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@article{ART001088337},
author={Youngki Park and 윤지환},
title={The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2004},
volume={28},
number={1},
pages={247-262}

TY - JOUR
AU - Youngki Park
AU - 윤지환
TI - The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer
JO - Journal of Tourism Sciences
PY - 2004
VL - 28
IS - 1
PB - The Tourism Sciences Society Of Korea
SP - 247
EP - 262
SN - 1226-0533
AB - Recently hotels put emphasis on maintaining existing customers as well as attracting new customers. Accordingly, it is a very important task for hotel executives and managers how to manage customers who revealed complaining behaviors. The study aims to analyze the relationships among the customer’s recognition on complaint handling, customer’s confidence level in hotel, willingness to revisit the hotel and intention to recommend it. The results indicated that the customer’s recognition on complaint handling was positively correlated to the customer’s confidence level in hotel. And the customer’s confidence level was also positively correlated to the willingness to revisit and intention to recommend the hotel. Finally implications for executives and managers of hotels are discussed.
KW -
DO -
UR -
ER -

Youngki Park and 윤지환. (2004). The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer. Journal of Tourism Sciences, 28(1), 247-262.

Youngki Park and 윤지환. 2004, "The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer", Journal of Tourism Sciences, vol.28, no.1 pp.247-262.

Youngki Park, 윤지환 "The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer" Journal of Tourism Sciences 28.1 pp.247-262 (2004) : 247.

Youngki Park, 윤지환. The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer. 2004; 28(1), 247-262.

Youngki Park and 윤지환. "The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer" Journal of Tourism Sciences 28, no.1 (2004) : 247-262.

Youngki Park; 윤지환. The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer. Journal of Tourism Sciences, 28(1), 247-262.

Youngki Park; 윤지환. The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer. Journal of Tourism Sciences. 2004; 28(1) 247-262.

Youngki Park, 윤지환. The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer. 2004; 28(1), 247-262.

Youngki Park and 윤지환. "The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer" Journal of Tourism Sciences 28, no.1 (2004) : 247-262.