How to cite this paper
Wahyuni, N., Wardana, I., Yasa, N., Sukaatmadja, P & Setini, M. (2020). The effect of culture dimension in digitalization era on the complaint behavior in hotel industry.International Journal of Data and Network Science, 4(4), 347-356.
Refrences
Ansah, M.O. (2015). Cultural dimension in marketing managers' decision making: an application of Geert Hofstede Index for Ghana, European Journal of Research and Reflection in Management Sciences, 3(2), 5-28.
Baker, T.L., Meyer, T., & Chebat, J.C. (2013). Cultural impacts on felt and expressed emotions and third party complaint re-lationships, Journal of Business Research, 66(7), 816-822.
Cambra-Fierro, J., Melero, I., & Sese, F.J. (2015). Managing complaints to improve customer profitability. Journal of Retail-ing, 91(1), 109-124.
Chapa, O., Hernandez, M.D., Wang, Y.J., & Skalski, C. (2014). Do individualists complain more than collectivists? A four-country analysis on consumer complaint behavior. Journal of International Consumer Marketing, 26(5), 373-390.
Choi, B., & Choi, B.J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word of mouth, European Journal of Marketing, 48(1/2), 108-131.
Chuang, S.C., Cheng, Y.H., Chang, C.J., & Yang, S.W. (2012). The effect of service failure types and service recovery on cus-tomer satisfaction: a mental accounting perspective. The Service Industries Journal, 32(2), 257-271.
De Matos, C.A., & Leis, R.P. (2013). The antecedents of complaint behavior for Brazilian and French, International Journal of Consumer Studies, 37(3), 327-336.
De Mooij, M., & Hofstede, G. (2011). Cross-Cultural consumer behavior: a review of research findings. Journal of Internation-al Consumer Marketing, 23(4). 181-192.
Ekiz, E.H., & Au, N. (2011). Comparing Chinese and American attitudes towards complaining, International Journal of Con-temporary Hospitality Management, 23(3), 327-343.
Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253.
Ergün, G. S., & Kitapci, O. (2018). The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region. International Journal of Culture, Tourism and Hospitality Research, 12(1), 59-79.
Fan, A., Wu, L., & Mattila, A.S. (2018). Gender differences in the intentions to voice complaints across different service failure modes, Journal of Foodservice Business Research, 21(1), 22-32.
Franke, G.R., & Nadler, S.S. (2008). Culture, economic development and national ethical attitudes. Journal of Business Re-search, 61(3), 254-64.
Goodrich, K., & De Mooij, M. (2013). How 'social' are social media? A cross-cultural comparison of online and offline pur-chase decision influences, Journal of Marketing Communications, 1, 1-14.
Gruber, T., Chowdhury, I.N., & Reppel, A.E. (2011). Service recovery in higher education: does national culture play a role?, Journal of Marketing Management, 27(11), 1261-1293.
Hui, M.K., Ho, C.K.Y., & Wan, L. (2011). Prior relationships and consumer responses to service failures: a cross-cultural study. Journal of International Marketing, 19(1), 59-81.
Hofstede, G. (2001). Culture's Consequences: Comparing Values, Behaviours, Institutions and Organizations across Nations. London: Sage Publications
Hofstede, G. (201). Dimensionalizing Cultures: The Hofstede Model in Context.Netherlands: Universities of Mastricht and Til-burg
Jahandideh, B., Golmohammadi, A., Meng, F., O'Gorman, K.D., & Taheri, B. (2014). Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context. International Journal of Hospitality Management, 41(1), 67-76.
LiYin, J. (2010). Determinants of customers’ complaint intention: empirical study in the context of China’s retail industry. Nankai Business Review International, 1(1), 87-99.
Kassim, N., & Abdullah, NA. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kilic, B., & Ok, S. (2012). Customer complaints and evaluation of complaints in hotel establishments. Journal of Yasar Uni-versity, 25(7), 4189-4202.
Kim, J., & Boo, S. (2011). Influencing factors on customers' intention to complain in a franchise restaurant. Journal of Hospi-tality Marketing and Management, 20(2), 217-237.
Kim, J.H., & Chen, JS. (2010). The effects of situational and personal characteristics on consumer complaint behavior in res-taurant services. Journal of Travel and Tourism Marketing, 27(1), 96-112.
