Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Entire DC Network
How Constraints On Tourist Complaints Affect Perceptions Of Justice And Intentions Of Loyalty: Case Of Tourists From China Visiting Turkey, Erdogan Ekiz
Journal of Global Business Insights
Companies rarely enjoy hearing bad news, particularly when it comes from dissatisfied customers. Yet, in the face of continually growing competition and empowerment of customers, it is essential that companies learn of the problems that are causing their customers distress. In fact, companies never hear from most of the customers who simply go away unsatisfied, without voicing their complaints. The tourism and hospitality industries have a number of unique features that make them especially susceptible. Although several studies treat tourist complaints and general consumer complaints as the same, Ekiz (2011) reasoned that these unique features demand a new measurement scale, …