THE EFFECTS OF SITUATIONAL AND PERSONAL CHARACTERISTICS ON CONSUMER COMPLAINT BEHAVIOR IN RESTAURANT SERVICES

REFERENCES

• Anderson , J. C. and Gerbing , D. W. 1988 . Structural equation modeling in practice: A review and recommended two‐step approach. . Psychological Bulletin , 103 (3) : 411 – 423 .
   Web of Science ®Google Scholar
• Andreasen , A. R. 1988 . “ Consumer complaints and redress: What we know and what we don't know. ” . In The frontier of research in the consumer interest , Edited by: Maynes , S . 675 – 722 . Columbia, MO : American Council on Consumer Interests .
   Google Scholar
• Barnes , J. and Kelloway , K. 1979 . Consumerists: Complaining behavior and attitudes toward social and consumer issues. . Advances in Consumer Research , 7 : 329 – 334 .
   Google Scholar
• Bearden , W. O. and Mason , J. B. 1984 . An investigation of influences on consumer complaint reports. . Advances in Consumer Research , 11 (1) : 490 – 495 .
   Google Scholar
• Bearden , W. O. , Teel , J. E. and Crockett , M. 1980 . “ A path model of consumer complaint behavior. ” . In Marketing in the 80's , Edited by: Bagozzi , R. P . 101 – 104 . Chicago : American Marketing Association .
   Google Scholar
• Bentler , P. M. 1992 . On the fit of models to covariances and methodology to the Bulletin. . Psychological Bulletin , 112 : 400 – 404 .
   PubMed Web of Science ®Google Scholar
• Bloch , P. H. and Richins , M. L. 1983 . A theoretical model for the study of product importance perceptions. . Journal of Marketing , 47 (3) : 69 – 81 .
   Web of Science ®Google Scholar
• Blodgett , J. G. , Wakefield , K. L. and Barnes , J. H. 1995 . The effects of customer service on consumer complaining behavior. . Journal of Services Marketing , 9 (4) : 31 – 42 .
   Google Scholar
• Blodgett , J. G. and Granbois , D. H. 1992 . Toward an integrated conceptual model of consumer complaining behavior. . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 5 : 93 – 103 .
   Google Scholar
• Byrne , B. M. 1998 . Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming , Mahwah, NJ : Lawrence Erlbaum Associates, Inc .
   Google Scholar
• Cranage , D. and Sujan , H. 2004 . Customer choice: A preemptive strategy to buffer the effects of service failure and improve customer loyalty. . Journal of Hospitality & Tourism Research , 28 (1) : 3 – 20 .
   Google Scholar
• Crie , D. 2003 . Consumers' complaint behavior. Taxonomy, typology and determinants: Towards a unified ontology. . Database Marketing & Customer Strategy Management , 11 (1) : 60 – 79 .
   Google Scholar
• Davidow , M. and Dacin , P. A. 1997 . Understanding and influencing consumer complaint behaviour: Improving organizational complaint management. . Advances in Consumer Research , 24 : 450 – 456 .
   Google Scholar
• Day , R. L. 1977 . Extending the concept of customer satisfaction. . Advances in Consumer Research , 4 : 149 – 154 .
   Google Scholar
• Day , R. L. 1984 . Modeling choices among alternative responses to dissatisfaction. . Advances in Consumer Research , 11 : 496 – 499 .
   Google Scholar
• Day , R. L. , Grabicke , K. , Schaetzle , T. and Staubach , F. 1981 . The hidden agenda of consumer complaining. . Journal of Retailing , 57 (3) : 86 – 106 .
   Web of Science ®Google Scholar
• Day , R. L. and Landon , E. L. 1977 . “ Towards a theory of consumer complaint behavior. ” . In Consumer and industrial buying behavior , Edited by: Woodside , A. G , Sheth , J. N and Bennett , P. D . New York : North Holland .
   Google Scholar
• Folkes , V. S. 1984 . Consumer reaction to product failure: An attributional approach. . Journal of Consumer Research , 10 (4) : 398 – 409 .
   Web of Science ®Google Scholar
• Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error. . Journal of Marketing Research , 18 (1) : 39 – 50 .
