent occurrences in service businesses as is the case in hospitality industry. Customers' evaluations of organizations' responses to their complaints in service encounters are important elements of customer satisfaction and long-term loyalty. Thus, this study attempts first to find out the current complaint-handling practices in the hotel industries of two tourist destinations, namely Hong Kong, an internationally recognized tourism and business center, and Northern Cyprus, a developing island state. Then, factors influencing organizational responses to guest complaints in these two locations are highlighted. Expectantly, this study will provide some useful insights about the important phenomenon that is mostly studied from the customers' point of view. To do so, self-administrated questionnaires were sent to all members of major hotel associations in both locations..." @default.
- W2030253544 created "2016-06-24" @default.
- W2030253544 creator A5068811507 @default.
- W2030253544 date "2009-07-10" @default.
- W2030253544 modified "2023-10-16" @default.
- W2030253544 title "Factors Influencing Organizational Responses to Guest Complaints: Cases of Hong Kong and Northern Cyprus" @default.
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- W2030253544 doi "https://doi.org/10.1080/19368620903024959" @default.
- W2030253544 hasPublicationYear "2009" @default.
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