文章基本信息

标题：Mapping Out Factors Constraining Tourist Complaints: Hints For Managers Who Wish To Hear More
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作者：Erdogan H. Ekiz
期刊名称：Asian Journal of Business Management
印刷版ISSN：2041-8744
电子版ISSN：2041-8752
出版年度：2009
卷号：1
期号：1
页码：6-18
出版社：MAXWELL Science Publication
摘要：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.
关键词：Characteristics of tourism ; complaining behavior ; constraints ; managers ; tourists ;