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

Dong Shang Chang, Jenq Hann Chung

研究成果: 雜誌貢獻期刊論文同行評審

8 引文 斯高帕斯(Scopus)

摘要

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.

原文???core.languages.en_GB???
頁(從 - 到)817-834
頁數18
期刊Journal of Travel and Tourism Marketing
29
發行號8
DOIs
出版狀態已出版 - 11月 2012

指紋

深入研究「Risk Evaluation of Group Package Tour Service Failures that Result in Third-Party Complaints」主題。共同形成了獨特的指紋。

引用此