在一次的餐廳用餐經驗中，發生服務失誤時，哪些因素決定消費者的抱怨意圖？本研究透過兩組實驗的情境設計來了解當餐飲業發生不同類型的服務失誤時，他人在場及面子顧慮對消費者抱怨意圖之影響。實驗一結果顯示過程型失誤較結果型服務失誤對消費者抱怨意圖之影響顯著較大。實驗二結果則顯示受到消費者面子顧慮程度之影響，他人在場的不同顯著影響服務失誤類型對消費者抱怨意圖間之關係。本研究根據研究結果提出實質的管理意涵，提供未來餐飲及觀光產業參考。

What are some of the factors that influence consumer complaint intention when encountering service failure in restaurant? This study aims to examine the impact of presence of others and concern for face on consumer complaint intention when encountering different types of service failure. Study 1 suggest that different types of service failure have a significant difference on consumer complaint intention. The result of study 1 also show that process failure will lead to higher complaint intention. Study 2 examine the interaction between types of service failure, presence of others and concern for face. The result of study 2 support our hypothesis. According to the results, this paper implicates some managerial practice, hopes to provide suggestions for hospitality industry. Also, we outline some research restriction and advice for future research.

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