Dissertations / Theses on the topic 'Tourism recovery'
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Armstrong, Elizabeth Kate, and n/a. "Tourism destination recovery after the 2003 Canberra fires." University of Canberra. n/a, 2008. http://erl.canberra.edu.au./public/adt-AUC20081218.091856.
Full textSchoefer, Klaus. "Customer evaluations of service failure and recovery encounters : the case of travel and tourism services." Thesis, University of Nottingham, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251754.
Full textBroker-Bulling, Fie. "Analyzing the resilience of tourism stakeholders during the COVID-19 pandemic: A case study of Bend, Oregon." Thesis, Uppsala universitet, Institutionen för samhällsbyggnad och industriell teknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-420909.
Full textANDARI, WIPSAR ASWI DINA TRI, and n/a. "CRISIS MANAGEMENT: A CASE STUDY OF THE INDONESIAN GOVERNMENT TOURISM PUBLIC POLICY AFTER THE FIRST AND SECOND BALI BOMBINGS." University of Canberra. Business & Government, 2007. http://erl.canberra.edu.au./public/adt-AUC20081107.104034.
Full textKorpar, Malmström Sofia. "En god natts sömn och återvunnen energi : Modellering av avloppsvärmeväxling på ett stockholmshotell och spa." Thesis, KTH, Installations- och energisystem, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-173904.
Full textScherrer, Pascal, and n/a. "Monitoring Vegetation Change in the Kosciuszko Alpine Zone, Australia." Griffith University. Australian School of Environmental Studies, 2004. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20040715.125310.
Full textMoussa, Sondes. "L'évaluation de la gestion de la réclamation et son impact sur la qualité relationnelle perçue par le consommateur. Cas du secteur touristique." Thesis, Lyon 3, 2011. http://www.theses.fr/2011LYO30101.
Full textThe tourist sector is suffering more and more from the departure of the unsatisfied customers after experienced service failures. Several services companies, still attach, few importance to complaint handling because of financial funds needed. However, an efficient complaint handling management could transform a dissatisfied customer to a more confident and committed customer. Our research was interested in the identification of the appraisal criteria on which claimants base to judge complaint handling and the impact of this evaluation on the quality of the relationship established with the tourist establishment. Consequently, a qualitative study followed by a quantitative study has been accomplished. After examining the literature review, we focused on the perceived justice theory to evaluate the complaint handling. Besides, we used trust and commitment dimensions as a criteria of judgment of the perceived relationship quality (Morgan et Hunt, 1994).The outcomes of our study show the existence of a positive significant impact of some criteria of the perceived justice (considered by consumers as the most important), on recovery satisfaction and perceived relationship quality. These criteria are mainly equity of the result provided by the establishment (Ex. Compensation provided), empathy and politeness developed by the front line staff, and the quickness of the complaint treatment
Pinto, João Dias Rosário. "Tourism recovery: The municipality of Sintra." Master's thesis, 2020. http://hdl.handle.net/10071/21941.
Full textTendo em conta o impacto da pandemia COVID-19 na indústria do turismo, especificamente para os destinos turísticos, a presente dissertação de mestrado expõe um plano de marketing estratégico para o concelho de Sintra visando a recuperação da sua indústria turística. Os destinos turísticos precisam de se adaptar às circunstâncias criadas pela crise, assim como desenvolver estratégias para ultrapassá-las, enquanto oferecem experiências autênticas aos seus consumidores. Assim, é indispensável compreender a evolução das necessidades, expectativas, e preferências dos consumidores, bem como ter um forte conhecimento da indústria, dos pontos fortes do destino turístico, e do posicionamento dos seus concorrentes. Evoluir com a pandemia é uma necessidade, por isso foi desenvolvido um novo posicionamento para Sintra, bem como uma nova abordagem ao seu mercado-alvo, oferta de produtos turísticos, e estratégia de comunicação. A presente dissertação de mestrado pretende aproveitar a atual crise para melhorar a indústria do turismo de Sintra e torná-la num destino turístico de referência em Portugal.
