How constraints on tourist complaints affect perceptions of justice and intentions of loyalty: Case of tourists from China visiting Turkey
Journal Title: Journal of Global Business Insights - Year 2019, Vol 4, Issue 1
Abstract
Companies rarely enjoy hearing bad news, particularly when it comes from dissatisfied customers. Yet, in the face of continually growing competition and empowerment of customers, it is essential that companies learn of the problems that are causing their customers distress. In fact, companies never hear from most of the customers who simply go away unsatisfied, without voicing their complaints. The tourism and hospitality industries have a number of unique features that make them especially susceptible. Although several studies treat tourist complaints and general consumer complaints as the same, Ekiz (2011) reasoned that these unique features demand a new measurement scale, tourist complaint restraints (TCC scale). Thus, the aim of this study is to evaluate the effects of TCC on perceptions of justice (justice perceptions in the model) and commitment to loyalty (loyalty intention) among Chinese tourists in Istanbul, Turkey. To achieve this aim, 700 questionnaires in Mandarin were printed and distributed around Istanbul’s historic tourist attractions as a form of purposive sampling. 597 questionnaires were found to be complete, giving a response rate of 85.3 percent. Structural Equation Modeling analyses indicated that the proposed seven-factor theoretical model fitted the data reasonably well. Results indicated that the majority of the hypothesized relationships were supported. In particular, limited communication on the interactional justice dimension, and unfamiliarity on the procedural and distributive justice dimension were found to be the most important constraints. Distributive justice was found to have the strongest effect on loyalty. The implications of these findings will be discussed.
Authors and Affiliations
Erdogan H. Ekiz
Keywords
Related Articles
- EP ID EP510698
- DOI 10.5038/2640-6489.4.1.1036
- Views 90
- Downloads 0
Case study: Tourism in traditional Brazilian Quilombo communities – From theory into practice
This case study discusses an initiative to aid a traditional Quilombo community in the State of Rio de Janeiro through community-based tourism (CBT). Through the Young Leaders of Americas program, a US Department of Stat...
Chinese dream and middle way limits
Until 1978 China had a class struggling model of development. After years of bad experience, it was only natural to leave that model and to focus on the economical development of the country The Ruling party of China dec...
Family influence, advertising, and R&D: Implications for firm performance
The literature on family firm performance has failed to conclusively link the impact of family influence on the financial market performance of public firms. The goal of this research is to address this gap by considerin...
Case study of comprehensive benefit evaluation and management of forest ecosystem services in Zhalantun city of Inner Mongolia, China
Based on official statistics and on-site investigation, this paper firstly used Direct Market Evaluation Method (DMEM), Indirect Market Evaluation Method (IMEM) etc. evaluated the comprehensive benefits for forest ecosys...
Partner rotation or extended rotations? The effect of confirmation bias and motivated reasoning bias on objectivity and independence: A framework
We propose a two-dimensional audit rotation framework on auditors’ rotation that contributes to the discussion on the potential impact of alternatives to strengthen and maintain unbiased attitude, objectivity, and indepe...