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.
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.
The framework offers a starting point for broadening the thinking on consumers' complaint handling processes.
Systematic empirical research is needed to test the integrative model.
This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.
Gyung Kim, M., Wang, C. and Mattila, A. (2010), "The relationship between consumer complaining behavior and service recovery", International Journal of Contemporary Hospitality Management, Vol. 22 No. 7, pp. 975-991. https://doi.org/10.1108/09596111011066635Download as .RIS
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