engleski

The paradox of resolving complaints in the wellness center guarantees profitability

Wellness is a relatively new phenomenon in the tourism world which, as the season expands and capacity utilization increases, becomes a strategic product and should be considered, treated and nurtured with staff, sales agents and anyone who can directly or indirectly participate in product´s sales. Although the potentials of wellness and other forms of health tourism in the Republic of Croatia are insufficiently used, it can be confirmed that in the Republic of Croatia there is a complex structure of wellness tourism. The quality of service in the wellness center becomes a central determinant that can attract and retain consumer, but also irreversibly "lose" it. In order to adequately manage the quality of service in the wellness center in tourism, it is necessary to know the strategies in resolving complaints and reclamations. The aim of this paper is to determine how most consumers of wellness services are actually dissatisfied with the way of resolving a complaint. The phenomenon of the paradox of resolving complaints is the focus of this research and using the theory of the paradox of resolving complaints, the authors will assess the amount and structure of complaints in terms of outcomes, methods of procedures used in the wellness center to achieve outcomes and the nature of interpersonal procedure, complaints and reclamations. Furthermore, the paper will test the hypothesis of the interdependence between satisfaction with resolving complaints and satisfaction of consumers of wellness services.

wellness ; quality of service ; complaints ; way of resolving complaints and reclamations ; satisfaction

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