Kitapci, O., & Dortyol, IT. (2009). The differences in customer complaint behaviour between loyal customers and first comers in the retail banking industry: the case of Turkish customers, Management Research News, 32(10), 932-941.
Knox, G., & van Oest, R. (2014). Customer complaints and recovery effectiveness: a customer base approach. Journal of Mar-keting, 78(5), 42-57.
Mayser, S., & Von Wangenheim, F. (2012). Perceived fairness of differential customer treatment: consumers' understanding of distributive justice really matters. Journal of Service Research, 16(1), 99-113.
Ngai, E.W.T., Heung, V.C.S., Wong, Y.H., & Chan, F.K.Y. (2007). Consumer complaint behavior of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(12), 1375-1391.
Park, S. G., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualis-tic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255-271.
Patterson, P., Cowley, K., & Prasongsukarn, K. (2006). Service failure recovery: the moderating impact of individual-level cul-tural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263-277.
Petersen, J.A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision mak-ing: the role of national culture, Journal of Marketing, 79(1), 44 -63.
Phau, I., & Baird, M. (2008). Complainers versus non-complainers retaliatory responses towards service dissatisfactions, Marketing Intelligence & Planning, 26(6), 87-604.
Ro, H., & Mattila, A.S. (2015). Silent voices: non-behavioral reactions to service failures. Services Marketing Quarterly, 36(2), 95-111.
Swanson, S. R., Frankel, R., Sagan, M., & Johansen, D. L. (2011). Private and public voice: exploring cultural influence. Man-aging Service Quality: An International Journal, 21(3), 216-239.
Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behavior. Journal of Service Management, 22(1), 111-134.
Tsoukatos, E., & Rand, G.K. (2007). Cultural influences on service quality and customer satisfaction: evidence from Greek in-surance. Managing Service Quality: An International Journal, 17(4), 467-485.
Varela‐Neira, C., Vázquez‐Casielles, R., & Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2), 88-112.
Vaerenbergh, Y.V., Orsingher, C., Vermeir, I., & Larivie`re, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes, Journal of Service Research, 17(4), 1-18.
Varinli, I. (2012). New Approaches in Marketing. Ankara: Detay Publishing.
Yuksel, A., Kilinc, UK, and Yuksel, F. (2006). Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviors. Tourism Management, 27(1), 11-24.
Wan, L.C. (2013). Culture's impact on consumer complaining responses to embarrassing service failure, Journal of Business Research, 66(3), 298-305.
Baker, T.L., Meyer, T., & Chebat, J.C. (2013). Cultural impacts on felt and expressed emotions and third party complaint re-lationships, Journal of Business Research, 66(7), 816-822.
Cambra-Fierro, J., Melero, I., & Sese, F.J. (2015). Managing complaints to improve customer profitability. Journal of Retail-ing, 91(1), 109-124.
Chapa, O., Hernandez, M.D., Wang, Y.J., & Skalski, C. (2014). Do individualists complain more than collectivists? A four-country analysis on consumer complaint behavior. Journal of International Consumer Marketing, 26(5), 373-390.
Choi, B., & Choi, B.J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word of mouth, European Journal of Marketing, 48(1/2), 108-131.
Chuang, S.C., Cheng, Y.H., Chang, C.J., & Yang, S.W. (2012). The effect of service failure types and service recovery on cus-tomer satisfaction: a mental accounting perspective. The Service Industries Journal, 32(2), 257-271.
De Matos, C.A., & Leis, R.P. (2013). The antecedents of complaint behavior for Brazilian and French, International Journal of Consumer Studies, 37(3), 327-336.
De Mooij, M., & Hofstede, G. (2011). Cross-Cultural consumer behavior: a review of research findings. Journal of Internation-al Consumer Marketing, 23(4). 181-192.
Ekiz, E.H., & Au, N. (2011). Comparing Chinese and American attitudes towards complaining, International Journal of Con-temporary Hospitality Management, 23(3), 327-343.
Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253.
Ergün, G. S., & Kitapci, O. (2018). The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region. International Journal of Culture, Tourism and Hospitality Research, 12(1), 59-79.
Fan, A., Wu, L., & Mattila, A.S. (2018). Gender differences in the intentions to voice complaints across different service failure modes, Journal of Foodservice Business Research, 21(1), 22-32.
Franke, G.R., & Nadler, S.S. (2008). Culture, economic development and national ethical attitudes. Journal of Business Re-search, 61(3), 254-64.
