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Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels

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  • Erdogan Haktan Ekiz
  • Huseyin Arasli

    (Eastern Mediterranean University, Turkish Republic of Northern Cyprus)

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    Abstract

    Today, businesses are operating in a global economy, markets are characterized by hypercompetition and businesses must adapt themselves to the empowered consumer. Companies need to focus on customer needs and wants, quality and customer retention through correcting mistakes. This study aims to measure the effects of apology, redress, explanation, attentiveness and promptness on complainant satisfaction, repurchase intentions and word of mouth communication through the use of a sample of Turkish customers, accommodated in three, four, and five star hotels in Northern Cyprus. Implications for managers, limitations, and implications for future research are presented in the following sections of the study.

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    File URL: http://www.fm-kp.si/zalozba/ISSN/1581-6311/5_271-287.pdf
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    Bibliographic Info

    Article provided by University of Primorska, Faculty of Management Koper in its journal Managing Global Transitions.

    Volume (Year): 5 (2007)
    Issue (Month): 3 ()
    Pages: 271-287

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    Handle: RePEc:mgt:youmgt:v:5:y:2007:i:3:p:271-287

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    Related research

    Keywords: customer complaints; organizational responses; satisfaction; repurchase intension; word of mouth communication; Northern Cyprus hotel industry;

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    1. Maja Konecnik & Mitja Ruzzier, 2006. "The Influence of Previous Visitation on Customer's Evaluation of a Tourism Destination," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 4(2), pages 145-165.
    2. Gilly, Mary C & Gelb, Betsy D, 1982. " Post-Purchase Consumer Processes and the Complaining Consumer," Journal of Consumer Research, University of Chicago Press, vol. 9(3), pages 323-28, December.
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