期刊
JOURNAL OF TRAVEL & TOURISM MARKETING
卷 29, 期 8, 页码 817-834出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2012.730947
关键词
Service failure; third-party complaints; group package tour; failure mode and effects analysis (FMEA); data envelopment analysis (DEA)
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.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据