Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels

Erdogan Haktan Ekiz and Huseyin Arasli
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Huseyin Arasli: Eastern Mediterranean University, Turkish Republic of Northern Cyprus

Managing Global Transitions, 2007, vol. 5, issue 3, 271-287

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.

Keywords: customer complaints; organizational responses; satisfaction; repurchase intension; word of mouth communication; Northern Cyprus hotel industry (search for similar items in EconPapers)
JEL-codes: L83 M31 (search for similar items in EconPapers)
Date: 2007
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Citations: View citations in EconPapers (2)

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