Purpose – The current research aims to explore the possible effects of attitude towards complaining (ATC) on intention to remain loyal to hotels and to compare Chinese and American ATC in this perspective. Design/methodology/approach – The sample of the study consisted of Chinese and...

Purpose – The purpose of this paper is to develop an integrated model to comprehensively understand the determinants of customers' intention to complain to firms and their effects on complaint intentions. Design/methodology/approach – The research adopted a systematic sampling method and...