The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM

This study combines the theory of addictive behavior with the framework of customer complaining behavior to examine the effects of customers' Internet Addiction (IA) and their hotel service failure experiences on their negative word-of-mouth behaviors. Since there is a generational gap in internet use between young and older people, two experiments were conducted, each focusing on one of these populations. A series of analyses identified that IA...