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 |
| _version_ | 1848744774220120064 |
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| author | Kim, Jong Chen, J. |
| author_facet | Kim, Jong Chen, J. |
| author_sort | Kim, Jong |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T06:06:48Z |
| format | Journal Article |
| id | curtin-20.500.11937-5356 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:06:48Z |
| publishDate | 2010 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-53562017-09-13T14:41:38Z The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services Kim, Jong Chen, J. 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. 2010 Journal Article http://hdl.handle.net/20.500.11937/5356 10.1080/10548400903539773 Routledge restricted |
| spellingShingle | Kim, Jong Chen, J. The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title_full | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title_fullStr | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title_full_unstemmed | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title_short | The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services |
| title_sort | effects of situational and personal characteristics on consumer complaint behavior in restaurant services |
| url | http://hdl.handle.net/20.500.11937/5356 |