Today, businesses are operating in a global economy, markets are char-acterized by hypercompetition and businesses must adapt themselves to the empowered consumer. Companies need to focus on customer needs and wants, quality and customer retention through correcting mistakes. This study aims to measure the effects of apology, redress, ex-planation, attentiveness and promptness on complainant satisfaction, repurchase intentions and word of mouth communication through the use of a sample of Turkish customers, accommodated in three, four, and five star hotels in Northern Cyprus. Implications for managers, limitations, and implications for future research are presented in the following sections of the study. Key Words: customer complaints, organizational responses, satisfaction, repurchase intension, word of mouth communication,

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With due respect, I would like to submit the “Internship Report ” for your kind inspection. This report is a summary and analysis of three months of internship experience in Unilever Bangladesh Limited, Gulshan Branch. The topic of this report is “Professional Marketing aspects of Unilever Bangladesh Limited”. To carry out the report, I have gathered various papers/document, periodicals etc. from my line manager as well as from internet for the purpose of secondary data. I have practically worked and observed their working pattern, management and other company activities, in order to earn experience about the corporate environment. On the basis of these secondary data and practical observation, I have prepared the report later. Hence, I hope that you would be kind enough to accept this report for analysis. Thanking you. Sincerely yours,

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