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AbstractFull Text

Using the quantitative approach the experiences of two hundred sixty nine local tourists were tapped through a series of descriptive and inferential statistical methods. Findings clearly revealed that functional components (physical infrastructure, basic product needs and experience related...

Author(s)
Nurliana Jaafar; Nor'ain Othman
Publisher
Washington State University, Pullman, USA
Citation
The 5th Advances in Hospitality & Tourism Marketing and Management (AHTMM) Conference, Beppu, Japan, 18-21 June 2015, 2015, pp 129-136
AbstractFull Text

Many studies have been conducted on the consequences of complaint handling from the customers' - perspectives but the literature remains scant on work from the employees' perspectives. This paper aims to study the personal-related consequences of complaint handling on restaurant service employees....

Author(s)
Loo PohTheng; Khoo-Lattimore, C.; Boo HueyChern
Publisher
Washington State University, Pullman, USA
Citation
The 5th Advances in Hospitality & Tourism Marketing and Management (AHTMM) Conference, Beppu, Japan, 18-21 June 2015, 2015, pp 366-372