This study examines the consequences of customer dissatisfaction in upscale hotel. In particular, it is to investigate whether attitude toward a hotel mediates the relationship between customer dissatisfaction and three negative behavioral intention, such as switching service provider, spreading negative word-of-mouth, and complaining.
Title
Consequences of customer dissatisfaction : focusing on upscale hotel customers' attitude toward a hotel
Date
2015-05
Published in
Proceedings of the World Conference on Hospitality, Tourism, and Event Research (WHTER) conference 2015
Publisher
Sejong, Korea, 20-22 May 2015
Pagination
13 p.
Presented at
the World Conference on Hospitality, Tourism, and Event Research (WHTER) conference, Hong Kong, China, 20/05/2015 / 22/05/2015
Paper type
full paper
Faculty
Economie et Services
School
EHL