   Web of Science ®Google Scholar
• Garrett , D. E. and Meyers , R. A. 1996 . Verbal communication between complaining consumers and company service representatives. . Journal of Consumer Affairs , 30 (2) : 444 – 475 .
   Web of Science ®Google Scholar
• George , B. P. , Salgaonkar , P. and Hegde , P. G. 2007 . SERICSAT: The development of a preliminary instrument to measure service recovery satisfaction in tourism. . International Journal of Hospitality & Tourism Administration , 8 (1) : 21 – 42 .
   Google Scholar
• Gursoy , D. K. , McCleary , K. W. and Lepsito , L. R. 2003 . Segmenting dissatisfied restaurant customers based on their complaining response styles. . Journal of Food Service Business Research , 6 (1) : 25 – 44 .
   Google Scholar
• Gursoy , D. K. , McCleary , K. W. and Lepsito , L. R. 2007 . Propensity to complain: Effects of personality and behavioral factors. . Journal of Hospitality & Tourism Research , 31 : 358 – 386 .
   Google Scholar
• Hair , J. F. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1998 . Multivariate data analysis , New York : Prentice Hall . (5th ed.)
   Google Scholar
• Hensley , S. and Donohue , M. 2008 . Restaurant industry expected to post modest sales growth in 2009 as it copes with the weakest economy in decades Retrieved January 12, 2009, from http://www.restaurant.org/pressroom/pressrelease.cfm?ID = 1725
   Google Scholar
• Hensley , S. and Stensson , A. 2006 . Increased restaurant industry sales, employment growth predicted in 2007 by National Restaurant Association Economic Forecast Retrieved December 10, 2008, from http://www.restaurant.org/pressroom/pressrelease.cfm?ID = 1348
   Google Scholar
• Heung , V. C. S. and Lam , T. 2003 . Customer complaint behaviour towards hotel restaurant services. . International Journal of Contemporary Hospitality Management , 15 (5) : 283 – 289 .
   Google Scholar
• Hirschman , A. O. 1970 . Exit, voice, and loyalty: Responses to decline in firms, organizations, and states , Cambridge, MA : Harvard University Press .
   Google Scholar
• Hume , S. 2003 . Word of mouth advertising. . Restaurants & Institutions , 113 (13) : 57 – 58 .
   Google Scholar
• Hupfer , N. and Gardner , D. 1971 . “ Differential involvement with products and issues: An exploratory study. ” . In Proceedings of Association for Consumer Research , Edited by: Gardner , D . 262 – 269 . College Park, MD : Association for Consumer Research .
   Google Scholar
• Huppertz , J. W. , Mower , E. and Associates . 2003 . An effort model of first‐stage complaining behavior. . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 16 : 132 – 144 .
   Google Scholar
• Jacoby , J. and Jaccard , J. J. 1981 . The sources, meanings, and validity of consumer complaint behavior: A psychological analysis. . Journal of Retailing , 57 (3) : 4 – 24 .
   Web of Science ®Google Scholar
• Jones , D. L. , McCleary , K. W. and Lepisto , L. R. 2002 . Consumer complaint behavior manifestations for table service restaurants: Identifying socio‐demographic characteristics, personality, and behavioral factors. . Journal of Hospitality & Tourism Research , 26 (2) : 105 – 123 .
   Google Scholar
• Jöreskog , K. and Sörbom , D. 1996 . LISREL 8: User's reference guide , Chicago : Scientific Software International, Inc .
   Google Scholar
• Kau , A. K. , Richmond , D. and Han , S. 1995 . Determinants of consumer complaint behaviour: A study of Singapore consumers. . Journal of International Consumer Marketing , 8 (2) : 59 – 76 .
   Google Scholar
• Kim , J. and Lynn , J. 2007 . Classification of complainers in restaurant services. . Asia Pacific Journal of Tourism Research , 12 (4) : 365 – 375 .
   Google Scholar
• Kline , R. B. 1998 . Principles and practice of structural equation modeling , New York : Guilford Press .
   Google Scholar
• Kolodinsky , J. 1992 . A system for estimating complaints, complaint resolution and subsequent purchases of professional and personal services. . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 5 : 36 – 44 .
