... 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...

... to seek redress (Singh, 1989) and their decision on whether or not to voice a complaint (Halstead and Dröge, 1991 ; Magnini and Ford, 2004). In addition, several researchers have postulated that ATC (in terms of personal norms and/or societal benefits) influence complaint responses, including voices...

.... 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...

... of dissatisfaction felt, annoyance or “victimisation”; cost of complaining (financially and psychologically); benefits of complaining; likelihood of resolution; availability of resources (for making a complaint); access (to a means of registering a complaint); attribution of blame (who is to blame...

...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...

.... Respondents were asked to respond to the following situation, using a five‐point Likert‐type scale where (1) = disagree and (5) = agree. Could you imagine yourself working in the reception/public relations section of a large local hotel? An irate guest has just approached you with a complaint regarding his...