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

We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.

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Online complaining behavior: Does cultural background and hotel class matter?

Journal of Hospitality and Tourism Management ◽

10.1016/j.jhtm.2020.02.004 ◽

2020 ◽

Vol 43 ◽

pp. 80-90 ◽

Cited By ~ 3

Author(s):

Raksmey Sann ◽

Pei-Chun Lai ◽

Shu-Yi Liaw

Keyword(s):

Cultural Background ◽

Complaining Behavior ◽

Online Complaining

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Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

Sustainability ◽

10.3390/su12051838 ◽

2020 ◽

Vol 12 (5) ◽

pp. 1838 ◽

Cited By ~ 2

Author(s):

Raksmey Sann ◽

Pei-Chun Lai ◽

Hui-Chen Chang

Keyword(s):

Content Analysis ◽

Word Frequency ◽

Frequency Analysis ◽

Qualitative Content Analysis ◽

Future Studies ◽

Complaining Behavior ◽

Hotel Service ◽

Managerial Implications ◽

Online Complaining ◽

Culture Of Origin

The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.

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