The Effects of Intragroup Guanxi Interaction on Customers’ Intentions to Complain

This study examined the impacts of intragroup guanxi interaction on customers’ complaint behavior following service failure on a group tour. Based on the guanxi literature and social support theory, two dimensions of intragroup guanxi interaction were identified, and their effects on customers’ inte...

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Veröffentlicht in:	Journal of hospitality & tourism research (Washington, D.C.) D.C.), 2022-09, Vol.46 (7), p.1411-1435
Hauptverfasser:	Xu, Xing’an, Chi, Christina Geng-Qing, Cai, Ruiying, Pan, Li
Format:	Artikel
Sprache:	eng
Online-Zugang:	Volltext
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