Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers

Norman Au; Dimitrios Buhalis; Chun Hung Roberts Law

doi:10.1080/15256480.2014.925722

Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers

Norman Au, Dimitrios Buhalis, Chun Hung Roberts Law

Research output: Journal article publication › Journal article › Academic research › peer-review

69 Citations (Scopus)

Abstract

Examining hotel customer feedback is vital for effective service recovery and improvement. The main objective of this study is to analyze online complaints about hotels in Mainland China and to examine the relationship between culture and other factors that affect the intention to complain online. Content analysis was performed for 822 complaints about hotels in major Chinese cities drawn from TripAdvisor and Ctrip. Complaints made by Chinese and non-Chinese customers were compared and 11 major complaint categories were identified. A two-way contingency table analysis demonstrated that traveler age, hotel price, and travel partner significantly influenced the online complaints made.

Original language	English
Pages (from-to)	248-274
Number of pages	27
Journal	International Journal of Hospitality and Tourism Administration
Volume	15
Issue number	3
DOIs	https://doi.org/10.1080/15256480.2014.925722
Publication status	Published - 1 Jan 2014

Keywords

complaints
e-complaints
hotel
mainland China
online

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management

More information

10.1080/15256480.2014.925722

Cite this

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Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers. / Au, Norman; Buhalis, Dimitrios; Law, Chun Hung Roberts.
In: International Journal of Hospitality and Tourism Administration, Vol. 15, No. 3, 01.01.2014, p. 248-274.

Research output: Journal article publication › Journal article › Academic research › peer-review

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Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers

Abstract

Keywords

ASJC Scopus subject areas

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