Complaining Behavior Research Articles

Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews

Purpose: This study aims to enrich the published literature on hospitality and tourism by applying big data analytics and data mining algorithms to predict travelers’ online complaint attributions to significantly different hotel classes (i.e., higher star-rating and lower star-rating). Design/methodology/approach: First, 1992 valid online complaints were manually obtained from over 350 hotels located in the UK. The textual data were converted into structured data by utilizing content analysis. Ten complaint attributes and 52 items were identified. Second, a two-step analysis approach was applied via data-mining algorithms. For this study, sensitivity analysis was conducted to identify the most important online complaint attributes, then decision tree models (i.e., the CHAID algorithm) were implemented to discover potential relationships that might exist between complaint attributes in the online complaining behavior of guests from different hotel classes. Findings: Sensitivity analysis revealed that Hotel Size is the most important online complaint attribute, while Service Encounter and Room Space emerged as the second and third most important factors in each of the four decision tree models. The CHAID analysis findings also revealed that guests at higher-star-rating hotels are most likely to leave online complaints about (i) Service Encounter, when staying at large hotels; (ii) Value for Money and Service Encounter, when staying at medium-sized hotels; (iii) Room Space and Service Encounter, when staying at small hotels. Additionally, the guests of lower-star-rating hotels are most likely to write online complaints about Cleanliness, but not Value for Money, Room Space, or Service Encounter, and to stay at small hotels. Practical implications: By utilizing new data-mining algorithms, more profound findings can be discovered and utilized to reinforce the strengths of hotel operations to meet the expectations and needs of their target guests. Originality/value: The study’s main contribution lies in the utilization of data-mining algorithms to predict online complaining behavior between different classes of hotel guests.

Consumer Complaining Behavior: a Paradigmatic Review

Consumer complaining behavior (CCB) is an important stream of research and practice, as it links the domains of service failure and service recovery. CCB research, although extensive and temporally wide, exhibits a lack of concern for the underlying assumptions of scholarly inquiry. Researchers neither explicitly mention, nor consciously indicate their ontological, epistemological, and methodological assumptions. We systematically identify the extant CCB literature and map it to two well-accepted paradigmatic classifications (Burrell and Morgan 1979; Deetz Organization Science 7(2): 191–207, 1996). Normative or functionalist paradigm with the assumptions of an objective external reality, a positivist epistemology, a determinist view of human nature, and nomothetic methodology emerges as the dominant CCB research paradigm. The implications of this dominance are discussed as a barometer of the future of CCB research and practice.

Inpatient Complaining Behaviour: A Study on the Overt and Covert Behaviour of Inpatients in Indian Hospitals

Inpatient Complaining Behaviour: A Study on the Overt and Covert Behaviour of Inpatients in Indian Hospitals

Research on the impact of perceived service fairness and price fairness on the complaining behaviour of restaurant customers

Purpose -The aim of research is to determine perceptions of service fairness and price fairness of restaurant customers; to measure how perceptions of service fairness and price fairness affect their complaining behaviour. Methodology - A structured questionnaire technique was used as data collection method. A total of 410 useable questionnaires were collected from customers of 40 restaurants in Karadeniz Eregli. The data collected was analysed using the factor analysis, regression and correlation analysis. Findings- There is moderate positive correlation between perceived service fairness and perceived price fairness in restaurant customers in Karadeniz Eregli. A moderate negative correlation between perceived service fairness and complaining behavior was found. A low negative correlation between perceived price fairness and complaining behavior was found. Conclusion- The study provides practical implications that provides restaurants decreasing their customers’ complaining behaviour and new insight on the relationship between perceived service fairness and perceived price fairness of restaurant customers.

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.

Whose Voice Do We Hear in the Marketplace? Evidence from Consumer Complaining Behavior

Victims from heavily minority areas complain to the government much less than those from nonminority areas, relative to their degree of victimization.

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

<p class="ql-align-justify">This paper aims to examine how frontline employees in individualistic cultures such as the United States can better understand and respond to the complaining behaviors of restaurant consumers from collective cultures such as those from Asian countries. Previous studies suggest that customers from collectivist cultures often prefer not to complain directly and openly about service failures. They may offer indirect hints and information to their families and friends about their experiences. It is possible that frontline employees from individualistic cultures may not fully understand the complaining behaviors of restaurant customers from collectivist cultures. This may result in loss of business, customers’ disloyalty and negative publicity about the business. Based on a review of previous research studies in this area, this study offers specific recommendations for practice and future research.&nbsp;

