Consequences of customer dissatisfaction : focusing on upscale hotel customers' attitude toward a hotel

Heo, Cindy Yoonyoung (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Kim, Bona (The Hong Kong Polytechnic University, Hong Kong) ; Kim, Seongseop (The Hong Kong Polytechnic University, Hong Kong)

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.


Keywords:
Conference Type:
full paper
Faculty:
Economie et Services
School:
EHL
Subject(s):
Economie/gestion
Publisher:
Sejong, Korea, 20-22 May 2015
Date:
Sejong, Korea
20-22 May 2015
2015
Pagination:
13 p.
Published in
Proceedings of the World Conference on Hospitality, Tourism, and Event Research (WHTER) conference 2015
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2015-10-29, last modified 2018-12-20

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