AbstractsMedical & Health Science

Exploration of Chinese consumer complaint behavior in the hospitality industry

by Meng Li




Institution: University of Nevada – Las Vegas
Department: Hotel Administration
Degree: MSin Hotel Administration
Year: 2010
Keywords: Chinese; Consumer complaints; Hospitality industry; National characteristics; Gender, Race, Sexuality, and Ethnicity in Communication; Hospitality Administration and Management
Record ID: 1875458
Full text PDF: http://digitalscholarship.unlv.edu/thesesdissertations/653


Abstract

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.