Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Min Gyung Kim; Chung Hun Lee; Anna S. Mattila
| Year of publication: |
2014
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|---|---|
| Authors: | Kim, Kyungmin ; Lee, Chung Hun ; Mattila, Anna S. |
| Published in: |
Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 23.2014, 7/8, p. 885-906
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| Subject: | customer complaint behavior | culture | price level | customer loyalty | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Gastronomie | Restaurant industry | Dienstleistungsqualität | Service quality | Preisniveau | Price level | Kundenzufriedenheit | Customer satisfaction | Kundenbindung | Customer retention |