Srusti Management Review

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Post Purchase Consumer Complaint Behavior : An Experience with Indian Hotel Industry

Year	2010
Volume/Issue/Review Month	Vol. - 3 \| Issue 2 \| July
Title	Post Purchase Consumer Complaint Behavior : An Experience with Indian Hotel Industry
Authors	Swagatika Panda
Broad area	Post Purchase Consumer Complaint Behavior
Abstract	Consumer complaint behavior is an emerging area of consumer behavior. As it is evident that, if complaints are handled properly the consumer becomes an advocate of the business. This research paper tries to identify whether there is a significant difference in consumer’s post purchase response among three different categories of hotels (economy, service oriented, and luxury) with regard to the different dimensions of service evaluation. After the consumers post purchase dissatisfaction, they take any action or not has been also tried to identify for the three categories of hotels.
Description	Our country is growing at a very rapid pace. The state of job opportunities, salaries etc. is improving rapidly. Simply put the county is changing every day for the better. 26% of the population lives in the cities or in urban India. The remaining 74% liv
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