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Title: Relationship between customer complaint behavior and demographic characteristics : a study of hotel restaurants' patrons
Authors: Sujithamrak, S
Lam, T
Keywords: Customers
Customer complaint behavior
Demographic characteristics
Hotel restaurants
Issue Date: 2005
Publisher: Routledge, Taylor & Francis Group
Source: Asia Pacific journal of tourism research, 2005, v. 10, no. 3, p. 289-307 How to cite?
Journal: Asia Pacific journal of tourism research 
Abstract: This study documented customer complaint behavior in hotel restaurants in Deadwood, USA, and examined the relationship between complaint behavior and demographic characteristics. The sample consisted of 250 hotel restaurant customers. It was found that the hotel restaurant customers tended to complain privately rather than taking public actions. Older, well-educated, customers with higher incomes tended to take private action to complain about their dissatisfaction more than younger, less educated customers with lower incomes. Based on results of the study, implications were suggested for industry practitioners to diminish the negative impact of complaint on hotel restaurants. This research is funded by the BHSU Faculty Research Grant.
ISSN: 1094-1665
EISSN: 1741-6507
DOI: 10.1080/10941660500309697
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