The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region

ERGÜN G. S., KİTAPCI O.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH, vol.12, no.1, pp.59-79, 2018 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 12 Issue: 1
  • Publication Date: 2018
  • Doi Number: 10.1108/ijcthr-01-2017-0010
  • Journal Name: INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.59-79
  • Keywords: National culture, Antalya, Customer complaint behaviour, Hotel managements, Manavgat, SERVICE RECOVERY, CONSUMERS, SATISFACTION, INTENTIONS, MANAGEMENT, ATTITUDES, CHINESE
  • Akdeniz University Affiliated: Yes

Abstract

Purpose The study was carried out to better understand the behaviour of tourists from different cultures and backgrounds, and to provide strategic solutions for tourism managers. The purpose of this study was to determine the relationships between the cultural dimensions of Hofstede and customer complaint behaviours.