+ Site Statistics
+ Search Articles
+ PDF Full Text Service
How our service works
Request PDF Full Text
+ Follow Us
Follow on Facebook
Follow on Twitter
Follow on LinkedIn
+ Subscribe to Site Feeds
Most Shared
PDF Full Text
+ Translate
+ Recently Requested

A cross-cultural comparison of customer complaint behavior in restaurants in hotels



A cross-cultural comparison of customer complaint behavior in restaurants in hotels



Asia Pacific Journal of Tourism Research 10(2): 173-190



This study documented consumer complaint behaviour in hotel restaurants in two diverse cosmopolitan cities: Hong Kong (China), and Houston (Texas, USA). A total of 323 responses were gathered: 199 from Hong Kong and 124 from Houston. It was found that in the area of food and beverage attributes, the Hong Kong group rated tastiness, temperature and freshness less important to make a complaint than the Houston group.

Please choose payment method:






(PDF emailed within 0-6 h: $19.90)

Accession: 004016366

Download citation: RISBibTeXText

DOI: 10.1080/10941660500135969


Related references

Recognizing customer complaint behavior: the case of Hong Kong hotel restaurants. Journal of Travel and Tourism Marketing 14(1): 69-86, 2003

Relationship between customer complaint behavior and demographic characteristics: a study of hotel restaurants' patrons. Asia Pacific Journal of Tourism Research 10(3): 289-307, 2005

Third Tripartite Technical Meeting for hotels, restaurants and similar establishments. Social problems and employment in hotels, restaurants and similar establishments in developing countries. Third Tripartite Technical Meeting for hotels, restaurants and similar establishments Social problems and employment in hotels, restaurants and similar establishments in developing countries: 107, 1983

Third Tripartite Technical Meeting for hotels, restaurants and similar establishments. The adaption of the training of managerial technological changes in hotels, restaurants and similar establishments. Third Tripartite Technical Meeting for hotels, restaurants and similar establishments The adaption of the training of managerial technological changes in hotels, restaurants and similar establishments: 93, 1983

The Michelin-Starred Restaurant Sector as a Cultural Industry: A Cross-National Comparison of Restaurants in the UK and Germany. Food Culture and Society An International Journal of Multidisciplinary Research 13(4): 493-519, 2010

An examination of the relationship between employee behavior/non-behavior and customer satisfaction in quick service restaurants. Journal of Foodservice Business Research 5(3): 51-68, 2002

Restaurant customer complaint behavior. Journal of Restaurant and Foodservice Marketing 4(2): 35-65, 2000

Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison. International journal of consumer studies 31(6): 554-564, 2007

Testing the sufficiency of the theory of planned behavior: a case of customer dissatisfaction responses in restaurants. International Journal of Hospitality Management 24(4): 475-492, 2005

Servant Leadership and Customer Service Quality at Korean Hotels: Multilevel Organizational Citizenship Behavior as a Mediator. Social Behavior and Personality An International Journal 43(8): 1287-1298, 2015

The effects of customer expectations & satisfaction on customer loyalty in restaurants. Korean Journal of Community Nutrition 5(2): 225-235, 2000

Changes in energy content of lunchtime purchases from fast food restaurants after introduction of calorie labelling: cross sectional customer surveys. Yearbook of Pediatrics 2013: 483-485, 2013

Changes in energy content of lunchtime purchases from fast food restaurants after introduction of calorie labelling: cross sectional customer surveys. Bmj 343: D4464, 2011

Cross-cultural comparison of college students exercise behavior using the Transtheoretical Model of behavior change. Medicine & Science in Sports & Exercise 34(5 Suppl.): S167, 2002

A cross-cultural comparison of behavior disturbance and suicidal behavior among psychiatrically hospitalized adolescents In Israel and the United States. Child Psychiatry & Human Development. 28(2): 89-102, Winter, 1997