Tourism policy and its international position With regard emphasis on service recovery in Mashhad City

Subject Areas :

suroush  Amiri ¹ (faculty of police univetsity)
زهرا  رجائی ² (دکتری مدیریت، عضوهیئت‌علمی دانشگاه پیام نور، ایران.)

Received: 2017-12-26 Accepted : 2018-01-10 Published : 2017-12-22

Keywords: Service Recovery, Satisfaction of Tourists, tourist&rsquo, s verbal communication, International position, Policy Making,

Abstract :

Abstract: Background and aim: the development of the tourism industry's most important economic activity in the world and the satisfaction of tourists from the services offered by factors increase the income of tourism and development activities in management and planning services in accommodations role in the positive attitude tourists and create competitive advantage and National brand in the minds of tourists. The aim of this study is to evaluate the role of tourists’ satisfaction in tourism policy with emphasis on service recovery that this study is conducted in two phases. Methods: The present study is descriptive (field survey). statistical population research was 3 stars and above hotels in Mashhad city (2007)., and Ekiz and Arasli standard questionnaire has been based for data collection. Results: The results of field survey is conducted with the help pls service recovery software with satisfaction, loyalty, verbal communication of tourists are associated and in the second phase of the appropriate policies with regard to revive tourism services (service recovery). as well as various factors affecting the creation of national brand in the minds of tourists is to be studied. These factors include the tourism attractive to tourists, training and deployment of trained and experienced staff, quality staff, quality of service, cost for tourists (price)., and speedy settlement of claims and complaints were tourists