|Institution:||University of Nevada – Las Vegas|
|Degree:||MSin Hotel Administration|
|Keywords:||Chinese; Consumer complaints; Hospitality industry; National characteristics; Gender, Race, Sexuality, and Ethnicity in Communication; Hospitality Administration and Management|
|Full text PDF:||http://digitalscholarship.unlv.edu/thesesdissertations/653|
This paper will examine all the factors that would influence Chinese consumer complaint decision-making and choice of complaint response, particularly in the hospitality setting. In addition, it will also explain the most prevalent Chinese cultural values and analyze the potential impact of these values on the Chinese consumer complaint behavior in the hospitality industry. In other words, this paper will examine how consumer complaint behavior would vary under the Chinese cultural influence within the hospitality industry. In the end, the paper will propose a conceptual model of Chinese consumer complaint behavior in the hospitality industry. Such a model is to provide a comprehensive and visual picture to help people understand the relations among all the factors, Chinese cultural values, and Chinese consumers’ complaint decision-making and choice of complaint response.