Metrika

  • citati u SCIndeksu: [1]
  • citati u CrossRef-u:[1]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:7
  • preuzimanja u poslednjih 30 dana:4

Sadržaj

članak: 1 od 66  
Back povratak na rezultate
2020, vol. 8, br. 2, str. 25-33
Iskustvo korisnika u turističkoj industriji - determinante žalbenog ponašanja
aAcademy of Vocational Studies, Department of Medical and Business Technology Studies, Šabac
bUniverzitet u Novom Sadu, Ekonomski fakultet, Subotica

e-adresajevticj.vts@gmail.com
Sažetak
Uslužno iskustvo korisnika sa konkretnom turističkom agencijom je svojevrsni trenutak istine. Zadovoljstvo korisnika je ishod koji su oni doživeli kada su performanse usluge ispunile očekivanja. Suprotno zadovoljstvu korisnici mogu ostvariti nezadovoljstvo pruženom uslugom. Jedan od odgovora na nezadovljstvo je žalba korisnika. Kao što korisnici mogu osetiti zadovoljstvo ili nezadovoljstvo pruženom uslugom, tako mogu osetiti i zadovoljstvo ili nezadovoljstvo žalbenim procesom. Cilj rada je identifikacija razlika u determinantama žalbenog ponašanja (sklonost ka podnošenju žalbe, pravda interakcije, percepcija pravičnosti, zadovoljstvo procesom rukovanja žalbom i lojalnost) između ispitanika ženskog i muškog pola. Sprovedeno je terensko istraživanje tako da su primarni podaci prikupljeni metodom ankete. U radu su prikazane ocene ispitanika na postavljene tvrdnje koje se odnose na iskustva tokom žalbenog postupka. Da bi se ispunili ciljevi istraživanja primenjen je Mann-Whitney U test kao neparametarska alternativa t-testa nezavisnih uzoraka, koji se upotrebljava za ispitivanje razlika između dve nezavisne grupe.
Reference
Bharwani, S., Jauhari, V. (2013) An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823-843
Bowen, J.T., McCain, S.C. (2015) Transitioning loyalty programs. International Journal of Contemporary Hospitality Management, 27(3), 415-430
Chen, C.F., Chen, F.F. (2010) Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35
Gill, H., Boies, K., Finegan, J.E., McNally, J. (2005) Antecedents of trust: Establishing a boundary condition for the relation between propensity to trust and intention to trust. Journal of Business and Psychology, 19(3), 287-302
Homburg, C., Fürst, A., Koschate, N. (2010) On the importance of complaint handling design: A multi-level analysis of the impact in specific complaint situations. Journal of the Academy of Marketing Science, 38(3), 265-287
Jaakkola, E., Helkkula, A., Aarikka-Stenroos, L. (2015) Service experience co-creation: Conceptualization, implications, and future research directions. Journal of Service Management, 26(2), 182-205
Karatepe, O.M. (2006) Customer complaints and organizational responses: The effects of complainants' perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69-90
Lemon, K.N., Verhoef, P.C. (2016) Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96
Liefeld, J.P., Edgecombe, F.H.C., Wolfe, L. (1975) Demographic characteristics of Canadian consumer complainers. Journal of Consumer Affairs, 9(1), 73-80
Lin, C., Lekhawipat, W. (2016) How customer expectations become adjusted after purchase. International Journal of Electronic Commerce, 20(4), 443-469
Mattila, A.S. (2001) The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583-596
Mccoll-kennedy, J.R., Cheung, L., Ferrier, E. (2015) Co-creating service experience practices. Journal of Service Management, 26(2), 249-275
Payne, A.F., Storbacka, K., Frow, P. (2008) Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96
Reynolds, K.L., Harris, L.C. (2006) Deviant customer behavior: An exploration of frontline employee tactics. Journal of Marketing Theory and Practice, 14(2), 95-111
Richard, J.E., Zhang, A. (2012) Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5-6), 568-593
Rihova, I., Buhalis, D., Moital, M., Gouthro, M.B. (2015) Conceptualising customer-to-customer value co-creation in tourism. International Journal of Tourism Research, 17(4), 356-363
Tomić, S., Marić, D., Leković, K., Jevtić, J. (2018) Consumers' propensity to complain towards tourist agencies' services: Evidence from Serbia and Croatia. Industrija, vol. 46, br. 3, str. 113-131
Topalović, S., Marinković, V. (2020) A multidimensional approach to the analysis of perceived value in tourism. Menadžment u hotelijerstvu i turizmu - Hotel and Tourism Management, vol. 8, br. 1, str. 49-58
Tronvoll, B. (2007) Complainer characteristics when exit is closed. International Journal of Service Industry Management, 18(1), 25-51
William, O., Appiah, E.E., Botchway, E.A. (2016) Assessment of customer expectation and perception of service quality delivery in Ghana commercial bank. Journal of Humanity, 4(1), 81-91
 

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/menhottur2002025J
primljen: 10.11.2020.
prihvaćen: 02.12.2020.
objavljen u SCIndeksu: 29.12.2020.