   Google Scholar
• Kolodinsky , J. 1993 . Complaints, redress, and subsequent purchases of medical services by dissatisfied consumers. . Journal of Consumer Policy , 16 (2) : 193 – 214 .
   Google Scholar
• Kolodinsky , J. 1995 . Usefulness of economics in explaining consumer complaints. . The Journal of Consumer Affairs , 29 (1) : 29 – 54 .
   Web of Science ®Google Scholar
• Kotler , P. , Bowen , J. and Makens , J. 2003 . Marketing for hospitality and tourism , Upper Saddle River, NJ : Prentice Hall . (3rd ed.)
   Google Scholar
• Lam , T. and Tang , V. 2003 . Recognizing customer complaint behavior: The case of Hong Kong hotel restaurants. . Journal of Travel and Tourism Marketing , 14 (1) : 68 – 69 .
   Google Scholar
• Landon , E. L., Jr. 1977 . “ A model of consumer complaint behavior. ” . In Consumer satisfaction, dissatisfaction, and complaint behavior , Edited by: Day , R. L . 31 – 35 . Bloomington : Indiana University, School of Business .
   Google Scholar
• Lee , W. and Lambert , C. U. 2005 . The effect of waiting time and affective reactions on customers' evaluation of service quality in a cafeteria. . Journal of Foodservice Business Research , 8 (2) : 19 – 37 .
   Google Scholar
• Litwin , M. S. 1995 . How to measure survey reliability and validity , Thousand Oaks, CA : Sage Publications .
   Google Scholar
• Liu , R. R. and McClure , P. 2001 . Recognizing cross cultural differences in consumer complaint behavior and intentions: An empirical examination. . Journal of Consumer Marketing , 18 (1) : 54 – 74 .
   Google Scholar
• Lovelock , C. H. , Patterson , P. G. and Walker , R. H. 2001 . Services marketing: An Asia‐Pacific perspective , Sydney, , Australia : Prentice Hall . (2nd ed.)
   Google Scholar
• MacCallum , R. C. 1995 . “ Model specification: Procedures, strategies, and related issues. ” . In Structural equation modeling , Edited by: Hoyle , R. H . 16 – 36 . Thousand Oaks, CA : Sage .
   Google Scholar
• Mattila , A. S. 1999 . An examination of the factors affecting service recovery in a restaurant setting. . Journal of Hospitality & Tourism Research , 23 (3) : 284 – 298 .
   Google Scholar
• Maxham , J. G. and Netemeyer , R. G. 2002 . A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts. . Journal of Marketing , 66 (4) : 57 – 71 .
   Web of Science ®Google Scholar
• McAlister , D. T. and Erffmeyer , R. C. 2003 . A content analysis of outcomes and responsibilities for consumer complaints to third‐party organizations. . Journal of Business Research , 56 (4) : 341 – 351 .
   Web of Science ®Google Scholar
• Morganosky , M. A. and Buckley , H. M. 1986 . Complaint behavior: Analysis by demographics, lifestyle and consumer values. . Advances in Consumer Research , 14 : 223 – 226 .
   Google Scholar
• Mowen , J. 1993 . Consumer behavior , New York : Macmillan Publishing Company .
   Google Scholar
• Namasivayam , K. and Mattila , A. S. 2007 . Accounting for the joint effects of the servicescape and service exchange on consumers' satisfaction evaluations. . Journal of Hospitality & Tourism Research , 31 (1) : 3 – 18 .
   Google Scholar
• Oliver , R. L. 1987 . An investigation of the interrelationship between consumer (dis)satisfaction and complaint reports. . Advances in Consumer Research , 14 : 218 – 222 .
   Google Scholar
• Parker , R. , Funkhouser , G. R. and Chatterjee , A. 1993 . Some consumption orientations associated with propensity to complain. . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 6 : 111 – 117 .
   Google Scholar
• Peters , T. 1987 . Thriving on chaos: Handbook for a management revolution , New York : Harper Collins Publishers .
   Google Scholar
• Richins , M. 1983 . Negative word‐of‐mouth by dissatisfied consumers: A pilot study. . Journal of Marketing , 47 : 68 – 78 .
   Web of Science ®Google Scholar
• Richins , M. L. and Bloch , P. H. 1986 . After the new wears off: The temporal context of product involvement. . Journal of Consumer Research , 13 (2) : 280 – 285 .
