Master of Science in Hotel Administration
Number of Pages
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.
Chinese; Consumer complaints; Hospitality industry; National characteristics
Gender, Race, Sexuality, and Ethnicity in Communication | Hospitality Administration and Management
University of Nevada, Las Vegas
Li, Meng, "Exploration of Chinese consumer complaint behavior in the hospitality industry" (2010). UNLV Theses, Dissertations, Professional Papers, and Capstones. 653.
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