Ngai, Eric W.T.; Heung, Vincent C.S.; Wong, Y.H.; Chan, … - In: European Journal of Marketing 41 (2007) 11/12, pp. 1375-1391
Purpose – This paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender and education level) and complaint behaviour....