Developing a Consumer Complaining and Recovery Effort Scale
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 p...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Sage Publications Inc
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/30064 |
| _version_ | 1848752980382187520 |
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| author | Lu, L. Gursoy, Dogan Chi, C. Xiao, G. |
| author_facet | Lu, L. Gursoy, Dogan Chi, C. Xiao, G. |
| author_sort | Lu, L. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T08:17:14Z |
| format | Journal Article |
| id | curtin-20.500.11937-30064 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:17:14Z |
| publishDate | 2015 |
| publisher | Sage Publications Inc |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-300642018-07-19T08:19:18Z Developing a Consumer Complaining and Recovery Effort Scale Lu, L. Gursoy, Dogan Chi, C. Xiao, G. 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. 2015 Journal Article http://hdl.handle.net/20.500.11937/30064 10.1177/1096348015597033 Sage Publications Inc restricted |
| spellingShingle | Lu, L. Gursoy, Dogan Chi, C. Xiao, G. Developing a Consumer Complaining and Recovery Effort Scale |
| title | Developing a Consumer Complaining and Recovery Effort Scale |
| title_full | Developing a Consumer Complaining and Recovery Effort Scale |
| title_fullStr | Developing a Consumer Complaining and Recovery Effort Scale |
| title_full_unstemmed | Developing a Consumer Complaining and Recovery Effort Scale |
| title_short | Developing a Consumer Complaining and Recovery Effort Scale |
| title_sort | developing a consumer complaining and recovery effort scale |
| url | http://hdl.handle.net/20.500.11937/30064 |