   Web of Science ®Google Scholar
• Rogers , J. C. , Ross , S. C. and Williams , T. G. 1992 . Personal values and purchase dissatisfaction response. . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 5 : 81 – 92 .
   Google Scholar
• Romeo , P. 1996 . Darden plugs in to new technology. . Restaurant Business , 95 (13) : 26
   Google Scholar
• Schibrowsky , J. A. and Lapidus , R. S. 1994 . Gaining a competitive advantage by analyzing aggregate complaints. . Journal of Consumer Marketing , 11 (1) : 15 – 26 .
   Google Scholar
• Schermelleh‐Engel , K. , Moosbrugger , H. and Müller , H. 2003 . Evaluating the fit of structural equation models: Tests of significance and descriptive goodness‐of‐fit measures. . Methods of Psychological Research Online , 8 : 23 – 74 .
   Google Scholar
• Schneider , B. and Bowen , D. E. 1999 . Understanding customer delight and outrage. . Sloan Management Review , 41 : 35 – 46 .
   Google Scholar
• Singh , J. 1988 . Consumer complaint intentions and behavior: Definitional and taxonomical issues. . Journal of Marketing , 52 (1) : 93 – 107 .
   Web of Science ®Google Scholar
• Singh , J. 1990 . A typology of consumer dissatisfaction response styles. . Journal of Retailing , 66 (1) : 57 – 97 .
   Web of Science ®Google Scholar
• Singh , J. and Pandya , S. 1991 . Exploring the effects of consumers' dissatisfaction level on complaint behaviours. . European Journal of Marketing , 25 (9) : 7 – 21 .
   Google Scholar
• Singh , J. and Wilkes , P. E. 1996 . When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. . Journal of the Academy of Marketing Science , 24 (4) : 350 – 365 .
   Google Scholar
• Smith , A. K. , Bolton , R. N. and Wagner , J. 1999 . A model of customer satisfaction with service encounters involving failure and recovery. . Journal of Marketing Research , 36 (3) : 356 – 373 .
   Google Scholar
• Society of Consumer Affairs Professionals in Business . 1996 . A landmark “consumer loyalty Study.” , Alexandria, VA : Author .
   Google Scholar
• Su , W. and Bowen , J. T. 2001 . Restaurant customer complaint behavior. . Journal of Restaurant & Foodservice Marketing , 4 (2) : 35 – 65 .
   Google Scholar
• Susskind , A. M. 2005 . A content analysis of consumer complaints, remedies, and repatronage intentions regarding dissatisfying service experiences. . Journal of Hospitality & Tourism Research , 29 (2) : 150 – 169 .
   Google Scholar
• Swanson , S. R. and Hsu , M. K. 2009 . Critical incidents in tourism: Failure, recovery, customer switching, and word‐of‐mouth behaviors. . Journal of Travel & Tourism Marketing , 26 : 180 – 194 .
   Web of Science ®Google Scholar
• Swinyard , W. R. 1993 . The effects of mood, involvement, and quality of store experience on shopping intentions. . Journal of Consumer Research , 20 : 271 – 280 .
   Web of Science ®Google Scholar
• Technical Assistance Research Program . 1981 . Measuring the grapevine: Customer response and word‐of‐mouth , Washington, DC : U.S. Office of Consumer Affairs .
   Google Scholar
• Technical Assistance Research Program . 1986 . Consumer complaint handling in America: An update study , Washington, DC : U.S. Office of Consumer Affairs .
   Google Scholar
• Ullman , J. B. 1996 . “ Structural equation modeling. ” . In Using multivariate statistics , Edited by: Tabachnick , B and Fiedel , L . 709 – 819 . New York : Harper Collins .
   Google Scholar
• Warland , R. H. , Herrmann , R. O. and Willits , J. 1975 . Dissatisfied consumers: Who gets upset and who takes action. . The Journal of Consumer Affairs , 9 (2) : 148 – 163 .
   Web of Science ®Google Scholar
• William , T. D. , Drake , M. F. and Moran , J. 1993 . Complaint behavior, price and the patronized. . International Journal of Retail & Distribution Management , 21 (5) : 3 – 9 .
   Google Scholar