The relationship between consumer complaining behavior and service recovery: An integrative review

Min Gyung Kim, Chenya Wang, Anna S. Mattila

Research output: Contribution to journalArticle

66 Scopus citations

Abstract

Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. 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 is performed to justify the conceptual framework. Findings – The framework offers a starting point for broadening the thinking on consumers' complaint handling processes. Research limitations/implications – Systematic empirical research is needed to test the integrative model. Originality/value – This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.

Original languageEnglish (US)
Pages (from-to)975-991
Number of pages17
JournalInternational Journal of Contemporary Hospitality Management
Volume22
Issue number7
DOIs
StatePublished - Oct 5 2010

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management

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