Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels

Abstract

Today, businesses are operating in a global economy, markets are char-acterized by hypercompetition and businesses must adapt themselves to the empowered consumer. Companies need to focus on customer needs and wants, quality and customer retention through correcting mistakes. This study aims to measure the effects of apology, redress, ex-planation, attentiveness and promptness on complainant satisfaction, repurchase intentions and word of mouth communication through the use of a sample of Turkish customers, accommodated in three, four, and five star hotels in Northern Cyprus. Implications for managers, limitations, and implications for future research are presented in the following sections of the study. Key Words: customer complaints, organizational responses, satisfaction, repurchase intension, word of mouth communication,