Developing a Consumer Complaining and Recovery Effort Scale
dc.contributor.author | Lu, L. | |
dc.contributor.author | Gursoy, Dogan | |
dc.contributor.author | Chi, C. | |
dc.contributor.author | Xiao, G. | |
dc.date.accessioned | 2017-01-30T13:17:14Z | |
dc.date.available | 2017-01-30T13:17:14Z | |
dc.date.created | 2016-02-28T19:30:29Z | |
dc.date.issued | 2015 | |
dc.identifier.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. | |
dc.identifier.uri | http://hdl.handle.net/20.500.11937/30064 | |
dc.identifier.doi | 10.1177/1096348015597033 | |
dc.description.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. | |
dc.publisher | Sage Publications Inc | |
dc.title | Developing a Consumer Complaining and Recovery Effort Scale | |
dc.type | Journal Article | |
dcterms.source.volume | 42 | |
dcterms.source.issn | 1096-3480 | |
dcterms.source.title | Journal of Hospitality & Tourism Research | |
curtin.department | School of Marketing | |
curtin.accessStatus | Fulltext not available |
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