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Journal cover: International Journal of Contemporary Hospitality Management

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

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The relationship between consumer complaining behavior and service recovery: An integrative review


Document Information:
Title:The relationship between consumer complaining behavior and service recovery: An integrative review
Author(s):Min Gyung Kim, (Pennsylvania State University School of Hospitality Management, University Park, Pennsylvania, USA), Chenya Wang, (Pennsylvania State University School of Hospitality Management, University Park, Pennsylvania, USA), Anna S. Mattila, (Pennsylvania State University School of Hospitality Management, University Park, Pennsylvania, USA)
Citation:Min Gyung Kim, Chenya Wang, Anna S. Mattila, (2010) "The relationship between consumer complaining behavior and service recovery: An integrative review", International Journal of Contemporary Hospitality Management, Vol. 22 Iss: 7, pp.975 - 991
Keywords:Complaints, Consumer behavior, Hospitality management, Service failures
Article type:Conceptual paper
DOI:10.1108/09596111011066635 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Acknowledgements:The first two authors contributed equally to the paper and hence the order of these two authors is alphabetical.
Abstract:

Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling processes for hospitality institutions.

Design/methodology/approach – A model is proposed that integrates the service recovery and CCB literatures under a single framework. A careful literature review is performed to justify the conceptual framework.

Findings – The framework offers a starting point for broadening the thinking on consumers' complaint handling processes.

Research limitations/implications – Systematic empirical research is needed to test the integrative model.

Originality/value – This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.



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