摘要： Third-party complaints usually indicate the most egregious service failures and represent customers' higher order actions. To reduce or eliminate these critical failures and protect the long-term profits of service firms, the major potential failure modes need to be identified to enable preventive action. There is scant information in the tourism literature on third-party complaints about group package tours. The purpose of this study is to evaluate the risk prioritization of the critical potential service failure modes that result in third-party complaints about Taiwanese outbound group package tours. A novel approach to risk evaluation is used. Some managerial implications are addressed. 出版者： Taylor & Francis Group 出版日期： 2012-11 出處： Journal of travel & tourism marketing, 2012-11, Vol.29 (8), p.817-834 資源來源： Taylor & Francis Journals 版權： Copyright Taylor & Francis Group, LLC 2012 識別號： ISSN: 1054-8408 識別號： EISSN: 1540-7306 識別號： DOI: 10.1080/10548408.2012.730947
