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This study was to examine the validity of the relationship between four variables ; dissatisfactions, complaining behavior, switching intention, and word-of-mouth effects. With the results of the research, the measures of the efficient management and customer relationship management on food service industry will be suggested. Data was collected from 1st of August 2016 to 31stof 2016, in which a total of 204 surveys were analysed. The summery of hypothesis verification result is as follow; Firstly, dissatisfaction of food service restaurant users had a positive influence on complaining behavior. Secondly, complaining behavior of food service restaurant users had a negative influence on switching intention. Finally, complaining behavior of food service restaurant users had a positive influence on word-of-mouth effects. In conclusion, We have interest in customers who are not switching intention, even though, they had complaining behavior. There is another reason, if they don't have any attention, they would try to leave.



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Dissatisfaction, Complaining Behavior, Switching Intention, Word-of-Mouth Effects