The Effects of Hotel Service Justice on Customer Complaint Behavior and Badness Behavior
In recent years, there were research on customer complaint behavior and badness behavior in both management and marketing fields. However, there has been no empirical research yet. Thus, this study tests a model that uses service justice variable perceived by customer to explain one forms of complaint behavior and badness behavior,which is mediated by negative affectivity. And this thesis is the first systematic study, combining theoretical inference with empirical research on consumer complaint behavior and badness behavior. SPSS 15.0 and AMOS 7.0 are applied to analyze the survey. The results show that all justice sub dimensions had a significant effect on customer commitment. Negative affect and customer commitment which are proposed as mediating variable had a significant effect on customer complaint behavior and badness behavior. Implications of the results for the prediction and management of customer complaint behavior and badness behavior are discussed and future research directions are pointed.
customer complaint behavior customer badness behavior service justice negative feeling
Song Shaowei Liu Jingjing
Shandong Institute of Business and Technology, Yantai, 264005, China Shandong Business Institute, Yantai, 264670, China
国际会议
烟台
英文
914-918
2010-08-06（万方平台首次上网日期，不代表论文的发表时间）