Journal
JOURNAL OF TRAVEL & TOURISM MARKETING
Volume 29, Issue 8, Pages 817-834Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2012.730947
Keywords
Service failure; third-party complaints; group package tour; failure mode and effects analysis (FMEA); data envelopment analysis (DEA)
Categories
Ask authors/readers for more resources
Third-party complaints usually indicate the most egregious service failures and represent customers' higher order actions. To reduce or eliminate these critical failures and protect the long-term profits of service firms, the major potential failure modes need to be identified to enable preventive action. There is scant information in the tourism literature on third-party complaints about group package tours. The purpose of this study is to evaluate the risk prioritization of the critical potential service failure modes that result in third-party complaints about Taiwanese outbound group package tours. A novel approach to risk evaluation is used. Some managerial implications are addressed.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available