금융소비자 공적불만호소행동과 피해구제에 관한 연구- 금융분쟁조정위원회 피해구제 사례분석 -

금융소비자 공적불만호소행동과 피해구제에 관한 연구- 금융분쟁조정위원회 피해구제 사례분석 -

The Effect of Negative Expectancy Disconfirmation of Restaurant Customers on Complaining Behavior and Switching Intention: Comparative Study in Korea and Japan

The Effect of Negative Expectancy Disconfirmation of Restaurant Customers on Complaining Behavior and Switching Intention: Comparative Study in Korea and Japan

Electronic Information Systems Usage by the Consumers' of Agro-Food Products for Expressing Complaints

In this article, consumer dissatisfaction of agro-food products is studied. Specifically, the main reasons for triggering dissatisfaction are identified and ranked. Additionally, the factors that affect consumer's complaining behavior is also studied and the level of complaining adoption are investigated. Moreover, consumer's future intention to complain traditionally or electronically is depicted. Here, an important difference has been detected. The future intention will be stronger and by electronic means. The study has identified that the electronic information systems, although not popular for the time being in the area of agro-food products, have a great possibility to be used in the future due to the intention of the consumers to intensify their complaining behavior as an easy way to achieve strengthening of the effects of their complaints.

배달앱 불만족 및 불평 관련 변수에 따른 불평행동에 관한 연구 : 불평 성공가능성의 조절효과를 중심으로

배달앱 불만족 및 불평 관련 변수에 따른 불평행동에 관한 연구 : 불평 성공가능성의 조절효과를 중심으로

고객 불평 행동이 기업의 성과에 미치는 부정적인 영향과 그에 대한 CSR의 조절효과에 관한 동태적 패널 분석

이 연구의 목적은 고객의 불평행동이 기업의 재무 성과에 미치는 부정적인 영향과 그 부정적인 영향을 기업의 사회적 책임활동 (CSR)이 경감시킬 수 있는가의 문제를 밝히는 것에 있다. 이를 위하여 49개의 금융회사의 데이터를 기반으로 하였으며 고객의 불평행동은 금융감독원에 보고된 민원요청 건수로 측정하였고 사회적 책임활동은 기업의 기부금액으로 측정하였으며 기업의 재무성과는 ROI로 측정하였다. 이렇게 수집된 데이터를 기업이 가지고 있는 고유한 특성을 모형에 반영할 수 있는 동태적 패널 모형 분석을 사용하여 분석하였다. 그 결과에 의하면 고객의 불평행동은 기업의 재무성과와 부정적인 관계에 있었으며 사회적 책임활동이 그 부정적인 영향을 상당 부분 감소시켜 주는 것으로 나타났다.

Political Ideology and Consumer Research beyond Complaining Behavior: A Response to the Commentaries

Abstract Two commentaries on our article offer interesting and useful paths for pushing forward the research stream we have developed. Jost, Langer, and Singh suggest delving more deeply into underlying psychological motives while extending our finding to consumer boycotting behavior, and Crockett and Pendarvis suggest broadening the scope to consider the sociocultural context in which complaining occurs. We discuss these two complementary approaches. Building on these ideas, we offer five research themes we believe are fruitful avenues for exploring the interface between consumer research and political ideology. As an illustration of one of these themes, we use three county-level datasets to explore whether and how political ideology and social vulnerability combine to influence a number of prosocial behaviors.

The Effect of Trust and Authenticity on a Consumer’s Complaining Behavior and Repurchase Intention in a Discount Department Store

The Effect of Trust and Authenticity on a Consumer’s Complaining Behavior and Repurchase Intention in a Discount Department Store

방한 중국 단체여행객 불평행동에 관한 질적 연구

방한 중국 단체여행객 불평행동에 관한 질적 연구

Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

This study explored frontline employees’ perceptions of and responses to illegitimate customer complaining behavior (ICCB) in hospitality business settings. In-depth interviews were conducted with frontline employees who had firsthand experiences with ICCB. Analysis of data revealed three types of illegitimate complainants as perceived by frontline employees: opportunistic plotters, repetitive grumblers, and occasional tyrants. In addition, some unique patterns of employees’ responses to ICCB were identified, including the double-whammy effect of ICCB on employees’ evaluative and emotional responses, emotional paradox, learned helplessness, and process-focused coping. Based on the results, this study developed a conceptual framework with four propositions related to frontline employees’ responses to ICCB. The theoretical and managerial implications of the findings were also discussed.

