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Detail
BukuTourist satisfaction and complaining behavior: measurement and management issues in the tourism and hospitality industry
Bibliografi
Author: Yuksel, Atila (Editor)
Topik: Hospitality industry - management; Tourism - management
Bahasa: (EN )    ISBN: 1-60456-002-9    
Penerbit: Nova science publishers, Inc.     Tempat Terbit: New York    Tahun Terbit: 2008    
Jenis: Books - Textbook
Ketersediaan
  • Perpustakaan Pusat (BSD)
    • Nomor Panggil: 647.94068 TOU
    • Non-tandon: tidak ada
    • Tandon: 1
 Lihat Detail Induk
Artikel dalam koleksi ini
  1. Introduction to Customer Dissatisfaction Management , halaman 1-27
  2. Tourist Satisfaction: Definitional and Relational Issues , halaman 29-47
  3. Customer Value in the Tourism and Hospitality Industry A Risk-adjusted Approach, halaman 49-63
  4. Consumer Satisfaction Theories: A Critical Review , halaman 65-87
  5. Comparison Standards in Customer Satisfaction/Dissatisfaction Research, halaman 89-103
  6. Image and Multiple Comparison Standards in Tourist Service Satisfaction, halaman 105-119
  7. Who Determines Satisfaction: Researcher or The Researched? , halaman 121-135
  8. Cross-Cultural Comparisons of Tourist Satisfaction: Assessing Analytical Robustness, halaman 137-149
  9. Divers' Experiences and Their Level of Satisfaction in the Maldives - Empirical Research, halaman 151-165
  10. Different Nationalities, Different Holiday Motivations and Attribute-seeking Patterns, halaman 167-185
  11. Segmenting Tourists Based On Satisfaction And Satisfaction Patterns, halaman 187-203
  12. A Study of Hotel Service Recovery Strategy, halaman 205-215
  13. A Cognitive Appraisal Process Model of Emotions and Complaining Behavior, halaman 217-232
  14. Customer Recovery Judgments: Effects of Verbal and Non-verbal Responses, halaman 233-245
  15. Customer Indirect Voices to Service Failures: Content Analysis of E-Complaints, halaman 247-261
  16. Tourist's Onsite Perceptions, Evaluations and Their Approach/Avoidance Behaviors: Positive Reinforcement through Media Exposure, halaman 263-271
  17. Destination Personality and Favorable Image Creation through Mediated Experiences - Holiday Postcards, halaman 273-285
  18. Do We Need to Change the Research Perspective to Better Understand Customer Dissatisfaction? How Could It Be? , halaman 287-297

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