Customer complaints and organizational responses: A study of hotel guests in northern cyprus

Abstract

This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions. Implications of the results for hotel managers and public policy makers are discussed. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com Website: http://www. HaworthPress.com. © 2004 by The Haworth Press, Inc.