Tourist satisfaction & complaining behavior: measurement & management issues in the tourism & hospitality industry
Éditeur :
Nova Science Publishers Inc
ISBN :
9781604560022
Date de publication :
5 déc. 2008
Dimensions :
18,0 x 26,0 cm
Poids :
872 g
Langue :
Anglais
Pays d'origine :
USA
Effective management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions and harms a company's reputation. This book addresses 7 theoretical and managerial issues.