Consequences of customer dissatisfaction in upscale and budget hotels : focusing on dissatisfied customers’ attitude toward a hotel

Kim, Bona (Mount Saint Vincent University, Halifax, Nova Scotia, Canada) ; Kim, Seongseop (Sam) (Hong Kong Polytechnic University, Kowtoon, Hong Kong) ; Heo, Cindy Yoonjoung (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

It is important to understand customer dissatisfaction in order to maintain a sustainable business, given that the negative effects of customer dissatisfaction in service businesses may be even greater than the positive effects of satisfaction. This study investigates customer dissatisfaction and its consequences by focusing on the mediating role of attitude toward a hotel according to different hotel classes related to customer expectation level. The results show a mediating role for attitude in the relationship between customer dissatisfaction and specific negative behavioral intentions. This study broadens our knowledge of customer dissatisfaction and the role of attitude toward a hotel in the relevant literature. The empirical findings demonstrate that regardless of hotel type, customer dissatisfaction significantly affects their attitude and their consequent negative behavioral intention.


Mots-clés:
Type d'article:
scientifique
Faculté:
Economie et Services
Ecole:
EHL
Institut:
Aucun institut
Date:
2019-01
Pagination:
32 p.
Veröffentlicht in:
International journal of hospitality & tourism administration
Numérotation (vol. no.):
2019, vol. 20, no. 1, pp. 15-46
DOI:
ISSN:
1525-6480
Le document apparaît dans:

Note: The file is under embargo until: 2020-06-01


 Datensatz erzeugt am 2019-07-01, letzte Änderung am 2019-10-02

Volltext:
Volltext herunterladen
PDF

Dieses Dokument bewerten:

Rate this document:
1
2
3
 
(Bisher nicht rezensiert)