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Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
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| Zeitschriftentitel: | Journal of Services Marketing |
|---|---|
| Personen und Körperschaften: | , , , |
| In: | Journal of Services Marketing, 24, 2010, 7, S. 532-545 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria |
|---|---|
| author |
Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria |
| spellingShingle |
Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria Journal of Services Marketing Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant Marketing |
| author_sort |
moliner velázquez, beatriz |
| spelling |
Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/08876041011081087 <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>A quantitative research method was used based on a self‐administered <jats:italic>ad‐hoc</jats:italic> questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.</jats:p></jats:sec> Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant Journal of Services Marketing |
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Journal of Services Marketing |
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| title |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_unstemmed |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_full |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_fullStr |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_full_unstemmed |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_short |
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_sort |
causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| topic |
Marketing |
| url |
http://dx.doi.org/10.1108/08876041011081087 |
| publishDate |
2010 |
| physical |
532-545 |
| description |
<jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>A quantitative research method was used based on a self‐administered <jats:italic>ad‐hoc</jats:italic> questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.</jats:p></jats:sec> |
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| author | Moliner Velázquez, Beatriz, Fuentes Blasco, María, Gil Saura, Irene, Berenguer Contrí, Gloria |
| author_facet | Moliner Velázquez, Beatriz, Fuentes Blasco, María, Gil Saura, Irene, Berenguer Contrí, Gloria, Moliner Velázquez, Beatriz, Fuentes Blasco, María, Gil Saura, Irene, Berenguer Contrí, Gloria |
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| description | <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>A quantitative research method was used based on a self‐administered <jats:italic>ad‐hoc</jats:italic> questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.</jats:p></jats:sec> |
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| spelling | Moliner Velázquez, Beatriz Fuentes Blasco, María Gil Saura, Irene Berenguer Contrí, Gloria 0887-6045 Emerald Marketing http://dx.doi.org/10.1108/08876041011081087 <jats:sec><jats:title content-type="abstract-heading">Purpose</jats:title><jats:p>The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Design/methodology/approach</jats:title><jats:p>A quantitative research method was used based on a self‐administered <jats:italic>ad‐hoc</jats:italic> questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Findings</jats:title><jats:p>The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-heading">Originality/value</jats:title><jats:p>This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.</jats:p></jats:sec> Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant Journal of Services Marketing |
| spellingShingle | Moliner Velázquez, Beatriz, Fuentes Blasco, María, Gil Saura, Irene, Berenguer Contrí, Gloria, Journal of Services Marketing, Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant, Marketing |
| title | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_full | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_fullStr | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_full_unstemmed | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_short | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_sort | causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| title_unstemmed | Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant |
| topic | Marketing |
| url | http://dx.doi.org/10.1108/08876041011081087 |