... industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions (word of mouth, third-party complaints and intention to revisit) are conditioned by three different consumer characteristics, one affective (perceived interpersonal justice of the service provided...

... perceptions. Norman Au can be contacted at: hmnorman@polyu.edu.hk © Emerald Group Publishing Limited 2011 Complaints Customer loyalty Culture China United States of America Attitude towards complaining is characterized as the overall affect of “goodness” or “badness...

.... 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...

... aggression and emotional dissonance impact service recovery performance, job satisfaction, and turnover intentions deleteriously. That is, frontline employees who are confronted with verbally aggressive customers and experience emotional dissonance cannot resolve customers' complaints effectively...

... Group Publishing Limited 2004 Complaints Service industries Service failures Customer satisfaction level of dissatisfaction felt, annoyance or “victimisation”; cost of complaining (financially and psychologically); benefits of complaining; likelihood of resolution...

...Vincent C.S. Heung; Terry Lam 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...

... of service quality ideals such as being calm in a crisis, neat appearance and being blunt. Finally, examines the implications of these findings for management within the hospitality/tourism industry and for individual employees. © MCB UP Limited 1996 Australia Complaints Human resource...