Goodrich, K., & De Mooij, M. (2013). How 'social' are social media? A cross-cultural comparison of online and offline pur-chase decision influences, Journal of Marketing Communications, 1, 1-14.
Gruber, T., Chowdhury, I.N., & Reppel, A.E. (2011). Service recovery in higher education: does national culture play a role?, Journal of Marketing Management, 27(11), 1261-1293.
Hui, M.K., Ho, C.K.Y., & Wan, L. (2011). Prior relationships and consumer responses to service failures: a cross-cultural study. Journal of International Marketing, 19(1), 59-81.
Hofstede, G. (2001). Culture's Consequences: Comparing Values, Behaviours, Institutions and Organizations across Nations. London: Sage Publications
Hofstede, G. (201). Dimensionalizing Cultures: The Hofstede Model in Context.Netherlands: Universities of Mastricht and Til-burg
Jahandideh, B., Golmohammadi, A., Meng, F., O'Gorman, K.D., & Taheri, B. (2014). Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context. International Journal of Hospitality Management, 41(1), 67-76.
LiYin, J. (2010). Determinants of customers’ complaint intention: empirical study in the context of China’s retail industry. Nankai Business Review International, 1(1), 87-99.
Kassim, N., & Abdullah, NA. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kilic, B., & Ok, S. (2012). Customer complaints and evaluation of complaints in hotel establishments. Journal of Yasar Uni-versity, 25(7), 4189-4202.
Kim, J., & Boo, S. (2011). Influencing factors on customers' intention to complain in a franchise restaurant. Journal of Hospi-tality Marketing and Management, 20(2), 217-237.
Kim, J.H., & Chen, JS. (2010). The effects of situational and personal characteristics on consumer complaint behavior in res-taurant services. Journal of Travel and Tourism Marketing, 27(1), 96-112.
Kitapci, O., & Dortyol, IT. (2009). The differences in customer complaint behaviour between loyal customers and first comers in the retail banking industry: the case of Turkish customers, Management Research News, 32(10), 932-941.
Knox, G., & van Oest, R. (2014). Customer complaints and recovery effectiveness: a customer base approach. Journal of Mar-keting, 78(5), 42-57.
Mayser, S., & Von Wangenheim, F. (2012). Perceived fairness of differential customer treatment: consumers' understanding of distributive justice really matters. Journal of Service Research, 16(1), 99-113.
Ngai, E.W.T., Heung, V.C.S., Wong, Y.H., & Chan, F.K.Y. (2007). Consumer complaint behavior of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(12), 1375-1391.
Park, S. G., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualis-tic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255-271.
Patterson, P., Cowley, K., & Prasongsukarn, K. (2006). Service failure recovery: the moderating impact of individual-level cul-tural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263-277.
Petersen, J.A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision mak-ing: the role of national culture, Journal of Marketing, 79(1), 44 -63.
Phau, I., & Baird, M. (2008). Complainers versus non-complainers retaliatory responses towards service dissatisfactions, Marketing Intelligence & Planning, 26(6), 87-604.
Ro, H., & Mattila, A.S. (2015). Silent voices: non-behavioral reactions to service failures. Services Marketing Quarterly, 36(2), 95-111.
Swanson, S. R., Frankel, R., Sagan, M., & Johansen, D. L. (2011). Private and public voice: exploring cultural influence. Man-aging Service Quality: An International Journal, 21(3), 216-239.
Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behavior. Journal of Service Management, 22(1), 111-134.
Tsoukatos, E., & Rand, G.K. (2007). Cultural influences on service quality and customer satisfaction: evidence from Greek in-surance. Managing Service Quality: An International Journal, 17(4), 467-485.
Varela‐Neira, C., Vázquez‐Casielles, R., & Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2), 88-112.
Vaerenbergh, Y.V., Orsingher, C., Vermeir, I., & Larivie`re, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes, Journal of Service Research, 17(4), 1-18.
Varinli, I. (2012). New Approaches in Marketing. Ankara: Detay Publishing.
Yuksel, A., Kilinc, UK, and Yuksel, F. (2006). Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviors. Tourism Management, 27(1), 11-24.
Wan, L.C. (2013). Culture's impact on consumer complaining responses to embarrassing service failure, Journal of Business Research, 66(3), 298-305.