• citations in SCIndeks: [1]
  • citations in CrossRef:[1]
  • citations in Google Scholar:[]
  • visits in previous 30 days:45
  • full-text downloads in 30 days:5


article: 1 from 54  
Back back to result list
2020, vol. 8, iss. 2, pp. 25-33
Customer experience in the tourism industry: Determinants influencing complaint behaviour
aAcademy of Vocational Studies, Department of Medical and Business Technology Studies, Šabac
bUniversity of Novi Sad, Faculty of Economy, Subotica
Keywords: travel agencies; consumers; services; experience; complaint behavior
The customer service experience with a specific travel agency is a kind of moment of truth. Customer satisfaction is the outcome they have experienced when service performance met expectations. Contrary to satisfaction, consumers may experience dissatisfaction with the provided service. One of the responses to dissatisfaction is a consumer complaint. Apart from feeling satisfaction or dissatisfaction with the provided service, consumers may also be satisfied or unsatisfied with the complaint process. The aim of this paper is to identify differences in the determinants of complaint behavior (tendency to file a complaint, justice of interaction, perception of fairness, satisfaction with the complaint handling process and loyalty) between female and male respondents. Field research was conducted meaning that the primary data were collected through a survey. The paper presents the respondents' assessments of the set statements regarding experiences during the complaint process. To meet the research objectives, the Mann-Whitney U test was applied, which is used to examine the differences between the two independent groups as a nonparametric alternative to the t-test of independent samples.
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


article language: English
document type: Original Scientific Paper
DOI: 10.5937/menhottur2002025J
received: 10/11/2020
accepted: 02/12/2020
published in SCIndeks: 29/12/2020

Related records