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Tourist Satisfaction & Complaining Behavior: Measurement & Management Issues in the Tourism & Hospitality Industry
Atila Yuksel (Ed.)
€ 156.35
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Description for Tourist Satisfaction & Complaining Behavior: Measurement & Management Issues in the Tourism & Hospitality Industry
Hardback. Editor(s): Yuksel, Atila. Num Pages: 318 pages, tables & charts. BIC Classification: KNSG. Category: (P) Professional & Vocational. Dimension: 263 x 187 x 23. Weight in Grams: 746.
Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful 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 inevitable customer complaints 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 ... Read more
Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful 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 inevitable customer complaints 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 ... Read more
Product Details
Publisher
Nova Science Publishers Inc United States
Number of pages
318
Format
Hardback
Publication date
2008
Condition
New
Weight
745g
Number of Pages
318
Place of Publication
New York, United States
ISBN
9781604560022
SKU
V9781604560022
Shipping Time
Usually ships in 5 to 9 working days
Ref
99-1
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