Abstract
Third-party complaints usually indicate the most egregious service failures and represent customers' higher order actions. To reduce or eliminate these critical failures and protect the long-term profits of service firms, the major potential failure modes need to be identified to enable preventive action. There is scant information in the tourism literature on third-party complaints about group package tours. The purpose of this study is to evaluate the risk prioritization of the critical potential service failure modes that result in third-party complaints about Taiwanese outbound group package tours. A novel approach to risk evaluation is used. Some managerial implications are addressed.
Original language | English |
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Pages (from-to) | 817-834 |
Number of pages | 18 |
Journal | Journal of Travel and Tourism Marketing |
Volume | 29 |
Issue number | 8 |
DOIs | |
State | Published - Nov 2012 |
Keywords
- Service failure
- data envelopment analysis (DEA)
- failure mode and effects analysis (FMEA)
- group package tour
- third-party complaints