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    Developing a Consumer Complaining and Recovery Effort Scale

    Access Status
    Fulltext not available
    Authors
    Lu, L.
    Gursoy, Dogan
    Chi, C.
    Xiao, G.
    Date
    2015
    Type
    Journal Article
    
    Metadata
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    Citation
    Lu, L. and Gursoy, D. and Chi, C. and Xiao, G. 2015. Developing a Consumer Complaining and Recovery Effort Scale. Journal of Hospitality & Tourism Research. 42 (5): pp. 686-715.
    Source Title
    Journal of Hospitality & Tourism Research
    DOI
    10.1177/1096348015597033
    ISSN
    1096-3480
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/30064
    Collection
    • Curtin Research Publications
    Abstract

    The main purpose of this study is to identify the underlying dimensions of consumer complaining and recovery effort and to develop a multidimensional scale to measure this construct. Literature suggests that the consumer complaining and recovery effort is a four-dimensional construct consisting of procedural, cognitive, time-related, and affective components. Using data collected from hotel guests, a measurement scale is developed to assess this four-dimensional construct. First, a factor analysis is conducted on one set of data. Afterward, the underlying dimensions identified by the exploratory factor analysis are confirmed by conducting a confirmatory factor analysis on a separate set of data. Findings suggest that the scale developed in this study presents substantial convergent validity, discriminant validity, predictive validity, and reliability.

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