The Effects of Situational and Personal Characteristics on Consumer Complaint Behavior in Restaurant Services

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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...

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Bibliographic Details
Main Authors:	Kim, Jong, Chen, J.
Format:	Journal Article
Published:	Routledge 2010
Online Access:	http://hdl.handle.net/20.500.11937/5356

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