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Title: Measuring the impacts of organizational responses : case of Northern Cyprus hotels
Authors: Ekiz, HE
Arasli, H
Keywords: Customer complaints
Organizational responses
Repurchase intension
Word of mouth communication
Northern Cyprus hotel industry
Issue Date: 2007
Publisher: Univerza na Primorskem, Fakulteta za management Koper
Source: Managing global transitions, 2007, v. 5, no. 3, p. 271-288 How to cite?
Journal: Managing global transitions 
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.
ISSN: 1581-6311
EISSN: 1854-6935
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