1、字数：英文 2795 单词， 14714 字符；中文 4440 汉字 出处： Ola D C. An overview of customer complaints in car rental activities from RomaniaJ. Bulletin of the Transilvania University of Brasov. Forestry, Wood Industry, Agricultural Food Engineering. Series II, 2017, 10(2): 117-124 外文文献： An overview of customer complain
2、ts in car rental activities from Romania Abstract An ever growing tourism with a higher competitive market of services, the car rental segment is essential in the development of the tourist transport services, in order to fulfil and satisfy the mobility needs of the customers. The paper focuses on t
3、he identification of the most frequent complaints and the efficient management that can be implemented in order to minimize the negative impact that affects the car rental provider, and to effectively address the measures to regain the customer trust and brand loyalty. Key words: rent a car, brand l
4、oyalty, customer complaints, online customer feedback, tourism. 1.Introduction Worldwide, tourism represents 9% of the global GDP 2011, creating 255 million jobs. It is estimated that the tourism industry will grow with a rate of 4% each year in the next 10 years. It is estimated that by 2022, about
5、 328 million tourism jobs will be achieved, or 1 out of 10 jobs worldwide will be in the field of tourism. Personal transportation modes have diversified greatly, and rental use in tourism area can be one of the strategies to popularize tourism and new transportation vehicles. Tourism is more a soci
6、al activity than economic and it involves people from all over the world with different cultures and habits and different expectations and understanding of the quality services. Regarding overall satisfaction of the rental service, most users were satisfied and want to use it in a tourism area as an alternative to, primarily, private cars. According to Nakamura H. 2016, users ranked the order of importance for car rentals as safety, convenience, joy, and mobility. World touri
