The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region

ERGÜN G. S., KİTAPCI O.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH, cilt.12, sa.1, ss.59-79, 2018 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 12 Sayı: 1
  • Basım Tarihi: 2018
  • Doi Numarası: 10.1108/ijcthr-01-2017-0010
  • Dergi Adı: INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.59-79
  • Anahtar Kelimeler: National culture, Antalya, Customer complaint behaviour, Hotel managements, Manavgat, SERVICE RECOVERY, CONSUMERS, SATISFACTION, INTENTIONS, MANAGEMENT, ATTITUDES, CHINESE
  • Akdeniz Üniversitesi Adresli: Evet

Özet

Purpose The study was carried out to better understand the behaviour of tourists from different cultures and backgrounds, and to provide strategic solutions for tourism managers. The purpose of this study was to determine the relationships between the cultural dimensions of Hofstede and customer complaint behaviours.