The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services
| dc.contributor.author | Kim, Jong | |
| dc.contributor.author | Chen, J. | |
| dc.date.accessioned | 2017-01-30T10:45:40Z | |
| dc.date.available | 2017-01-30T10:45:40Z | |
| dc.date.created | 2015-07-16T06:21:50Z | |
| dc.date.issued | 2010 | |
| dc.identifier.citation | Kim, J. and Chen, J. 2010. The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services. Journal of Travel & Tourism Marketing. 27 (1): pp. 96-112. | |
| dc.identifier.uri | http://hdl.handle.net/20.500.11937/5356 | |
| dc.identifier.doi | 10.1080/10548400903539773 | |
| dc.description.abstract |
This study developed and tested a model to investigate the effects of situational and individual differences on consumers' propensity to complain in a restaurant setting. A structural equation modeling analysis revealed that convenience of complaining and expectation of resultant benefits, consumers' attitude toward complaining, consumer involvement with a dining experience (e.g., dining on a special occasion and expensive food), and perceived self-importance, are factors associated with the likelihood of engaging in complaining behavior. Theoretical and managerial implications of the results of the study are discussed in detail. | |
| dc.publisher | Routledge | |
| dc.title | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services | |
| dc.type | Journal Article | |
| dcterms.source.volume | 27 | |
| dcterms.source.number | 1 | |
| dcterms.source.startPage | 96 | |
| dcterms.source.endPage | 112 | |
| dcterms.source.issn | 1054-8408 | |
| dcterms.source.title | Journal of Travel & Tourism Marketing | |
| curtin.department | School of Marketing | |
| curtin.accessStatus | Fulltext not available |