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Keywords: 旅游企业政策
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Journal Articles
Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19
Journal:
Tourism Review
Tourism Review (2021) 76 (4): 962–983.
Published: 17 June 2021
...了刺激作用。在线旅行社是投诉者的主要目标, 并确定了游客投诉的三个主题:取消障碍、退款障碍和客户关系管理。虽然旅游企业政策涵盖了这三个主题的大部分层面, 但面对新一轮的取消, 还需要制定更详细和互利的政策。 原创性/价值 本研究试图调查COVID-19情况下的旅游客户投诉行为, 为收到不同投诉的旅游企业提供危机管理的实用见解。它有助于在服务行业同时减少业务损失和维护客户关系, 提高行业在未来潜在危机下的绩效。 Información de crisis, estrategias de comunicación y medidas adoptadas ante las...
