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Customer complaints in restaurants: Do they differ by service stages and loyalty levels? · Study

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ArticleCustomer complaints in restaurants: Do they differ by service stages and loyalty levels?

Young Namkung2010

Article2010

Customer complaints in restaurants: Do they differ by service stages and loyalty levels?

Young Namkung · SooCheong Shawn Jang

85 citations·0/0 files stored·International Journal of Hospitality Management

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 85 citations exist upstream.

References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1999Whence Consumer Loyalty?1994Customer Loyalty: Toward an Integrated Conceptual Framework 2010Satisfaction: a behavioral perspective on the consumer 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1991Managing brand equity : capitalizing on the value of a brand name.

Cited by

2012Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits 2018The effects of outward and inward negative emotions on consumers’ desire for revenge and negative word of mouth 2019Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations 2016Ensuring restaurant quality and guests’ loyalty: an integrative model based on marketing (7P) approach 2014Determinants of Customer Complaint Behavior in a Restaurant Context: The Role of Culture, Price Level, and Customer Loyalty 2014Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context 2018The impact of switching costs on customer complaint behavior and service recovery evaluation 2022Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector

Details

Year2010

Typearticle

Published2010-08-05

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations85

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.ijhm.2010.07.005

openalex_workW1968616940

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