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Abstract ▼ AI-Helper

The number of foreign tourists to visit Korea increases gradually. Under this circumstance, it is needed to investigate the contents of foreign tourists" complaints. The first purpose of this study is to classify service failures types and service failures severity based on the foreign tourists" com...

The number of foreign tourists to visit Korea increases gradually. Under this circumstance, it is needed to investigate the contents of foreign tourists" complaints. The first purpose of this study is to classify service failures types and service failures severity based on the foreign tourists" complaints report. The second aim is to analyze service failures through crosstabulation and frequency analyses. Results of this study indicated that service delivery system failures showed the highest frequency, and that core service failures were followed. In addition, results of crosstabulation analysis of service failures types and service failures severity indicated that service delivery system failures were the highest factor in both major and minor severity. Lastly, the type of complaintive service failures had been changed from service delivery system failures to core service failures over the years. Therefore, to solve the problems due to service failures, it is recommended that the government should understand the change and the contents of foreign tourists" complaints.

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