首页 | 本学科首页   官方微博 | 高级检索  
     检索      


Customer complaints in restaurants: Do they differ by service stages and loyalty levels?
Authors:Young Namkung  SooCheong Jang  Soo Keun Choi
Institution:1. College of Hotel & Tourism Management, Kyung Hee University, 1 Hoeki-dong, Dongdaemon-ku, Seoul 130-701, Republic of Korea;2. Department of Hospitality and Tourism Management, Purdue University, 700 W. State Street, West Lafayette, IN 47907-2059, USA
Abstract:Complaints by dissatisfied customers provide managers with an opportunity to learn about problems and take appropriate corrective action to ensure that mistakes do not recur. The authors investigate whether restaurant consumers respond differently to service failures at different service stages and loyalty levels. A survey of 289 customers in the United States found that customers are likely to complain at any service stage following a service failure. Highly loyal customers showed a significantly higher willingness to complain than less loyal customers when a service failure occurs during the greeting/seating and order taking/delivery stages (service stages 1 and 2). Four consumer groups with distinct willingness to complain and levels of loyalty emerged from this study: “silent potential,” “pure complainer,” “silent supporter,” and “loyal voicers.” Among those groups, the silent supporter group (high affective loyalty and low propensity to complain) showed the highest behavioral intentions, whereas the pure complainer group (low affective loyalty and high propensity to complain) showed the lowest behavioral intentions.
Keywords:Service failure  Complaint  Service stage  Loyalty  Restaurant customers
本文献已被 ScienceDirect 等数据库收录!
设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号