This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.,Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.,The central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours.,The resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies.,The mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research.

中文翻译：

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客户投诉旅程图：定性方法

本文旨在通过引入一种称为客户投诉旅程映射的视觉技术来扩展客户投诉行为 (CCB) 知识，作为捕获和理解涉及多个参与者的多方面服务失败的手段。不满意的用餐体验。尽量减少记忆回忆的问题，同时忠实地捕捉投诉者的原始情绪。这些录音构成了基于关键事件技术的后续访谈的基础。,本文的核心发现是传统服务二人组之外的其他参与者如何在共同创造投诉人的情绪和随后的行为方面发挥动态作用。 ,由此产生的客户投诉地图深入洞察了 CCB 所涉及的复杂社会动态，