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Consumer complaint behaviour of Asians and non‐Asians about hotel services
9 references·16 citing·44 second hop
Consumer complaint behaviour of Asians and non‐Asians about hotel services (2007)Consumer complaint behaviour of Asians an…Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice (2006)Service failure recovery: The…Customer complaint behaviour towards hotel restaurant services (2003)Customer complaint behaviour …Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination (2001)Recognizing cross‐cultural di…An investigation into whether complaining can cause increased consumer satisfaction (2000)An investigation into whether…Research methods for business: A skill building approach (1993)Research methods for business…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Basic Marketing Research (1988)Basic Marketing ResearchCulture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…The sources, meaning, and validity of consumer complaint behavior: A psychological analysis (1981)The sources, meaning, and val…Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis (2020)Hospitality-based service rec…Comprehending customer satisfaction with hotels (2020)Comprehending customer satisf…Value co-destruction in hotel services: Exploring the misalignment of cognitive scripts among customers and providers (2019)Value co-destruction in hotel…Why are Generation Y consumers the most likely to complain and repurchase? (2017)Why are Generation Y consumer…Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan (2017)Negative Word of Mouse in the…Apps for mobile banking and customer satisfaction: a cross-cultural study (2017)Apps for mobile banking and c…The Chinese way of response to hospitality service failure: The effects of face and guanxi (2016)The Chinese way of response t…The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions (2015)The Impact of Perceived Servi…PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN RESTORAN INDUS UBUD GIANYAR (2015)PENGARUH KUALITAS PELAYANAN T…An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers (2015)An analysis of the relationsh…A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently (2015)A segmentation of online revi…Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers (2014)Online Complaining Behavior i…The effect of inconsistent word‐of‐mouth during the service encounter (2011)The effect of inconsistent wo…Comparing Chinese and American attitudes towards complaining (2011)Comparing Chinese and America…Treatment utilization and barriers to treatment engagement among people with body dysmorphic symptoms (2010)Treatment utilization and bar…The relationship between consumer complaining behavior and service recovery (2010)The relationship between cons…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Exploring Customer Loyalty Following Service Recovery (2007)Satisfaction with service recovery: Perceived justice and emotional responses (2008)A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)Handbook of Social Psychology (2013)Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Emotion And Adaptation (1991)An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market (2012)Conceptual research in tourism (2013)Stress: Appraisal and Coping (2013)Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research (2018)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Critical Service Encounters: The Employee's Viewpoint (1994)When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining (2005)Generation Y’s positive and negative eWOM: use of social media and mobile technology (2017)Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2018)Confronting a traumatic event: Toward an understanding of inhibition and disease. (1986)Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)A Study of the Relationships between Cognitive Appraisals and Consumption Emotions (1997)Emotional expressions in online user reviews: How they influence consumers' product evaluations (2011)Social interaction, convenience and customer satisfaction: The mediating effect of customer experience (2014)Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website (2017)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Jaycustomer behavior: an exploration of types and motives in the hospitality industry (2004)The Effects of Personal Values on Travel Motivation and Behavioral Intention (2011)The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust (2012)An Index of Factorial Simplicity (1974)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Antecedents and consequences of trust and satisfaction in buyer‐seller relationships (1998)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Development of a measure of workplace deviance. (2000)Determinants of Chinese consumers' green purchase behavior (2001)Exploring the role of dynamic capabilities in firm performance under the resource-based view framework (2013)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)The weirdest people in the world? (2010)Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006)Internet Users’ Information Privacy-Protective Responses: A Taxonomy and a Nomological MODEL1 (2008)The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea (2010)
this work references cited by second hop

References

  • 1993Research methods for business: A skill building approach16,985 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 2006Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice525 cited
  • 1988Basic Marketing Research448 cited
  • 2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
  • 2003Customer complaint behaviour towards hotel restaurant services271 cited
  • 1981The sources, meaning, and validity of consumer complaint behavior: A psychological analysis259 cited
  • 2000An investigation into whether complaining can cause increased consumer satisfaction248 cited

Cited by

  • 2010The relationship between consumer complaining behavior and service recovery173 cited
  • 2020Comprehending customer satisfaction with hotels156 cited
  • 2017Apps for mobile banking and customer satisfaction: a cross-cultural study150 cited
  • 2015A segmentation of online reviews by language groups: How English and non-English speakers rate hotels differently150 cited
  • 2017Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan

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135 cited
  • 2010Treatment utilization and barriers to treatment engagement among people with body dysmorphic symptoms106 cited
  • 2014Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers97 cited
  • 2019Value co-destruction in hotel services: Exploring the misalignment of cognitive scripts among customers and providers94 cited
  • 2017Why are Generation Y consumers the most likely to complain and repurchase?82 cited
  • 2015The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions78 cited
  • 2011Comparing Chinese and American attitudes towards complaining77 cited
  • 2016The Chinese way of response to hospitality service failure: The effects of face and guanxi74 cited
  • 2011The effect of inconsistent word‐of‐mouth during the service encounter68 cited
  • 2015PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN RESTORAN INDUS UBUD GIANYAR66 cited
  • 2020Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis65 cited
  • 2015An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers64 cited