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


  • Erdogan Haktan Ekiz
  • Huseyin Arasli

    (Eastern Mediterranean University, Turkish Republic of Northern Cyprus)


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.

Suggested Citation

  • Erdogan Haktan Ekiz & Huseyin Arasli, 2007. "Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 271-287.
  • Handle: RePEc:mgt:youmgt:v:5:y:2007:i:3:p:271-287

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    References listed on IDEAS

    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, Oxford University Press, vol. 9(3), pages 323-328, December.
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    Cited by:

    1. Park, Jin-Ju & Park, Jin-Woo, 2016. "Investigating the effects of service recovery quality elements on passengers' behavioral intention," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 235-241.
    2. Vo Thi Quy & Pham Thi Bich Lan, 2015. "The Impact of Bank Responses to Recovery Service Satisfaction," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 5(9), pages 1076-1090, September.

    More about this item


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

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing


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