Award Date

1-1-1996

Degree Type

Thesis

Degree Name

Master of Science (MS)

Department

Hotel Administration

Number of Pages

156

Abstract

The purpose of this study is threefold. First, this study intends to determine the factors which affect whether or not customers complain to management when they had problems at a casual table service restaurant. Second, this study seeks to determine the factors which affect the likelihood of returning to the restaurant for customers who complained to management about their problems. Third, this study examines the factors which affect the extent of negative word-of-mouth engaged by customers who complained to management; This study confirms the importance of complaint management in restaurant business. It further suggests how restaurant managers utilize their resources to resolve customers' problems and thereby enhancing customer satisfaction. Thus, management may build a long-term relationship with customers and retain loyal customers.

Keywords

Behavior; Customers; Intention; Mouth; Negative Restaurant; Revisit; Word

Controlled Subject

Marketing; Commerce; Management

File Format

pdf

File Size

3840 KB

Degree Grantor

University of Nevada, Las Vegas

Language

English

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Rights

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