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01.Tourism Development: Economics, Management and Strategy
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03.Tourism Economics: Concepts and Practices
04.Tourist Satisfaction and Complaining Behavior: Measurement and Management Issues in the Tourism and Hospitality Industry
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Tourist Satisfaction and Complaining Behavior: Measurement and Management Issues in the Tourism and Hospitality Industry
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Editors: Atila Yuksel (Adnan Menderes Univ., Aydin Turkey)
Book Description:
Effective Management of customer satisfaction and complaints is essential for oganizations in terms of profitability and sustainability. This book details this subject. Organizations, sucessful 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 inveitable customer compaints 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 particulary in service failure situations hinges largely on an understanding of the formation of satisfaction judgment, the scrutiny of triggers that cause varied customer behaviors in failure situations and devising of customer-driven recovery strategies that would yield preferred behaviors. 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 mangerially important issues.

Table of Contents:
Preface

Acknowledgement

Chapter 1 - Introduction to Customer Dis-satisfaction Management; pp. 1-27
(Atila Yüksel Adnan Menderes University, Aydin Turkey)

Chapter 2 - Tourist Satisfaction: Definitional and Relational Issues; pp. 29-48
(Atila Yüksel & Fisun Yüksel, Adnan Menderes Univ.)

Chapter 3 - Customer Value in the Tourism and Hospitality Industry – A risk-adjusted approach; pp. 49-64
(Philipp E. Boksberger, Univ. of Applied Sciences HTW Chur)

Chapter 4 - Consumer Satisfaction Theories: A Critical Review;
pp. 65-88
(Atila Yüksel & Fisun Yüksel)

Chapter 5 - Comparison Standards in Customer Satisfaction/ Dissatisfaction Research; pp. 89-104
(Atila Yüksel & Fisun Yükse)

Chapter 6 - Image and Multiple Comparison Standards in Tourist Service Satisfaction; pp. 105-119
(Héctor San Martín Gutiérrez; Jesús Collado Agudo and Ignacio Rodríguez del Bosque Rodríguez (Administration, Faculty of Economics, Cantabria University)


Chapter 7 - Who Determines Satisfaction: Researcher or The Researched?; pp. 121-136
(Fisun Yuksel and Atila Yuksel)

Chapter 8 - Cross-Cultural Comparisons of Tourist Satisfaction: Assessing Analytical Robustness (Sara Dolnicara; Bettina Grünb & Huong Lea; pp. 137-150
University of Wollongong,Austrailia, Vienna Univ. of Technology)

Chapter 9 - Divers’ Experiences and their Level of Satisfaction in the Maldives – Empirical Research; pp. 151-165
(Ahmed Saliha & Alison McIntoshb (Hong Kong Polytechnic Univ. & Univ. of Waikato)

Chapter 10 - Different Nationalities, Different Holiday Motivations and Attribute-seeking Patterns; pp. 167-185
(Atila Yüksel & Fisun Yüksel)

Chapter 11 - Segmenting tourists based on satisfaction and satisfaction patterns; pp. 186-204
(Sara Dolnicar & Huong Le, Univ. of Wollongong, Austrailia)

Chapter 12 - A Study of Hotel Service Recovery Strategy; pp. 205-216 (John W. O’Neill & Anna S. Mattila, Pennsylvania State Univ.)

Chapter 13 - A Cognitive Appraisal Process Model of Emotions and Complaining Behavior; pp. 217-232
(Heejung Ro & Anna S. Mattila, Pennsylvania State Univ.)

Chapter 14 - Customer Recovery Judgments: Effects of Verbal and Non-verbal Responses; pp. 233-245
(Atila Yüksel & Serhat Cengiz, Adnan Menderes Univ.)

Chapter 15 - Indirect Customer Voices to Service Failures: Content Analysis of E-Complaints; pp. 247-261
(Abdullah Tanrısevdi, Adnan Menderes Univ.)

Chapter 16 - Tourist’s onsite Perceptions, Evaluations and their Approach/Avoidance Behaviors: Positive Reinforcement through Media Exposure; pp. 263-271
(Atila Yüksel & Ergün Efendi, Adnan Menderes Univ.)

Chapter 17 - Destination Personality and Favorable Image Creation through Mediated Experiences - Holiday Postcards; pp. 273-286
(Yasin Bilima & Atila Yükselb Mustafa Kemal Univ., Adnan Menderes Univ.)

Chapter 18 - Do we need to change the research perspective to better understand customer dissatisfaction? How could it be?; pp. 287-297 (Burak Mil & Atila Yüksel Adnan Menderes Univ.)

List of Authors

Index

   Binding: Hardcover
   Pub. Date: 2008 1st quarter
   Pages: 318 pp.
   ISBN: 978-1-60456-002-2
   Status: AV
  
Status Code Description
AN Announcing
FM Formatting
PP Page Proofs
FP Final Production
EP Editorial Production
PR At Prepress
AP At Press
AV Available
  
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Tourist Satisfaction and Complaining Behavior: Measurement and Management Issues in the Tourism and Hospitality Industry