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Exploration of Customer Complaint Behavior toward Asian Full-Service Restaurants

Author

Listed:
  • Grace Suk Ha Chan
  • Anna Chun-Hsuan Hsiao
  • Ada Lai Yung Lee

Abstract

The first law of service productivity and quality in restaurants is doing it right the first time. In today¡¯s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.

Suggested Citation

  • Grace Suk Ha Chan & Anna Chun-Hsuan Hsiao & Ada Lai Yung Lee, 2016. "Exploration of Customer Complaint Behavior toward Asian Full-Service Restaurants," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(2), pages 46-58, April.
    • Handle: RePEc:ibn:ijmsjn:v:8:y:2016:i:2:p:46-58
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    References listed on IDEAS

    as
    1. Hui, Michael K. & Au, Kevin, 2001. "Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers," Journal of Business Research, Elsevier, vol. 52(2), pages 161-173, May.
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    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.

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    More about this item

    Keywords

    Asian full-service restaurant; customers; complaint behavior; Hong Kong;
    All these keywords.

    JEL classification:

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

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