CHANDRA, JENNE YASINTA, and 莊美玉. "The Relationship Among Holiday Recovery Experiences, Tourism Satisfaction, and Subjective Well-being of Indonesian Tourists." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/6q7zsm.
Full text中國文化大學
全球商務碩士學位學程碩士班
107
The Relationship Among Holiday Recovery Experiences, Tourism Satisfaction, and Subjective Well-being of Indonesian Tourists. Student : Jenne Yasinta Chandra Advisor : PU, Hsin Hui, PhD, CHE Chinese Culture University ABSTRACT Holiday recovery experience is becoming increasingly important in tourism study. This study examines the relationship among holiday recovery experience, tourism satisfaction, and subjective well-being of Indonesian tourists. lifestyle. A quantitative self-completed questionnaire was used to gather information. A total of 405 valid questionnaires were collected. The result indicated holiday recovery experience had positive relation ship with tourism satisfaction and subjective well-being. This study also found that psychological detachment contributes 18% to tourism satisfaction and mastery contributes 28.5% to subjective well-being. Keywords: Holiday recovery experience, Tourism satisfaction, Subjective well-being.
Lee, Shu-Yi, and 李淑儀. "Service Failure and Recovery in Tourism: A Study of CEM Approach." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/66155417411661392094.
Full text大葉大學
人力資源暨公共關係學系
95
The value of leisure traveling is increasing lately, however some mistake made in the process of service causes the customers negative emotions. This research is studying what kinds of service failure that tourism made by following customers viewpoint. After collecting fourteen customers complaining stories and using Subjective Sequential Incidents Technique (SSIT) to analysis those stories. The study discover that the SSIT analysis can prove that service failure has found out mistakes that travel agency had never notice. The conclusion is that SSIT can find out what causes the failure than CIT. Moreover, the work presents a concept framework with five kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, and admonish to explained service failure.
Chu-Wen, Yeh, and 葉珠雯. "Service Failure and Recovery in Tourism: The Research of the SSIT Approach." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/15157277942390900875.
Full text大葉大學
人力資源暨公共關係學系碩士在職專班
95
Dr. Chung brought up a new displace type -SSIT (Subjective Sequential Incidents Technique) in 2006, which was addressed to the defect of CIT. It systemizes “the model of the process of the service mistake”. It also provides more integrity of the customer service and complaint system for very special industries. The study uses the SSIT, to analysis the anger (negative) experience of tourism customers own opinion, from the factor their projective opinion, try to know the missing massage of the tourism, and also build the subjective service delivery blueprint of tourism projective service, separate the anger experience of customers into 7 stages. This research have 6 points of concept framework they are comprise cause affairs, recessive, the appropriate response, dramaturgy, admonish, and recovery. They are the concept that have not been pointed out in nowadays research.
Huang, Tsui-Fang, and 黃粹芳. "Strategies for Inbound Tourism Recovery in Response to the SARS Outbreak in Taiwan." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/5xj6ux.
Full text國立交通大學
管理科學系所
92
For Taiwan, tourism has played a significant role in enhancing the island’s international exposure. In view of this trend, a state policy “Challenge 2008: Plan for Multiplying Tourism” has been issued by the Executive Yuan to promote Taiwan’s tourism industry. The goal is to have 5 million visitors by 2008. However, while the Taiwanese government was just about to initiate promotional campaigns for tourism, the Severe Acute Respiratory Syndrome (SARS) outbreak. The Severe Acute Respiratory Syndrome (SARS) outbreak has caused the most harm to the island in its recent history. The SARS epidemic sapped the Taiwanese economy, and led government officials to reduce the estimated 2003 GDP growth from 3.7% to 2.9%. Unemployment jumped to 4.8% and export growth declined to 4.1% from 7.5% (Directorate-General of Budget, Accounting and Statistics, 2003). SARS dealt an especially severe blow to the Taiwanese tourism industry, with the worst impact on inbound tourism. The aim of this study is to develop recovery strategies for future events, by mapping the revitalization of Taiwan tourism after the SARS devastation. This study combines a fuzzy decision-making theory method with AHP to evaluate strategies to invigorate Taiwan’s inbound tourism. Through the development of tourism recovery strategies, the negative impact can be minimized. Highlights of measurements derived from this research are stated below in sequence of ranking: Develop and upgrade domestic tourism attractions, finance working capital for enterprises, grant visa exempt status or landing visas to more countries, attract a diversity of tourists, establish SOP (Standard of Procedures) for SARS, institute safety labeling system for SARS precaution, travel safety protection plan, taxation reduction, upgrade the service quality of related professionals, promote traveling package campaigns…etc.
