Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel

Bona Kim, Seong Seop Kim, Cindy Yoonjoung Heo

Research output: Journal article publicationJournal articleAcademic researchpeer-review

13 Citations (Scopus)


This study investigates customer dissatisfaction and its consequences by focusing on the mediating role of attitude toward a hotel according to different hotel classes related to customer expectation level. The results show a mediating role for attitude in the relationship between customer dissatisfaction and specific negative behavioral intentions. This study broadens our knowledge of customer dissatisfaction and the role of attitude toward a hotel in the relevant literature. The empirical findings demonstrate that regardless of hotel type, customer dissatisfaction significantly affects their attitude and their consequent negative behavioral intention.
Original languageEnglish
Pages (from-to)15-46
Number of pages32
JournalInternational Journal of Hospitality and Tourism Administration
Issue number1
Publication statusPublished - 1 Feb 2019


  • Attitude toward a hotel
  • complaining behavior
  • customer dissatisfaction
  • negative word-of-mouth
  • switching behavior
  • upscale and budget hotels

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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