The Relationship Between Consumer Complaining Behavior and Service Recovery: An Integrative Review
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.
Kim, M. G., Wang, C., & Mattila, A. S. (2010). The relationship between consumer complaining behavior and service recovery: an integrative review, International Journal of Contemporary Hospitality Management, 22(7), 975-991.
Kim, Min Gyung; Wang, Chenya; and Mattila, Anna S., "The Relationship Between Consumer Complaining Behavior and Service Recovery: An Integrative Review" (2010). Hospitality and Tourism. Paper 3.