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| Author: | Kim, J-H. Chen, J.S. |
| Title: | The effects of situational and personal characteristics on consumer complaint behavior in restaurant services |
| Journal: | Journal of Travel & Tourism Marketing
2010 : JAN/FEB, VOL. 27:1, p. 96-112 |
| Index terms: | customer relations consumer attitudes consumer behaviour complaints restaurants service models USA |
| Language: | eng |
| Abstract: | In this study, a model is developed and tested to examine the effects of situational and individual differences on consumers' propensity to complain in a restaurant setting. Using a structural equation modeling analysis, it is found that convenience of complaining and expectation of resultant benefits, consumers' attitude toward complaining, consumer involvement with a dining experience, and perceived self-importance, are factors associated with the likelihood of engaging in complaining behaviour. |
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