The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services
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, cons...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Routledge
2010
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| Online Access: | http://hdl.handle.net/20.500.11937/5356 |