DocumentCode
3173564
Title
Notice of Retraction
The impact of service failure on customer complaint of inter-cultural service encounters
Author
Shiqi Zhang ; Gongmin Bao
Author_Institution
Sch. of Manage., Zhejiang Univ., Hangzhou, China
fYear
2011
fDate
8-10 Aug. 2011
Firstpage
1685
Lastpage
1688
Abstract
Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
Despite the growing interest in cross-cultural research in the service encounters literature, little empirical research has been conducted on the effects of consumers´ perceived service failure of inter-cultural service encounters. This study was designed to close this gap by investigating cultural-based service failure in intercultural service encounters and explore the relation between service failure and customer complaint behavior in a context of Chinese hotels. The results of this empirical study suggest that service failure is composed of service process failure and service outcome failure. For foreign guests in Chinese hotels, service outcome failure can easily lead to customer complaint than service process failure. Furthermore, service process failure (responsibility and other guests´ inference) is positively related to customer voice response, and perceived service failure of foreigner guests produce a weakness effect on the third-party response of customer complaint.
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
Despite the growing interest in cross-cultural research in the service encounters literature, little empirical research has been conducted on the effects of consumers´ perceived service failure of inter-cultural service encounters. This study was designed to close this gap by investigating cultural-based service failure in intercultural service encounters and explore the relation between service failure and customer complaint behavior in a context of Chinese hotels. The results of this empirical study suggest that service failure is composed of service process failure and service outcome failure. For foreign guests in Chinese hotels, service outcome failure can easily lead to customer complaint than service process failure. Furthermore, service process failure (responsibility and other guests´ inference) is positively related to customer voice response, and perceived service failure of foreigner guests produce a weakness effect on the third-party response of customer complaint.
Keywords
consumer behaviour; cultural aspects; customer services; hotel industry; Chinese hotel; consumer perceived service failure; cross-cultural research; cultural-based service failure; customer complaint behavior; customer voice response; foreigner guest; intercultural service encounter; service outcome failure; service process failure; Context; Correlation; Cultural differences; Educational institutions; Face; Interviews; Privacy; customer complaining behavior; inter-cultural service encounters; service failure;
fLanguage
English
Publisher
ieee
Conference_Titel
Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC), 2011 2nd International Conference on
Conference_Location
Dengleng
Print_ISBN
978-1-4577-0535-9
Type
conf
DOI
10.1109/AIMSEC.2011.6010571
Filename
6010571
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