Risk Evaluation of Group Package Tour Service Failures that Result in Third-Party Complaints

Dong Shang Chang, Jenq Hann Chung

Research output: Contribution to journalArticlepeer-review

8 Scopus citations

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 languageEnglish
Pages (from-to)817-834
Number of pages18
JournalJournal of Travel and Tourism Marketing
Volume29
Issue number8
DOIs
StatePublished - Nov 2012

Keywords

  • data envelopment analysis (DEA)
  • failure mode and effects analysis (FMEA)
  • group package tour
  • Service failure
  • third-party complaints

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