A Study of Complaint Behaviour Intentions of Airline Passengers

Q4 Business, Management and Accounting

International Journal of Hospitality and Tourism Systems Pub Date : 2015-12-01 DOI:10.21863/IJHTS/2015.8.2.012

D. R. Gupta, Poonam Sharma

引用次数: 3

Abstract

Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioural intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passenger's complaint behaviour intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.

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航空旅客投诉行为意向研究

由于航空业是一个主要的服务行业，服务提供者和服务寻求者之间的互动占主导地位，这增加了服务交付过程中每一步服务失败的机会。服务故障在核心服务交付系统中是不可避免的，消费者投诉是识别组织服务故障的关键。投诉人的行为意图可以是公开的、私人的和第三方的(Singh, 1988)。本研究旨在探讨航空旅客的投诉行为意向。本研究亦探讨人口统计变量对消费者投诉意向的影响。描述性统计和t检验的结果表明，投诉者以发声行为为主，投诉者和非投诉者的发声意图、私人意图和第三方意图均无显著差异。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality and Tourism Systems Business, Management and Accounting-Tourism, Leisure and Hospitality Management

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： International Journal of Hospitality and Tourism Systems is a refereed international journal dedicated to promoting excellence in teaching and stimulating research in hospitality and tourism internationally. An exciting and challenging international forum, the journal reflects current happenings and trends in the hospitality industry. The journal will facilitate this need by providing essential and intelligent information about worldwide hospitality and tourism issues, practices, challenges and solutions both practically as well as theoretically. An eminent International editorial Board comprising leading experts in the field of hospitality and tourism from hospitality educational institutes guides “Hospitality and Tourism Systems”. The journal has six sections- main research papers, research report, case studies, Industry Viewpoints, Forthcoming Events & conference reports and book review. Hospitality and Tourism Systems is published annually in the month of June. The chief –in- editor welcomes the submission of suitable material for publication and will be pleased to discuss proposals for papers. The international Journal of Hospitality and Tourism Systems publishes refereed articles/papers on best practices of tourism and hospitality management and education, applied research studies, and critical reviews on major issues affecting the tourism and hospitality industry. The journal’s scope includes: Hotel operations and management Tourism management Visitor management Public sector approaches to hospitality and tourism development Restaurant & beverage management Tour operation and management Leisure management Marketing management Accounting and finance in hospitality Human resource management Case studies in hospitality Information technology Strategic alliances and networking Event management.