Can’t complain? Factors influencing dissatisfied customers’ non-complaining behaviour

Kwok, Shiling (2019) Can’t complain? Factors influencing dissatisfied customers’ non-complaining behaviour. New Vistas, 5 (2). pp. 4-7. ISSN 2056-9688

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Abstract

Customers do not necessarily express their dissatisfaction through complaints. Consequently, their grievances might never be heard. Past research has focused on the factors of complaining rather than non-complaining. Therefore, this study explores the non-complaining beliefs, intentions and behaviours of dissatisfied customers and breaks these down into five key factors.

Item Type: Article
Uncontrolled Keywords: Hospitality, dissatisfied customers, non-complaining beliefs, behaviour, systematic literature review
Subjects: Hospitality and tourism > Hospitality
Hospitality and tourism > Hospitality > Hotel management
Hospitality and tourism > Hospitality > Restaurant management
Hospitality and tourism
Related URLs:
Depositing User: Sherine Kwok
Date Deposited: 02 Nov 2019 23:38
Last Modified: 19 Nov 2019 13:30
URI: http://repository.uwl.ac.uk/id/eprint/6500

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