TY  - JOUR
AB  - 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.
VL  - 22
IS  - 7
SN  - 0959-6119
DO  - 10.1108/09596111011066635
UR  - https://doi.org/10.1108/09596111011066635
AU  - Gyung Kim Min
AU  - Wang Chenya
AU  - Mattila Anna S.
ED  - Seyhmus Baloglu
ED  - Mehmet Erdem
ED  - Pearl Brewer
ED  - Karl Mayer
PY  - 2010
Y1  - 2010/01/01
TI  - The relationship between consumer complaining behavior and service recovery: An integrative review
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Group Publishing Limited
SP  - 975
EP  - 991
Y2  - 2024/04/19
ER  -