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

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.

Citation

Gyung Kim, M., Wang, C. and Mattila, A.S. (2010), "The relationship between consumer complaining behavior and service recovery: An integrative review", International Journal of Contemporary Hospitality Management, Vol. 22 No. 7, pp. 975-991. https://doi.org/10.1108/09596111011066635