In this paper Customer Complaints Management (CCM) as well as the associated key challenges have been studied as essentials for achieving customer retention and loyalty. Some models de nothing the process of CCM have also been demonstrated and discussed and a complaint intensity framework has...

Probably the greatest single deterrent to tourism development is the lack of appreciation and enthusiasm for tourism by civic and business leaders. When tourism is not understood and its benefits are unclear, planning and implementation of measures to improve the industry are often lacking....