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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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Customer complaint behaviour towards hotel restaurant services


Document Information:
Title:Customer complaint behaviour towards hotel restaurant services
Author(s):Vincent C.S. Heung, (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong), Terry Lam, (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Citation:Vincent C.S. Heung, Terry Lam, (2003) "Customer complaint behaviour towards hotel restaurant services", International Journal of Contemporary Hospitality Management, Vol. 15 Iss: 5, pp.283 - 289
Keywords:Complaints, Consumer behaviour, Demographics, Hong Kong, Hotels
Article type:Research paper
DOI:10.1108/09596110310482209 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel restaurant services. The main objectives were to identify complaint patterns and the relationships between customers’ demographic backgrounds such as age, gender and education levels; and their complaint behaviours. Based on a survey of 220 hotel restaurant diners, complainers and non-complainers were identified. The research findings suggested that at most customers are likely to engage in private complaint behaviours such as word-of-mouth communication and ceasing to patronize the restaurant. It highlights that the complaint intentions of Chinese diners were quite low and they were passive about communicating dissatisfaction to restaurateurs. Restaurateurs can make use of these findings to improve their existing customer feedback systems and complaint handling strategies.



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