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@article{ART002183671},
author={Hyojae Joun},
title={Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2017},
volume={41},
number={1},
pages={65-80},
doi={10.17086/JTS.2017.41.1.65.80}

TY - JOUR
AU - Hyojae Joun
TI - Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews
JO - Journal of Tourism Sciences
PY - 2017
VL - 41
IS - 1
PB - The Tourism Sciences Society Of Korea
SP - 65
EP - 80
SN - 1226-0533
AB - This paper proposes an expanding conceptual model of e-Complaint Management by foreign Tourists (TeCM Model) in South Korea. Traditionally based on exit-voice theory, the third party (KTO, KTA) has collected tourist complaints using e-mail, websites, telephone, and other methods. Social network services (SNS) online evolved into consumer power for private citizens. The content data and APT (average, poor, terrible) rating of TripAdvisor.com reviews for the top 20 Korean attractions informed the involvement of internal/external factors and the dissatisfaction expressed in tourist’s e-complaints as experienced by visitors to South Korea. The paper suggests ways to broaden the scope and improve the methods to collect tourist’s e-complaints practically and to reform complaint policy processing when dealing with them. SNS tourist reviews as e-Complaints are different from third party complaints statistically and conservatively. Additionally, the TeCM model implies a target of qualitative improvement and a need for re-visiting the perspective of tourist’s loyalty as a tourism inbound strategy.
KW - Exit-voice theory;Tourist’s e-Complaints management;Defense strategy;Social networks;Internal/external involvement;Loyalty
DO - 10.17086/JTS.2017.41.1.65.80
ER -

Hyojae Joun. (2017). Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews. Journal of Tourism Sciences, 41(1), 65-80.

Hyojae Joun. 2017, "Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews", Journal of Tourism Sciences, vol.41, no.1 pp.65-80. Available from: doi:10.17086/JTS.2017.41.1.65.80

Hyojae Joun "Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews" Journal of Tourism Sciences 41.1 pp.65-80 (2017) : 65.

Hyojae Joun. Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews. 2017; 41(1), 65-80. Available from: doi:10.17086/JTS.2017.41.1.65.80

Hyojae Joun. "Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews" Journal of Tourism Sciences 41, no.1 (2017) : 65-80.doi: 10.17086/JTS.2017.41.1.65.80

Hyojae Joun. Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews. Journal of Tourism Sciences, 41(1), 65-80. doi: 10.17086/JTS.2017.41.1.65.80

Hyojae Joun. Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews. Journal of Tourism Sciences. 2017; 41(1) 65-80. doi: 10.17086/JTS.2017.41.1.65.80

Hyojae Joun. Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews. 2017; 41(1), 65-80. Available from: doi:10.17086/JTS.2017.41.1.65.80

Hyojae Joun. "Expanding the Model of Tourist’s e-Complaints Management(TeCM) by Tourists based on Social Networks Reviews" Journal of Tourism Sciences 41, no.1 (2017) : 65-80.doi: 10.17086/JTS.2017.41.1.65.80