Lan, Yu-cheng, and 藍佑丞. "The Case Study of Recovery Programs Impacted on Customer Complaints in International Tourism Hotels." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/82497319893904280326.
Full text亞洲大學
休閒與遊憩管理學系碩士班
101
According to the 2013 statistics data of Tourism Bureau of the Ministry of Tourism, the number of visitors to Taiwan increase from 3.52 million to 6.08 million during five years, a full growth of 42%, which means that more and more visitors come to Taiwan in recent years. Therefore, the number of the construction of the hotel increase, combining with many foreign brands in order to satisfy the big size of visitor. With the rising of economic level and living standards, customer tend to be more picky when it comes to accommodation. Hence, selecting international tourist hotels as a resting place become one of the critical choice toward consumers choose one. Facing intensively competitive market, how to provide a good quality of service, and to establish a good reputation to retain customers are the main thing for hoteliers who want to increase competitiveness. In particular, international tourist hotels are service-based enterprises, and service failures would occur in every service contact easily. In this study, secondary literature analysis and depth interviews are two main research methods. The case and analyze show that when customers complain no matter the size of the event, right or wrong, the hotel operators may apologize at the first time, and to understand the actual situation complain. In these complained cases, almost every hotel operators have taken the remedial measures to let customers continue their purchase intention and come back to consume. In other words, if the hotel industry keep a good and acceptable attitude to the customer at the first moment, even there happen consumer complain, customers are willing to spend again.
Hsu, Ming-chun, and 徐銘均. "An Analysis of the Typology of Service Failures and Service Recovery Strategies – A study of Tourism Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/82247588741060382652.
Full text國立成功大學
企業管理學系碩博士班
96
Our research collected 249 service failure and service recovery incidents in tourism industry using critical incident technique method and also identified these incidents with a classify procedure establish by former scholars. We consider four sections in tourism industry to do our research which are tour agency, transportation, accommodation, and restaurant. Try to understand the different failure incidents between different service providers. Furthermore, figure out the relationship within service criticality, customers’ response level, satisfaction after recovery, and repurchase intention. After analyzing the data, we classified service failure events and service recovery strategies into subcategories. We also present the results section by section to see the failure and recovery characteristic from each part. However, we found that there are still many service providers response nothing to their customers’ complains. It’s really amazing that over 30% of our respondents get nothing with the service failure. Besides, we also explain that service criticality and recovery satisfaction were related to customers’ repurchase intention. Therefore, service provider should take customers’ complain more seriously. In conclusion, we suggests that service providers should set up a standard operating procedure for service recovery, in order to increase satisfaction with reasonable recovery, quickly handle process, and friendly interaction to customers.
PHUNG, DIEU-CUONG, and 馮偉樑. "The Relationships among Service Failure, Service Recovery, Tourists Satisfaction and Revisit Intention: A Study of Tourism Industry in Ho Chi Minh City in Vietnam." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/k58m66.
