The dream is over?

a study of theory of customer delight in complaints against travel agencies

Authors

DOI:

https://doi.org/10.7784/rbtur.v15i1.2109

Keywords:

Theory of customer delight, Problem-solving, Interpersonal interactions, Travel agencies, Pandemic.

Abstract

Based on theory of customer delight, the article examines the effect of problem-solving and interpersonal interactions on the tourist’s pleasure in complaints. A mixed method is used in this study. First, content analysis is applied to transform the content of messages in quantifiable and pre-established categories in the literature. These data serve as input for the subsequent step, in which structural equations based on partial least squares (PLS) are used, taking two different groups. A group is formed by complaints that occurred before COVID-19, and the other is made up of complaints published during the pandemic. It is evaluated whether the factorial configuration and the structural coefficients remain unchanged from one group to another. 502 complaints against travel agencies are examined. Among the results, one of them stands out. The human element is a key factor in the formation of pleasurable experiences during the pandemic. Travel agencies need to train their employees to respond appropriately to the demands of that period. In times of contingencies, the tourist seeks more than the real solution of the case and expects to be well attended by frontline employees. Future tourist behaviors may depend on this performance.

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Author Biographies

Evadio Pereira Filho, Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil

He is a PhD student in Administration at the Federal University of Rio Grande do Norte (UFRN), he has a Master’s degree in Administration from the Potiguar University (UnP) and a Bachelor’s degree in Production engineering from the Federal University of Rio Grande do Norte (UFRN). His research interests include consumer behavior, service management, quality management, operations management, and ergonomics.

Miguel Eduardo Moreno Añez, Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil

He has a Post-doctorate in International Administration from HEC Montréal, Canada. He has a PhD in Business Administration from Getúlio Vargas Foundation (FGV/EAESP). He teaches at the Federal University of Rio Grande do Norte (UFRN), Natal, Brazil. His research interests include business strategy, organizational culture, organizational studies, international business, and service management.

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Published

2021-01-02

How to Cite

Pereira Filho, E., & Moreno Añez, M. E. (2021). The dream is over? : a study of theory of customer delight in complaints against travel agencies . Revista Brasileira De Pesquisa Em Turismo, 15(1), 2109. https://doi.org/10.7784/rbtur.v15i1.2109

Issue

Vol. 15 No. 1 (2021): janeiro/abril

Section

Special Call: Tourism and COVID-19

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