Upscale Business Hotel Customers Complain About The Handling Of Fairness And Customer Behavior Intention Relationship

With the sharply increase of hotels in China, there have emerged problems concerning service and management. Complaints about hotel service have mounted up prominently. Many high-class commercial hotels, having not handled customer complaint well, have lost lots of customers. For high-class commercial hotels, however, commercial guests are not only the main source of guests, but more importantly the main contributors to their revenue Therefore, to retain its customers and improve customer loyalty, it is of great importance to effectively settle customer complaints.This thesis is about the relationship between justice of complaint-handling and customer behavioral intentions. Firstly, on the basis of reviewing related theory on service recovery and justice theory, together with interviewing with hotel managers and guests, this thesis gives the research design and also related hypothesis .Then the author collected data from commercial guests with complaint experience in high-class commercial hotels by questionnaire designed. Thirdly, the data were analyzed by SPSS13.0 to test the design and related hypothesis. Finally, biased on analysis results, the author gives some advice on complaint-handling in high-class commercial hotels.This thesis has substantially validated its research design and related hypothesis. The main research conclusions this thesis reaches are as follows:Firstly, the distributive justice, procedural justice and interact ional justice in customer complaint-handling in high-class commercial hotels have prominent positive impact on repurchase intentions, recommend intention and premium payment on the part of customer.Secondly, interactional justice has the greatest impact on behavioral intention, irrespective of the type of service failure.Thirdly, customers have different sense of justice when the failure is of different type, which means outcome failure and process failure.Fourthly, severity of service failure has negative correlation with customer behavioral intention, which means, the severer the service failure is, the more aversion there will be in customer behavioral intention.