The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus

Osman M. Karatepe (Assistant Professor of Marketing in the School of Tourism and Hospitality Management, at the Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus)
Erdogan H. Ekiz (Center for Tourism Research, at the Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2004

Abstract

This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of apology, atonement, promptness, facilitation, explanation, attentiveness and effort on complainant satisfaction and loyalty, and the association between satisfaction and loyalty. The study uses a sample of Turkish guests in the Northern Cyprus hotel industry. The hypothesized relationships are tested using LISREL 8.30 through path analysis. Results provide empirical support for ten of the 15 hypotheses examined. The path analysis reveals that apology, explanation, and effort are three organizational response options that exert significant positive effects on complainant satisfaction and loyalty. Empirical findings also suggest that effort appears to be the most influential organizational response affecting satisfaction and loyalty. Discussion of the results, implications, and limitations of the study are also presented.

Keywords

Citation

Karatepe, O. and Ekiz, E. (2004), "The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus", Managing Service Quality: An International Journal, Vol. 14 No. 6, pp. 476-486. https://doi.org/10.1108/09604520410569810

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Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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