Resumen de Written Complaints, Third-Party Intervention, and the Management of Paradoxes: integrating Extremes
A paradox is the presence together at the same time of two opposing but interconnected ideas or phenomena. managers in the tourism industry function in the face of contradictory considerations that require responses. That paradoxes are daunting in their refusal to be solved does not mean they cannot be managed. Four paradoxes are identified through a qualitative analysis of both written complaints by travelers and a third party's efforts to address these grievances. Two broad approaches to the analysis and management of the paradoxes are subsequently discussed. The first treats paradoxes as partitioned entities. each pole of the paradox is viewed discretely, thus demanding an �either/or� choice. The second approach strives to integrate opposing sides of the paradox. In this study, integration exposes an unanticipated relationship, invites managers to view individuals (e.g., as consumers) who are affected by a paradox as potential problem solvers, and demonstrates that failure and success can shape each other. Paradoxes can provoke fresh thought when attempts are made at integrating and synthesizing incongruence rather than viewing apparent oppositions as compartmentalized. Integration helps to identify complementary relationships between seemingly irreconcilable tendencies in ways that could inform the analysis and management of tourism.
