The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations

Norman Au; Chun Hung Roberts Law; D. Buhalis

doi:10.1007/978-3-211-99407-8_24

The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations

Norman Au, Chun Hung Roberts Law, D. Buhalis

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research

Abstract

Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel review websites for Hong Kong hotels, nine e-complaint categories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.

Original language	English
Title of host publication	Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010
Publisher	Springer
Pages	285-296
Number of pages	12
ISBN (Electronic)	9783211994078
ISBN (Print)	9783211994061
DOIs	https://doi.org/10.1007/978-3-211-99407-8_24
Publication status	Published - 2010
Event	International Conference on Information and Communication Technologies in Tourism - Duration: 1 Jan 2010 → …

Conference

Conference	International Conference on Information and Communication Technologies in Tourism
Period	1/01/10 → …

Keywords

Culture
Complaints
E-complaints
Mainland Chinese
Hong Kong
Hotels

More information

10.1007/978-3-211-99407-8_24

Cite this

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title = "The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations",

abstract = "Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel review websites for Hong Kong hotels, nine e-complaint categories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.",

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Au, N, Law, CHR & Buhalis, D 2010, The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations. in Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010. Springer, pp. 285-296, International Conference on Information and Communication Technologies in Tourism, 1/01/10. https://doi.org/10.1007/978-3-211-99407-8_24

The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations. / Au, Norman; Law, Chun Hung Roberts; Buhalis, D.
Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010. Springer, 2010. p. 285-296.

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research

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AU - Law, Chun Hung Roberts

AU - Buhalis, D.

PY - 2010

Y1 - 2010

N2 - Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel review websites for Hong Kong hotels, nine e-complaint categories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.

AB - Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel review websites for Hong Kong hotels, nine e-complaint categories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.

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KW - Hong Kong

KW - Hotels

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M3 - Conference article published in proceeding or book

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BT - Information and communication technologies in tourism 2010 : proceedings of the International Conference in Lugano, Switzerland, February 10-12, 2010

PB - Springer

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ER -

The impact of culture on eComplaints : evidence from Chinese consumers in hospitality organisations

Abstract

Conference

Keywords

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