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

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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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Official URL: https://uwlpress.uwl.ac.uk/newvistas/article/id/85...

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
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:	Publisher
Depositing User:	Sherine Kwok
Date Deposited:	02 Nov 2019 23:38
Last Modified:	04 Nov 2024 11:51
URI:	https://repository.uwl.ac.uk/id/eprint/6500