Customer opportunistic complaints management: A critical incident approach
Abbreviated Journal Title
Int. J. Hosp. Manag.
Opportunistic complaint; Complaining behavior; Unethical consumer; behavior; Critical incident technique; SERVICE ENCOUNTERS; BEHAVIOR; CONSUMERS; SATISFACTION; EMPOWERMENT; DISPOSITION; FAILURE; LOYALTY; PEOPLE; MODEL; Hospitality, Leisure, Sport & Tourism
Although customer complaints are valued in the hospitality industry in order to create service recovery opportunities and improve service quality, there are occasions when customers knowingly and incorrectly report service failures or make illegitimate complaints. The purpose of this study is to investigate how service employees handle opportunistic customer complaints in service encounters. By using the critical incident technique, we classify 346 incidents from hotel and restaurant services based on complaint source, evidence, compensation, handling, follow-up, and customer return. Managerial implications for these challenging situations are discussed and suggestions are made for improvement. (C) 2011 Elsevier Ltd. All rights reserved.
International Journal of Hospitality Management
"Customer opportunistic complaints management: A critical incident approach" (2012). Faculty Bibliography 2010s. 3201.