Theoretical Article


DOI :10.26650/jot.2019.5.1.0004   IUP :10.26650/jot.2019.5.1.0004    Full Text (PDF)

Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures

Bendegul Okumus

This paper aims to examine how frontline employees in individualistic cultures such as the United States can better understand and respond to the complaining behaviors of restaurant consumers from collective cultures such as those from Asian countries. Previous studies suggest that customers from collectivist cultures often prefer not to complain directly and openly about service failures. They may offer indirect hints and information to their families and friends about their experiences. It is possible that frontline employees from individualistic cultures may not fully understand the complaining behaviors of restaurant customers from collectivist cultures. This may result in loss of business, customers’ disloyalty and negative publicity about the business. Based on a review of previous research studies in this area, this study offers specific recommendations for practice and future research. 


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APA

Okumus, B. (2019). Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology, 5(1), 1-16. https://doi.org/10.26650/jot.2019.5.1.0004


AMA

Okumus B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology. 2019;5(1):1-16. https://doi.org/10.26650/jot.2019.5.1.0004


ABNT

Okumus, B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology, [Publisher Location], v. 5, n. 1, p. 1-16, 2019.


Chicago: Author-Date Style

Okumus, Bendegul,. 2019. “Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures.” Journal of Tourismology 5, no. 1: 1-16. https://doi.org/10.26650/jot.2019.5.1.0004


Chicago: Humanities Style

Okumus, Bendegul,. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures.” Journal of Tourismology 5, no. 1 (Feb. 2021): 1-16. https://doi.org/10.26650/jot.2019.5.1.0004


Harvard: Australian Style

Okumus, B 2019, 'Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures', Journal of Tourismology, vol. 5, no. 1, pp. 1-16, viewed 24 Feb. 2021, https://doi.org/10.26650/jot.2019.5.1.0004


Harvard: Author-Date Style

Okumus, B. (2019) ‘Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures’, Journal of Tourismology, 5(1), pp. 1-16. https://doi.org/10.26650/jot.2019.5.1.0004 (24 Feb. 2021).


MLA

Okumus, Bendegul,. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures.” Journal of Tourismology, vol. 5, no. 1, 2019, pp. 1-16. [Database Container], https://doi.org/10.26650/jot.2019.5.1.0004


Vancouver

Okumus B. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures. Journal of Tourismology [Internet]. 24 Feb. 2021 [cited 24 Feb. 2021];5(1):1-16. Available from: https://doi.org/10.26650/jot.2019.5.1.0004 doi: 10.26650/jot.2019.5.1.0004


ISNAD

Okumus, Bendegul. Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures”. Journal of Tourismology 5/1 (Feb. 2021): 1-16. https://doi.org/10.26650/jot.2019.5.1.0004



TIMELINE


Submitted19.02.2019
Accepted29.03.2019
Published Online13.05.2019

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