Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons |
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Authors: | Siriporn Sujithamrak Terry Lam |
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Institution: | 1. College of Business &2. Technology , Black Hills State University , USA;3. School of Hotel &4. Tourism Management , The Hong Kong Polytechnic University , Hong Kong |
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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. |
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Keywords: | customers customer complaint behavior demographic characteristics hotel restaurants |
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