The Relationship Between Guests' Knowledge Awareness and Their Behaviors in Submitting Complaints (Applied on a Sample of Five Star Hotels in Sharm El-Sheikh)
Abstract:There are many factors that affect guests' complaining behaviors as follows: guests' lack of knowledge about the accessibility of making complaints, perceived justice, and expected costs and efforts of complaining. This study aims to determine the effect of guests' awareness towards these factors on their complaint's behaviors. The study also aims to determine if there is a difference in guests' awareness towards the research variables backs to their demographic characteristics. In order to achieve these objec… Show more
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