Full text國立澎湖科技大學
觀光休閒系碩士班
104
Vietnam Tourism Industry was flourished in the last ten years. However, Vietnam service industry usually happens in the situation of service failures. Therefore, the study is going to investigate foreign tourists in Ho Chi Minh City in Vietnam's perception: They think about tourism industry of service failure, service recovery, tourists satisfaction, revisit intention. I want by study theory, research methods and research result will provide specific recommendations to the tourism industry. The literature and scale of this study I aggregated according variables of the above, I from January 2016 began to March 2016 termination, I conducted survey of questionnaires in Ho Chi Minh City tourism area for foreign tourists, I made 430 questionnaires, but I recovered 405 valid questionnaires and run descriptive statistical analysis, factor analysis, reliability analysis, validity analysis, Regression analysis and Pearson correlation analysis of SPSS 18.0 Chinese version. This study found that: 1. Service failure is not effects tourist satisfaction; 2. Service failure is not effects revisit intention; 3. Service recovery has a part of effects tourist satisfaction; 4. Service recovery has a part of effects revisit intention; 5. Service failure has a part of effects Service recovery; 6. Tourist satisfaction enhances the effects of revisit intention; 7. Demographic variables the relationships among Service Failure, Service Recovery, Tourists Satisfaction and Revisit Intention have a part of discrepancy.
Czapluk, Magdalena. "Center of tourism and recreation in former textile factories as a next recovery idea for the city of Covilhã." Master's thesis, 2010. http://hdl.handle.net/10400.6/2238.
Full textI bring out in this dissertation a city of Covilhã and its history as a perfect example of city which found a solution to overcome the production crisis in XX century. Its idea to use industrial heritage and create a University become very interesting solution which brought to the city many young people. On the basis of this idea and many others, city started to develop in very good direction still remembering about it industrial heritage. Because the University is prospering very well I propose expansion in new direction to make the city famous by its natural heritage. As it is city situated in the heart of highest Portuguese mountains tourism should become one of main branches of development. I would like to begin this process by proposing project – center of Tourism and Recreation as a main future for city with beautiful natural environment of mountains Serra the Estrela.
Chiang, Yung-Chang, and 江永昶. "A Study on Relationships among Service Recovery Strategy, Customer Satisfaction and Customer Behavior Intention: Using International Tourism Hotels in Taipei as an Example." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/67679862907975063333.
Full text國立中興大學
行銷學系
93
ABSTRACT Service recovery has been defined more recently in a more proactive way as the seeking out and dealing with service failures. Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. This study explores the relationships among the service recovery strategy, customer satisfaction and behavior intention. Respondents are assigned to different scenarios in terms of failure type (outcome or process), recovery strategy (apology only, compensation plus apology, assistance plus apology, and all), criticality levels (high or low), and loyalty level (high or low). The results suggest the effectiveness of service recovery efforts — customer satisfaction — depends on the combination of failure types and service recovery strategies and the interaction of loyalty. Furthermore, the effectiveness of service recovery efforts — customer behavior intention — depends on customer satisfaction, criticality and loyalty level. In addition, there are also gender effects in customer behavior intentions, customer satisfaction between the male and female groups. Firms need to recognize failure types to apply suitable recovery strategies. Besides preventing service failure from occurring, a firm needs to carefully design its service recovery strategies.
ADAMCOVÁ, Alena. "Cestovní ruch jako faktor rozvoje oblasti Táborska." Master's thesis, 2010. http://www.nusl.cz/ntk/nusl-48512.
Full textBusby, Eric. "The response to and recovery from the 2004 Eastern Bay of Plenty flood event : a thesis presented in partial fulfilment of the requirements for the degree of Master of Philosophy in Emergency Management at Massey University, Palmerston North, New Zealand." 2010. http://hdl.handle.net/10179/1524.
Full textLin, Shu-Ping, and 林書萍. "A Research on Service Failure and Service Recovery for Chinese Tourists Touring Taiwan." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/97977590803344206357.
