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Title: Customer complaint behaviour towards hotel restaurant services
Authors: Heung, V
Lam, T
Keywords: Complaints
Consumer behaviour
Hong Kong
Issue Date: 2003
Publisher: Emerald Group Publishing Limited
Source: International journal of contemporary hospitality management, 2003, v. 15, no. 5, p. 283-289 How to cite?
Journal: International journal of contemporary hospitality management 
Abstract: The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel restaurantservices. The main objectives were to identify complaint patterns and the relationships betweencustomers' demographic backgrounds such as age, gender and education levels; and their complaintbehaviours. Based on a survey of 220 hotel restaurant diners, complainers and non‐complainers were identified. The research findings suggested that at most customers are likely to engage in privatecomplaint behaviours such as word‐of‐mouth communication and ceasing to patronize the restaurant. It highlights that the complaint intentions of Chinese diners were quite low and they were passive about communicating dissatisfaction to restaurateurs. Restaurateurs can make use of these findings to improve their existing customer feedback systems and complaint handling strategies.
ISSN: 0959-6119
EISSN: 1757-1049
DOI: 10.1108/09596110310482209
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