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

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dc.contributor.authorYavas, Ugur
dc.contributor.authorKaratepe, Osman M.
dc.contributor.authorBabakus, Emin
dc.contributor.authorAvcí, Turgay
dc.date.accessioned2026-02-06T17:58:44Z
dc.date.issued2004
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractThis 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.
dc.identifier.doi10.1300/J150v11n02_04
dc.identifier.endpage46
dc.identifier.issn1050-7051
dc.identifier.issue2-3
dc.identifier.scopus2-s2.0-85023534152
dc.identifier.scopusqualityN/A
dc.identifier.startpage31
dc.identifier.urihttps://doi.org/10.1300/J150v11n02_04
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/
dc.identifier.urihttps://hdl.handle.net/11129/7726
dc.identifier.volume11
dc.indekslendigikaynakScopus
dc.language.isoen
dc.relation.ispartofJournal of Hospitality and Leisure Marketing
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_Scopus_20260204
dc.subjectHospitality industry
dc.subjectMarketing strategies
dc.subjectNorthern Cyprus
dc.subjectService recovery
dc.subjectSurvey
dc.titleCustomer complaints and organizational responses: A study of hotel guests in northern cyprus
dc.typeArticle

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