{"id":"https://openalex.org/W1974845488","doi":"https://doi.org/10.1300/j150v03n04_03","title":"Visitor Grievances Concerning Travel Agent Accommodation Bookings:","display_name":"Visitor Grievances Concerning Travel Agent Accommodation Bookings:","publication_year":1996,"publication_date":"1996-05-10","ids":{"openalex":"https://openalex.org/W1974845488","doi":"https://doi.org/10.1300/j150v03n04_03","mag":"1974845488"},"language":"en","primary_location":{"id":"doi:10.1300/j150v03n04_03","doi":"https://doi.org/10.1300/j150v03n04_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j150v03n04_03","pdf_url":null,"source":{"id":"https://openalex.org/S186929564","display_name":"Journal of Hospitality & Leisure Marketing","issn_l":"1050-7051","issn":["1050-7051","1541-0897"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality &amp; Leisure Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065725102","display_name":"Glenn F. Ross","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I86467917","display_name":"James Cook University","ror":"https://ror.org/04gsp2c11","country_code":"AU","type":"education","lineage":["https://openalex.org/I86467917"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Glenn F. Ross","raw_affiliation_strings":["a  Senior Lecturer in Psychology, James Cook University, North Queensland, Australia","Senior Lecturer in Psychology, James Cook University, North Queensland, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"a  Senior Lecturer in Psychology, James Cook University, North Queensland, Australia","institution_ids":["https://openalex.org/I86467917"]},{"raw_affiliation_string":"Senior Lecturer in Psychology, James Cook University, North Queensland, Australia","institution_ids":["https://openalex.org/I86467917"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5065725102"],"corresponding_institution_ids":["https://openalex.org/I86467917"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.25531915,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"3","issue":"4","first_page":"27","last_page":"48"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.47189998626708984,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.47189998626708984,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.4253000020980835,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.07050000131130219,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/accommodation-booking","display_name":"accommodation booking","score":0.5630000233650208},{"id":"https://openalex.org/keywords/travel-agents","display_name":"travel agents","score":0.9190000295639038},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8360000252723694},{"id":"https://openalex.org/keywords/hospitality-industry-employees","display_name":"hospitality industry employees","score":0.5210000276565552},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.48899999260902405},{"id":"https://openalex.org/keywords/service-expectations","display_name":"service expectations","score":0.6420000195503235},{"id":"https://openalex.org/keywords/employee-attitudes","display_name":"employee attitudes","score":0.7559999823570251},{"id":"https://openalex.org/keywords/personnel-selection","display_name":"personnel selection","score":0.8019999861717224},{"id":"https://openalex.org/keywords/school-leavers","display_name":"school leavers","score":0.7139999866485596}],"concepts":[{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.8020287752151489},{"id":"https://openalex.org/C157660682","wikidata":"https://www.wikidata.org/wiki/Q419793","display_name":"Accommodation","level":2,"score":0.7647656798362732},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7299439311027527},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.706447184085846},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6937277317047119},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6720997095108032},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6521048545837402},{"id":"https://openalex.org/C48947383","wikidata":"https://www.wikidata.org/wiki/Q830719","display_name":"Visitor pattern","level":2,"score":0.6382125616073608},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6372411251068115},{"id":"https://openalex.org/C2781249084","wikidata":"https://www.wikidata.org/wiki/Q908656","display_name":"Preference","level":2,"score":0.5386019349098206},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5042575597763062},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.49834418296813965},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4403632581233978},{"id":"https://openalex.org/C189705334","wikidata":"https://www.wikidata.org/wiki/Q15816013","display_name":"Hospitality management studies","level":3,"score":0.41601982712745667},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.349930077791214},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2333158254623413},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.13497766852378845},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08425283432006836},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.08354893326759338},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1300/j150v03n04_03","doi":"https://doi.org/10.1300/j150v03n04_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j150v03n04_03","pdf_url":null,"source":{"id":"https://openalex.org/S186929564","display_name":"Journal of Hospitality & Leisure Marketing","issn_l":"1050-7051","issn":["1050-7051","1541-0897"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Hospitality &amp; Leisure Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.6000000238418579}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2026330550","https://openalex.org/W2043754082","https://openalex.org/W2312880929","https://openalex.org/W2115561885","https://openalex.org/W2029547106","https://openalex.org/W2103291461","https://openalex.org/W260105409","https://openalex.org/W2083032268","https://openalex.org/W804912070","https://openalex.org/W1927136974"],"abstract_inverted_index":{"Service":[0,67,110,126],"quality":[1,79],"mav":[2],"be":[3,6,74],"seen":[4],"to":[5,23,29,43,73,107,128,134,144],"at":[7],"its":[8],"lowest":[9],"or":[10],"highest":[11],"point":[12],"within":[13],"the":[14,18,31,77,84,91,135],"tourism/hospitality":[15],"industry":[16,41,88,168],"in":[17,132],"context":[19],"of":[20,34,37,86,124,158],"staff":[21,169],"resoonses":[22],"visitor":[24],"grievances.":[25],"This":[26],"study":[27],"sought":[28],"explore":[30],"response":[32,61,154],"styles":[33],"a":[35,44,146,150],"sample":[36],"potential":[38],"tourism":[39],"hospitality":[40,87],"employees":[42,57],"situation":[45],"involving":[46],"an":[47,53],"accommodation":[48],"complaint":[49],"apparently":[50],"caused":[51],"by":[52],"external":[54],"source.":[55],"Potential":[56],"revealed":[58],"two":[59],"major":[60],"types,":[62],"labelled":[63],"Poor":[64,99,109,125],"and":[65,166],"Good":[66,70],"Expectation":[68],"types.":[69],"service":[71,78],"appeared":[72],"associated":[75],"with":[76,149],"ideal":[80,92],"\"Positive":[81],"Attitudes\"":[82],"on":[83],"part":[85],"employees,":[89],"whereas":[90,117],"\"Being":[93],"Blunt\"":[94],"was":[95],"regarded":[96],"as":[97,114],"evidencing":[98],"Service.":[100],"Those":[101],"respondents":[102,119],"who":[103,120],"are":[104,172],"less":[105,151],"likely":[106],"expect":[108,121],"regard":[111,133],"Management":[112],"employment":[113,137],"highly":[115],"preferred":[116],"those":[118],"higher":[122],"levels":[123],"appear":[127,143],"have":[129,145],"been":[130],"neutral":[131],"management":[136],"preference.":[138],"Other":[139],"occupations":[140],"did,":[141],"however,":[142],"clear":[147],"association":[148],"than":[152],"helpful":[153],"style.":[155],"The":[156],"implications":[157],"these":[159],"results":[160],"for":[161],"both":[162],"individual":[163],"school":[164],"leavers":[165],"tourismihospitality":[167],"selection":[170],"processes":[171],"discussed.":[173]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
