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Keywords: Customer complaints
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Journal Articles
International Journal of Contemporary Hospitality Management (2026) 38 (4): 1396–1415.
Published: 13 March 2026
...Qingrui Meng; Ping Yin; Jialin Liu; Wen Wu Purpose Previous studies argued that customer complaints can improve service quality and employee performance. This study challenges this view by distinguishing between unreasonable complaints and service failure complaints and finds that both can prompt...
Includes: Supplementary data
Journal Articles
International Journal of Contemporary Hospitality Management (2015) 27 (5): 739–755.
Published: 13 July 2015
... examples, see www.dailymail.co.uk/news/article-2403946/TripAdvisor-review-goes-viral-restaurant-owner-Kiren-Puri-replies-complaint.html , http://eater.com/archives/2012/11/08/uk-chefs-flip-out-on-smalltime-blogger.php). Stress Restaurants Online reviews Social media Customer complaints E-WOM...
