Citations (18)
Keep up to date with the latest research on this topic with citation updates for this article.
Read on this site (8)
Mario Cassar, Jirka Konietzny & Albert Caruana. (2023) Customer encounter satisfaction and narrative force: an investigation of user-generated content on TripAdvisor. Scandinavian Journal of Hospitality and Tourism 23:1, pages 51-72.
Read now
Read now
Petek Tosun, Selime Sezgin & Nimet Uray. (2022) Consumer complaining behavior in hospitality management. Journal of Hospitality Marketing & Management 31:2, pages 247-264.
Read now
Read now
Zhiyong Li, Chang Hua, Xiao Fu & Xinyi Liu. (2021) Beyond complainers: reclassifying customers of travel agency regarding post-failure behavior and loyalty performance. Asia Pacific Journal of Tourism Research 26:3, pages 329-346.
Read now
Read now
Takawira Munyaradzi Ndofirepi. (2020) Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research 23:6, pages 473-498.
Read now
Read now
Yoohee Hwang & Anna S. Mattila. (2020) The impact of customer compassion on face-to-face and online complaints. Journal of Hospitality Marketing & Management 29:7, pages 848-868.
Read now
Read now
Girish Prayag, Saman Hassibi & Robin Nunkoo. (2019) A systematic review of consumer satisfaction studies in hospitality journals: conceptual development, research approaches and future prospects. Journal of Hospitality Marketing & Management 28:1, pages 51-80.
Read now
Read now
Ruiying Cai & Christina Geng-Qing Chi. (2018) The impacts of complaint efforts on customer satisfaction and loyalty. The Service Industries Journal 38:15-16, pages 1095-1115.
Read now
Read now
Seyed Shahin Sharifi, Mauricio Palmeira, Junzhao Ma & Gerri Spassova. (2017) The Impact of Service Failure and Recovery on Target and Observing Customers: A Comparative Study. Journal of Hospitality Marketing & Management 26:8, pages 889-910.
Read now
Read now
Articles from other publishers (10)
Demi Shenrui Deng, Soobin Seo & Robert J. Harrington. (2023) Action and inaction regret in fine-dining decisions: the impact of the focal customer, sommelier and dining companion. International Journal of Contemporary Hospitality Management 35:12, pages 4238-4258.
Crossref
Crossref
Laura Pascual-Nebreda, Pablo Cabanelas & Alicia Blanco-González. (2022) Critical incidents and dissatisfaction in B2B relationships: an appraisal theory analysis. Journal of Business & Industrial Marketing 38:7, pages 1574-1586.
Crossref
Crossref
Xinyi Liu, Xiao Fu, Chang Hua & Zhiyong Li. (2021) Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19. Tourism Review 76:4, pages 962-983.
Crossref
Crossref
Karin Weber & Cathy H.C. Hsu. (2021) Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery. Tourism Management 83, pages 104204.
Crossref
Crossref
Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, Tugra Nazli Akarsu & Helal Uddin. (2020) A bibliometric investigation of service failure literature and a research agenda. European Journal of Marketing 54:10, pages 2575-2619.
Crossref
Crossref
Nathaniel Discepoli Line, Lydia Hanks & Tarik Dogru. (2020) A reconsideration of the EWOM construct in restaurant research: what are we really measuring?. International Journal of Contemporary Hospitality Management 32:11, pages 3479-3500.
Crossref
Crossref
Sungjun Joe & Choongbeom Choi. (2019) The effect of fellow customer on complaining behaviors: the moderating role of gender. International Journal of Contemporary Hospitality Management ahead-of-print:ahead-of-print.
Crossref
Crossref
Sheng-Hshiung Tsaur & Chang-Hua Yen. (2019) Service redundancy in fine dining: evidence from Taiwan. International Journal of Contemporary Hospitality Management 31:2, pages 830-854.
Crossref
Crossref
Ruiying (Raine) Cai, Lu Lu & Dogan Gursoy. (2018) Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective. Tourism Management 69, pages 330-344.
Crossref
Crossref
Hugues Séraphin, Marco Platania, Paul Spencer & Giuseppe Modica. (2018) Events and Tourism Development within a Local Community: The Case of Winchester (UK). Sustainability 10:10, pages 3728.
Crossref
Crossref