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Articles (22)

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1-10 of 22 results for customer complaining behavior

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Select article: Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

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Research article

First published 2016-9

Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

Zhuowei (Joy) Huang, Li Miao

Journal of Hospitality & Tourism Research

Select article: Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice,Guarantees,and Failure Stability on Customer Complaining

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Research article

First published 2013-11

Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice,Guarantees,and Failure Stability on Customer Complaining

Lisa McQuilken, Nichola Robertson

Journal of Hospitality & Tourism Research

Select article: The Long-Term Impact of Service Failure and Recovery

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Research article

First published 2018-11

The Long-Term Impact of Service Failure and Recovery

Tim Norvell, Piyush Kumar, Mayukh Dass

Cornell Hospitality Quarterly

Select article: The Customer Isn’t Always Right: The Implications of Illegitimate Complaints

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Research article

First published 2020-5

The Customer Isn’t Always Right: The Implications of Illegitimate Complaints

Kawon Kim, Melissa A. Baker

Cornell Hospitality Quarterly

Select article: Consumer Complaint Behavior Manifestations for Table Service Restaurants: Identifying Sociodemographic Characteristics,Personality,and Behavioral Factors

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Research article

First published 2002-05

Consumer Complaint Behavior Manifestations for Table Service Restaurants: Identifying Sociodemographic Characteristics,Personality,and Behavioral Factors

David L. Jones, Ken W. McCleary, Lawrence R. Lepisto

Journal of Hospitality & Tourism Research

Select article: The Effects of Intragroup Guanxi Interaction on Customers’ Intentions to Complain

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Research article

First published 2022-9

The Effects of Intragroup Guanxi Interaction on Customers’ Intentions to Complain

Xing’an Xu, Christina Geng-Qing Chi, Ruiying Cai [...]

Journal of Hospitality & Tourism Research

Select article: Comparing Service Delivery to What Might Have Been

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Research article

First published 1999-08

Comparing Service Delivery to What Might Have Been

Marcel Zeelenberg, Rik Pieters

Journal of Service Research

Select article: Threat,Coping,and Cost: Protection Motivation in the Context of Consumer Complaining

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Research article

First published 2018-8

Threat,Coping,and Cost: Protection Motivation in the Context of Consumer Complaining

San Bolkan

Communication Research

Select article: The Bottom Line Impact of Organizational Responses to Customer Complaints

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Research article

First published 2000-11

The Bottom Line Impact of Organizational Responses to Customer Complaints

Moshe Davidow

Journal of Hospitality & Tourism Research

Select article: When Students Complain

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Research article

First published 2011-12

When Students Complain

Vishal Lala, Randi Priluck

Journal of Marketing Education

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