Full text大葉大學
事業經營研究所碩士在職專班
97
This study applied qualitative research method, specifically to probe into the service failure and service recovery caused by Chinese tourists touring Taiwan. The researcher utilized in-depth interviewing technique for data collecting, taking the students of University of Amoy as study subjects, of whom came to Taiwan for non-degree programs. Study tool were that of Subjective Sequential Incidents Technique, which used for analyzing the negative emotional experiential ideas generating by Chinese tourist when exploring Taiwan. The results are as follow: (1) many service failures happened to Chinese tourist when exploring Taiwan are about angry aspects of “secrecy,” such as investigation, disclosing secrets, snitching, and exposing secrets. (2) for generating the Chinese tourists’ negative experiences, this study comes out with two major influential factors, that is halo effect and inter-culture factors. (3) among the angry contexts that bring out service failure for the Chinese tourists, there are 15 existing angry aspects that induce service failure, of that the severest goes to “tour guide forcing consumption” and “meals arrangement; however, “passing through the Customs” is the most unique. (4) of all the cases of successful and unsuccessful service recovery for the Chinese tourists after service failure, there is no any successful service recovery cases provided by service end, but unsuccessful one.
Cellini, Juan Manuel. "Estado y propuesta de manejo de los recursos naturales de la cuenca del Arroyo Grande, Tierra del Fuego." Tesis, 2005. http://hdl.handle.net/10915/1819.
Full textGomes, Andreia Sofia de Oliveira. "Turismo e sustentabilidade local: património turístico e cultural de Agra." Master's thesis, 2014. http://hdl.handle.net/1822/30418.
Full textUma aldeia, perdida num concelho, pode ser rapidamente esquecida pelo tempo quando a sua população é reduzida e os picos de emigração contribuem ainda mais para que esta tenha uma tendência a desertificar e a deixar perdida no tempo a sua identidade. Agra é uma aldeia tipicamente minhota, tendo sido considerada “Aldeia de Portugal” em 2005. Anteriormente tinham sido realizadas as primeiras intervenções para recuperação do património existente, também como forma de fixar a população. Este trabalho de investigação pretende compreender de que forma o turismo pode contribuir para a sustentabilidade local e do património cultural de Agra. Através de um trabalho de pesquisa bibliográfica e, sobretudo, de observações no terreno, pretendeu-se demonstrar o impacto que a aposta do turismo teve na aldeia e perceber até que ponto este pode ser um motor de desenvolvimento local e funcionar em prol de uma população que vive isolada. Os fundos comunitários foram, sem dúvida, uma alavanca fundamental neste sentido. A questão que se coloca é se, depois dos investimentos feitos, a população tem mantido a dinâmica necessária para que o turismo continue a contribuir para a sustentabilidade local e do património cultural de Agra, não deixando esmorecer todo o trabalho feito até ao presente, em termos de recuperação e preservação.
A village, lost in a municipality, may be quickly forgotten by time when its population is reduced and the peaks of emigration further contribute to its tendency to desertification and to lose its identity. Agra is a typical Minho village and was considered "Village of Portugal" in 2005. Previously, the first interventions to recover the existing heritage were carried out, also as a way of keeping people in the village. This research aims to understand how tourism can contribute to the local and cultural heritage sustainability in Agra. Through bibliographical research and, mainly, field observations, we sought to infer the impact that tourism had in the village and understand to what extent this can be an engine of local development and operate in favor of a population that lives isolated. EU funds were undoubtedly a key lever in this direction. The question that arises is whether, after the investments, the population has maintained the dynamics needed to ensure that tourism continues to contribute to the local and cultural heritage sustainability in Agra, without letting wilt all the recovery and preservation work achieved to date.
Jiroutová, Nikol. "Hodnocení strategických dokumentů českých královských měst střední velikosti z hlediska cestovního ruchu." Master's thesis, 2017. http://www.nusl.cz/ntk/nusl-356204.
