(Joy) Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International Journal of Contemporary Hospitality Management 26 (2014) 4, pp. 544-571
Purpose – The study aims to investigate the illegitimate customer complaining behavior (ICCB) in the hospitality industry from the perspective of frontline employees. In particular, this study identified ICCB incidents, ICCB triggering factors and inhibitors in the hospitality industry....