The Relationship Between Consumer Complaining Behavior and Service Recovery: An Integrative Review

Document Type



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/Publisher Attribution

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.