Full textCHOU, HSUN HSUN, and 周旬旬. "An Empirical Study on the Associations among Service Recovery, Perceived Justice, Service Recovery Satisfaction, and Customers’ Behavior Intention for International Tourist Hotels in Taiwan." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/64285579515675113118.
Full textHsueh, Yen-Tung, and 薛炎棟. "The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/xqrj4h.
Full text中國文化大學
觀光事業學系觀光休閒事業管理碩士在職專班
103
International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of service failure, ser-vice recovery and moderation of Locus of control. This study adopt questionnaire to col-lect samples that ever lived in International Tourist Hotels in past one year and got 269 valid samples. The finding includes some important results like below: 1. Service recovery would positive significant affect customer satisfaction. 2. Locus of control would moderator the relationship of service recovery and cus-tomer satisfaction.
Shen, Hsin-Chih, and 沈信志. "Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/81978090393425820282.
Full text國立高雄大學
經營管理研究所
98
In recent years, the concept of service failure and recovery have been a topic of interest to the travel and tourism industry for the primary reason that consumer satisfaction has a direct link to loyalty and affects organizational profits. The purpose of this study is to investigate the impact of service failure and recovery on customer loyalty and satisfaction for foreign inclusive tours, and to further explore the moderating effect of severity of failure between perceived justice and customer satisfaction/loyalty, the mediating effect of customer satisfaction between perceived justice and customer loyalty. Major findings were as follows: (a) customer satisfaction and loyalty were significantly affected by service failure and recovery, (b) there was no moderating effect of severity of failure between perceived justice and customer loyalty¸ and (c) there were mediating effect of customer satisfaction between perceived justice and customer loyalty. Theoretical and practical implications and recommendations as well as future research directions were also discussed.
Fan, Yu-Chen, and 范毓珍. "A study of the relation between Service Failure , Service Recovery and Revisit Intension - A case of Mainland China Tourists." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/248rwv.
Full text中國文化大學
企業實務管理數位碩士在職專班
104
Due to the increasing number of China tourists, the expectation of economic benefits is promising. Following the emergency of China economies, the awareness of customer protection and customer rights are rising then. Albeit China tourists make abundance of fortune for Taiwan tourism, the quality of visiting heated landscapes and the quality of tour services are affected by the flooding China tourists.The mistakes of services hence would more or less result in the dissatisfaction of customers. To deal with the complaints of customers well, and promote the satisfaction of customer, tourism industry has to meet a significant lesson. Whereas the tendency of the development of tourism industry promoted by China tourists is quite significant, the studies of service mistake, service reimbursement, and the willingness of revisiting are necessary to comprehend, to ameliorate the negative situations. Descriptive statistical analysis, reliability analysis, validity analysis, t-test, One-way ANOVA, correlation analysis, regression analysis, and mediative regression analysis are adopted in the study, to explore the relations between service mistakes, service reimbursement and the willingness of revisiting, and eventually to provide valuable recommendations to tourism industry.
Yea, Shu-Hua, and 葉淑樺. "A Path Model for the Impacts of Service Recovery Disconfirmation on Customer Loyalty: An Empirical Investigation of the International Tourist Hotels in Taichung." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/zc42h6.
Full text朝陽科技大學
企業管理系碩士班
94
The enterprise may unavoidably make some careless mistakes during the process of service delivery, but if it can timely provide the fitting actions of service recovery, it will be able to reduce customer complaints and further enhance the customers’ post-recovery satisfaction and prevent the customers from betraying the organization. According to the related literature reviews, this study constructs a path analytical model to test the relationships among service recovery, service recovery disconfirmation, customer’s post-recovery satisfaction, relationship quality, and customer loyalty. The respondents involved in this study are the customers of international tourist hotels in Taichung. The research framework and all of the research hypotheses are demonstrated by the statistics techniques of multiple regression analyses. The main research results are summarized as follows. Synthetically speaking, if the international tourist hotel can implement the fitting actions of service recovery, and that will promote the customers’ post-recovery satisfaction and corporate Image, and the relationship between it and its customers, and further enhance the customers’ loyalty.
