【中英雙語】264關于酒店管理客戶投訴有關 的外文文獻翻譯成品：客戶投訴和組織反應：對北塞浦路斯酒店客人的調查（中英文雙語對照）

1、此文檔是畢業(yè)設計外文翻譯成品（ 含英文原文+中文翻譯） ，無需調整復雜的格式！下載之后直接可用，方便快捷！本文價格不貴,也就幾十塊錢！一輩子也就一次的事！外文標題：Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus外文作者：Ugur Yavas, Osman M. Karatepe ,Emin Babak

2、us, Turgay Avci文獻出處: Journal of Hospitality Swanson Davidow, 2000). Hence, the study fills in this void.Second, besides contributing to the body of knowledge, the findings of the study may carry important practical imp

3、lications for micro and macro reasons. Tourism industry is the lifeblood of the fledgling Northern Cyprus economy, accounting for more than 19% of the Gross National Product (Economic and Social Indicators, 2000). Yet, t

4、here has been a decline in the number of Turkish tourists (which ac- count for an overwhelming proportion of tourism revenues) visiting the island. According to the official tourism statistics, in 2001, the number of Tur

5、kish tourists visiting Northern Cyprus were put at 277,739. This is a significant drop from the 1997 total of 326,324. The decline is of concern not only to the public officials but also to the operators of luxury hotels

6、 which face stiffening competition from their counterparts dotting the coast of Turkish Riviera on the mainland. The rest of the paper is organized around four sections. The next section presents the conceptual model and

7、 hypotheses. This is followed by discussions of the method and results of the empirical study. The paper concludes with implications of the results.CONCEPTUAL MODEL AND HYPOTHESESThe conceptual model, which guides the cu

8、rrent study, is presented in Figure 1. The purpose of the model is to explain the underlying processes through which organizational responses influence satisfaction and repurchase intentions and how satisfaction impacts

9、repurchase intentions. As can be seen from Figure 1, the organizational responses which can potentially influence the two outcome variables of satisfaction and repurchase intentions are promptness, apology, redress, expl