Service failures and complaints have been topics where there is an increasing interest among researchers as well as practitioners and it has been thoroughly examined in relation to the general traveling public.But this is not the case for tourists with disabilities.Therefore, the aim of the current research is to examine the relationship of service failure with complaint behavior based on the Affective Events Theory.An on-site survey was administered to collect data from Koreans with disabilities living in South Korea, and a total of 283 responses were used for data analysis. The findings showed that emotional evaluation had a significant relationship with regard to explaining cognitive evaluation, core service failure, and interpersonal service failure respectively. Emotional evaluation showed a positive relationship with complaint behavior. These findings provide insight regarding ways to provide better services for tourists with disabilities and for strategic planning and marketing purposes.

服务故障和投诉一直是研究人员和从业人员越来越感兴趣的话题，并且已经针对一般旅行大众进行了彻底研究，但是对于残疾游客而言情况并非如此。目前的研究是基于情感事件理论研究服务失败与投诉行为之间的关系，并通过现场调查收集了居住在韩国的韩国残疾人的数据，总共使用了283个回应进行数据分析。 。研究结果表明，情绪评估与解释认知评估，核心服务失败和人际服务失败有显着关系。情绪评估与投诉行为呈正相关。