Chen, Ting-Jung, and 陳亭蓉. "Travelers in Group Package Tours have more Intention to Complain and are more Satisfied-Investigation on Consumer Complaint in Service Failure and Perceived Justice and Recovery Satisfaction of Service Recovery." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/z25x2n.
Full text國立雲林科技大學
企業管理系
104
This research investigates the effect of travel types (independent travel / group package tour) and service failure types (outcome / process) on Consumer Complaint Intentions in study 1 and the effect of travel types (independent travel / group package tour) and service recovery types (psychological / physical) on perceived justice and service recovery satisfaction in study 2. Both of the studies are 2×2=4 factorial design. The results of study 1 are as follows: (1) There are three factors extracted from Consumer Complaint Intentions items, including “The Third Party Action and Legal Action,” “Take No Action or Complain to Business Directly,” and “Private Action and Personal Boycott.” (2) Service failures types have a significant effect on Consumer Complaint Intentions, and the outcome failure is significantly more than process failure. (3) Travel types have a marginally significant effect on Consumer Complaint Intentions, and group package tour is marginally significant more than independent travel. (4) Service failure types have a significant effect on The Third Party Action and Legal Action, and the outcome failure is significantly more than process failure. (5) Service failure types have a significant effect on Take No Action or Complain to Business Directly, and the outcome failure is significantly more than process failure. (6) Travel types have a marginally significant effect on Take No Action or Complain to Business Directly, and group package tour is marginally significant more than independent travel. (7) Travel types have a significant effect on Private Action and Personal Boycott, and group package tour is significantly more than independent travel. The results of study 2 are as follows: (1) Service recovery types have a significant effect on service recovery satisfaction, and the physical recovery is significantly more than psychological recovery. (2) Travel types have a significant effect on service recovery satisfaction, and group package tour is significantly more than independent travel. (3) Service recovery types have a marginally significant effect on perceived justice, and the physical recovery is marginally significant more than psychological recovery. (4) Travel types have a significant effect on perceived justice, and group package tour is significantly more than independent travel. (5) Service recovery types have a significant effect on distributive justice, and the physical recovery is significantly more than psychological recovery. (6) Travel types have a significant effect on distributive justice, and group package tour is significantly more than independent travel. (7) Service recovery types have a significant effect on procedural justice, and the physical recovery is significantly more than psychological recovery. (8) Travel types have a significant effect on procedural justice, and group package tour is significantly more than independent travel. (9) Travel types have a significant effect on interactional justice, and group package tour is significantly more than independent travel.
Prapatsorn, Ekchitkul, and 陳丹霞. "A Study of the Relationship among Severity of Failure, Service Recovery, Customer Satisfaction and Customer Loyalty in Five Star Hotels in Bangkok Thailand: A Case of Asian Tourists." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/r4axj7.
Full text中國文化大學
觀光事業學系
102
The hotel industry is one of a major sector of Thailand’s service industry and service is a key sector for successful business. However, when customers feel dissatisfied in the service, then a service recovery strategy should be implemented. Therefore the purpose of this study is to contribute to the growing body of service recovery knowledge by examining its impact as a relationship tool, This research study on service recovery strategies decides to resolve problems, alter negative attitudes of dissatisfied consumers and to retain these customers by the important factors of severity of failure, service recovery, customer satisfaction and customer loyalty that service recovery plays an important role in the service sector. The data was collected by distributing questionnaires to the tourists who come from Asian countries and have a negative experience of the five star hotels in Bangkok, Thailand and their age were between 25 – 55 years old. The sample size of this study was 400 respondents. The research results provided that the perception of service recovery satisfaction by hotels’ customer is considered as perceived quality of service recovery. The researcher could generate suggestion from the relationship among variables in the study as customer would develop satisfaction from the service providers. Therefore, it is important to maintain standardized service with professional staff to support excellent service as customers expect.