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Opodo is a Spanish-owned online travel agency which offers deals in regular and charter flights, low-cost airlines, hotels, car rental, dynamic packages, holiday packages and travel insurance. It is a pan-European enterprise, founded by a consortium of European airlines, including British Airways, Air France, Alitalia, Iberia, KLM, Lufthansa ...
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. [2]
Service recovery. Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. [1] It is the action a service provider takes in response to service failure. [2] By including customer satisfaction in the definition, service recovery is a thought-out, planned process of ...
Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...
A study on the customer experience in budget hotels revealed interesting results. Customer satisfaction was largely influenced by tangible and sensory dimensions. This included cleanliness, shower comfort, and room temperature, just to name a few. As budget hotels are cheap, customers expected the basic elements to be satisfactory and the ...
In May 2007, Hotels.com was subject to a class action complaint (Smith v. Hotels.com L.P., California Superior Court, Alameda County, Case No. RG07327029) brought against them for “ongoing discrimination against persons with mobility disabilities who desire to, but cannot, use Hotels.com’s worldwide reservation network to make reservations for hotel rooms”. [7]
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