Metz, 2000; Quick, 2000). However, research to understand
service failure and the complaints of 'family travelers is
virtually non-existent This study intends to examine and
discover the dimensionality of service 'failures of family
travelers. The justice dimensiOn with service failure and
complaint handling framework proposed by Tax et al. (1998)
is applied in this study to dassify the failure types. A modified
version of the critical incident "teChnique (CIT) is Usecl'to
collect data from the public customer third-party complaint
websites. Applying the justice theory, this study has merit to
pioneer in the distinct dimensions of service failure in the
family travel market through investigating family travelers'
online third party complaints.