IDEAS home Printed from https://ideas.repec.org/a/ibn/ijmsjn/v9y2017i5p56-76.html
   My bibliography  Save this article

An Exploration of Consumer Complaint Behavior towards the Hotel Industry: Case Study in Macao

Author

Listed:
  • Grace Suk Ha Chan
  • Irini Lai Fun Tang
  • Aiko Hoi Kei Sou

Abstract

Macao has experienced positively exponential growth with the liberalization of the gaming industry in 2002. This profit-generating territory has attracted many international chain companies, such as Las Vegas Sands Corporation, Wynn Resorts Limited, MGM Resorts International, and Starwood Hotels and Resorts Worldwide, LLC, to establish their businesses in Macao. However, Macao is currently experiencing its worst downturn since 2002. Hotel operators should strive to continuously improving the services that they offer to survive the keen competitive environment. These operators should acquire feedback by encouraging and facilitating the complaint process to improve service quality and meet customer expectations. When customers encounter service failure, they engage in different coping strategies such as inertia, negative word-of-mouth, third party complaint, and voice (Kim, 2010). This study aims to explore the complaint behavior of customers toward the hotel industry in Macao. A qualitative approach is adopted with a sample of 30 respondents who have stayed in Macao hotels. Semi-structured questions are asked through in-depth interviews. The reasons for the complaints and complaint behavior of the customers have been identified, and recommendations are given based on the results of the analysis to provide insights for industry practitioners.

Suggested Citation

  • Grace Suk Ha Chan & Irini Lai Fun Tang & Aiko Hoi Kei Sou, 2017. "An Exploration of Consumer Complaint Behavior towards the Hotel Industry: Case Study in Macao," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 56-76, October.
    • Handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:5:p:56-76
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/70929/38744
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/70929
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    2. Jennifer Rowley, 2012. "Conducting research interviews," Management Research Review, Emerald Group Publishing Limited, vol. 35(3/4), pages 260-271, March.
    3. Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
    4. Richins, Marsha L, 1983. "An Analysis of Consumer Interaction Styles in the Marketplace," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(1), pages 73-82, June.
    5. Isabelle Prim-Allaz & Bernard Pras, 1999. "«Friendly» Complaining Behaviors: Toward A Relational Approach," Post-Print halshs-00470640, HAL.
    6. repec:dau:papers:123456789/4279 is not listed on IDEAS
    7. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Steven Kayambazinthu Msosa, 2021. "Service failure and complaints management in higher education institutions," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(3), pages 514-521, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nur’Hidayah Che Ahmat Author_Email: nurhidayahcheahmat@gmail.com & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-169, Conference Master Resources.
    2. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    3. Anna Kukla-Gryz & Joanna Tyrowicz & Michał Krawczyk, 2021. "Digital piracy and the perception of price fairness: evidence from a field experiment," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 45(1), pages 105-131, March.
    4. Ayoung Suh & Mengjun Li, 2021. "Digital Tracing during the COVID-19 Pandemic: User Appraisal, Emotion, and Continuance Intention," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
    5. Faullant, Rita & Matzler, Kurt & Mooradian, Todd A., 2011. "Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience," Tourism Management, Elsevier, vol. 32(6), pages 1423-1430.
    6. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
    7. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
    8. Sapna Choraria, 2013. "Exploring the Role of Negative Emotions on Customer’s Intention to Complain," Vision, , vol. 17(3), pages 201-211, September.
    9. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
    10. Jayasimha, K.R. & Srivastava, Himanshu S., 2017. "Consumer advocacy: Examining the feeling and doing following a failed service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 201-208.
    11. Romani, Simona & Grappi, Silvia & Dalli, Daniele, 2012. "Emotions that drive consumers away from brands: Measuring negative emotions toward brands and their behavioral effects," International Journal of Research in Marketing, Elsevier, vol. 29(1), pages 55-67.
    12. Marcel Zeelenberg & Rob M. A. Nelissen & Seger M. Breugelmans & Rik Pieters, 2008. "On emotion specificity in decision making: why feeling is for doing," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 3, pages 18-27, January.
    13. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
    14. Passos, Gisèle, 2013. "La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/11827 edited by Le Nagard, Emmanuelle.
    15. Nur’Hidayah Che Ahmat & Salleh Mohd Radzi & Mohd Salehuddin Mohd Zahari & Rosmaliza Muhammad & Azdel Abdul Aziz & Nor Azmi Ahmad, 2011. "The Effect Of Factors Influencing The Perception Of Price Fairness Towards Customer Response Behaviors," Journal of Global Management, Global Research Agency, vol. 2(1), pages 22-38, July.
    16. Sánchez-García, Isabel & Currás-Pérez, Rafael, 2011. "Effects of dissatisfaction in tourist services: The role of anger and regret," Tourism Management, Elsevier, vol. 32(6), pages 1397-1406.
    17. repec:cup:judgdm:v:3:y:2008:i::p:18-27 is not listed on IDEAS
    18. Kichan Nam & Jeff Baker & Norita Ahmad & Jahyun Goo, 2020. "Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)," Information Systems Frontiers, Springer, vol. 22(1), pages 113-130, February.
    19. Taghreed Abu-Salim & Okey Peter Onyia & Tina Harrison & Valerie Lindsay, 2017. "Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 173-186, December.
    20. Choi, Sungchul & Park, Sang-June & Qiu, Chun (Martin) & Stanyer, Mike, 2013. "The discount is unfair: Egocentric fairness in risky discounts," Journal of Economic Psychology, Elsevier, vol. 39(C), pages 32-43.
    21. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.

    More about this item

    Keywords

    customer; complaint behavior; hotel industry; Macao;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijmsjn:v:9:y:2017:i:5:p:56-76. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.