The influence of consumer complaint behaviour on relationship quality among Malaysian mobile phone services subscribers: complainers versus non-complainers

Mobile phone service subscribers in Malaysia have been increasing tremendously. However, the number of complaints received with regard to mobile phone services is small as compared to the number of subscribers. Evidently complaining is one of the consumer behaviours which provides significant impact to organisations as well as to complainers or consumers. Studies on Consumer Complaining Behaviour (CCB) are continuously carried out due to its importance. Although, CCB has extensively been studied in various countries and industries, limited studies are found investigating the relationship between CCB and relationship quality. Therefore, this study was conducted to reduce the existing research gap by concentrating on the Malaysian mobile phone services industry. A total of 550 of mobile phone users consisting of complainers and non-complainers from two selected states in Malaysia were selected as respondents. Using Structural Equation Modelling (SEM) to analyze the data, the GOF, AVE, CR and convergent validity values confirmed the measurement model of the CCB dimensions which consist of public complaint soft action, public complaint extreme action, private complaint soft action and private complaint extreme action for complainers and non-complainers, respectively. The structural model revealed mixed results of the relationships between the exogenous and endogenous variables. The results provide the indicator of the relationship quality between service providers and consumers. As the mobile phone services industry involves a huge number of Malaysian population this issue should become the focal point to the parties concerned in protecting the consumers.

A Measure of Consumer Complaining Behaviour in Service Industry

Consumer complaints are reflection of mistakes committed by the service provider. These help to show a mirror to the organization indicating the reality of the situation, which can be used to handle displeased customers. Service providers these days are focusing on providing easy and varied ways, through which people can represent their problems. It is imperative to keep hold of existing customers, considering the cost of acquiring new customers and competitiveness in the market. This study aims to check the reliability and validity of the construct of consumer complaining behaviour (CCB), from the perspective of the Indian service industry, especially banking, telecom and insurance. A total of eight factors, namely, redress-seeking complaint, friendly complaint, opportunism, third-party complaint, word-of-mouth complaint, switching, loyalty complaint and neglect, have been taken to develop scales in order to collect data from 180 customers by using the critical incident technique (CIT). Various tools of reliability and validity were applied on the collected data. Results revealed an adequate fit of the theoretical model proposed, by satisfying all the criteria of reliability and validity (content, convergent and discriminant). This construct can be used by marketers and researchers to understand various consumer dissatisfaction responses given in different industries. This paper is first of its kind, which has taken all the factors together and validated the construct in the Indian context.

Treat Us Fairly and We Won’t Complain: Multilevel Effects of Procedural Justice on Complaining Behavior in Team Meetings

One reason for ineffective meetings is complaining behavior. Complaining statements emphasize negative aspects which cannot be changed and often portraying the team as a victim. Whereas several studies have highlighted the detrimental consequences of complaining, less is known about the antecedents of this counterproductive behavior during team interactions. This study addresses this research gap by providing starting points for managing complaining behavior in meetings. Through the lens of social exchange theory, we argue how individual justice perceptions and team-level justice climate create a social context for more or less complaining during meetings. Furthermore, we explore how team members’ satisfaction with their supervisor mediates the relationship between procedural justice and complaining. 305 employees nested in 54 teams completed a survey concerning their justice perceptions and supervisor satisfaction. Moreover, we videotaped regular meetings of these teams and used an independent observer approach to code actual occurrences of complaining behavior. Multilevel results show that team-level procedural justice climate—but not individual justice perceptions—inhibits complaining behavior in meetings. Team-level supervisor satisfaction mediated the relationship between procedural justice climate and complaining. We discuss research implications for understanding and preventing specific counterproductive work behaviors in the team context and practical implications for managing effective meetings.

The role of meta-perceptions in customer complaining behavior

Purpose – This study aims to demonstrate that meta-perceptions play a contributing role in customers’ direct complaint intention. Design/methodology/approach – In an exploratory study, we identified different types of meta-perceptions. In a scenario-based experiment, we tested the interaction effect of service failure attribution and the perceived service failure severity on meta-perceptions and direct complaint intention. Findings – After experiencing service failure, customers amplify both positive and negative meta-perceptions. Depending on how customers attribute the service failure and perceive the magnitude of service failure, they evaluate these meta-perceptions differently which then determine their subsequent actions. Research limitations/implications – The use of hypothetical scenarios may not capture the richness of an actual service encounter. The study is limited to two service failure contexts: cable TV connection and restaurant booking. Practical implications – Service managers should design marketing strategies that can elevate customers’ positive social image associated with voicing complaints. Originality/value – This study offers a new explanation, in that some customers do not engage in direct complaining behavior owing to meta-perceptions that they develop during service failure.