Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.contributor.advisor | Li, Mimi (SHTM) | - |
| dc.creator | Qiu Shangzhi | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/8203 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | Influence of face concern and guanxi on Chinese customer behavioral response to hospitality service failure | en_US |
| dcterms.abstract | Face and guanxi are two significant cultural values of Chinese society as well as important social resources of Chinese people. Despite of the significant impact of these two interrelated values on consumer behavior, their effects in hospitality service management are not yet clear. The main objective of this research is to examine the independent effects as well as interactive effects of face concern and guanxi on Chinese customers' behavioral responses to hospitality service failure.Process failure was the service failure type that discussed particularly in this study because it causes loss of social resources and is assumed to be more associated with face and guanxi according to previous studies.Through scenario based quasi-experiment, the study found that concern for self-face can increase the intention of direct voice complaint, negative word-of-mouth, negative online word-of-mouth and exit behavior after experiencing service process failure in hospitality setting. Concern for other-face also had positive influence on direct voice complaint intention which is against the assumption of many previous studies about complaint behavior. Moderate effects of guanxi on the impact of face concern are also found. When guanxi existed between hotel staff and Chinese customers, intentions of word-of-mouth and exit behavior could be increased by consumers' concern for others' face which would otherwise have insignificant impact. In addition, existence of guanxi can mitigate the intention of posting negative online review about the hotel service. The result of this study is significant for hospitality service management. It implied that service process failure should be given extra attention in Chinese market in which consumers are highly face concerned and businesses are widely built on guanxi. | en_US |
| dcterms.extent | viii, 93 leaves : illustrations ; 30 cm | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2014 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hospitality industry -- Customer services. | en_US |
| dcterms.LCSH | Consumer satisfaction. | en_US |
| dcterms.LCSH | National characteristics, Chinese. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b28195565.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 4.87 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/8203