Segmenting Dissatisfied Restaurant Customers Based on Their Complaining Response Styles

References

• Bearden , W. O. and Tell , J. E. 1983 . Selected determinants of consumer satisfaction and complaint reports . Journal of Marketing Research , 20 ( February ) : 21 – 28 .
   Web of Science ®Google Scholar
• Belknap , G. and Campell , A. 1951 . Political party identification and attitudes toward foreign policy . Public Opinion Quarterly , 15 ( 4 ) : 601 – 623 .
   Web of Science ®Google Scholar
• Bitner , M. J. , Booms , B. H. and Tetreault , M. S. 1990 . The service encounter: Diagnosing favorable and unfavorable incidents . Journal of Marketing , 54 ( January ) : 71 – 84 .
   Web of Science ®Google Scholar
• Cornwell , T. B. , Bligh , A. D. and Babakus , E. 1991 . Complaint behavior of Mexican-American consumers to a third party agency . The Journal of Consumer Affairs , 25 ( 1 ) : 1 – 18 .
   Web of Science ®Google Scholar
• Day , R. L. 1984 . “ Modeling choices among alternative responses to dissatisfaction ” . In Advances in Consumer Research Edited by: Kinnear , T. C. 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. 1980 . “ Research perspectives on consumer complaining behavior ” . In Theoretical Developments in Marketing , Edited by: Lamb , Charles and Dune , Patrick . 211 – 215 . Chicago : American Marketing Association .
   Google Scholar
• Day , R. and Landon , E. Jr. 1977 . “ Toward a theory of consumer complaining behavior ” . In Consumer and Industrial Buying Behavior , Edited by: Woodside , Sheth and Bennett . 425 – 437 . Amsterdam : North Holland Publishing Co. .
   Google Scholar
• Duhaime , C. and Ash , S. B. 1980 . “ Satisfaction, dissatisfaction and complaining behavior: A comparison of male and female consumers ” . In Refining Concepts of Consumer Satisfaction and Complaining Behavior , Edited by: Hunt , H. Keith and Day , Ralph L. 102 – 11 . Bloomington, IN : Bureau of Business Research .
   Google Scholar
• Engel , J. , Blackwell , R. D. and Miniard , P. 1990 . Consumer behavior, () , 6th ed. , Fort Worth, TX : Dryden .
   Google Scholar
• Fornell , C. and Wernerfelt , B. 1987 . Defensive marketing strategy by customer complaints management: A theoretical analysis . Journal of Marketing Research , 24 ( November ) : 337 – 346 .
   Web of Science ®Google Scholar
• Garrett , D. E. , Meyers , R. A. and West , L. 1997 . Sex differences and consumer complaints: Do men and women communicate differently when they complain to customer service representatives? . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 10 : 116 – 130 .
   Google Scholar
• Gilly , M. and Gelb , B. 1982 . Post-purchase consumer process and the complaining consumer . Journal of Consumer Research , 9 ( December ) : 323 – 328 .
   Web of Science ®Google Scholar
• Granbois , D. , Summers , J. O. and Fraizer , G. L. 1977 . “ Correlates of consumer expectation and complaining behavior ” . In Consumer Satisfaction, Dissatisfaction and Complaining Behavior , Edited by: Day , R. L. 18 – 25 . Bloomington, IN : Indiana University Press .
   Google Scholar
• Gerber , A. and Green , D. P. 1988 . Rational Learning and Partisan Attitudes . American Journal of Political Science , 42 ( 3 ) : 794 – 818 .
   Google Scholar
• Hair , J. F. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1998 . Multivariate Data Analysis, () , 5th ed. , Upper Saddle River, NJ : Prentice Hall .
   Google Scholar
• Hansen , S. W. , Swan , J. E. and Powers , T. L. 1997 . Vendor relationships as predictors of organizational buyer complaint response styles . Journal of Business Research , 40 : 65 – 77 .
   Google Scholar
• Hemenway , D. and Killen , A. 1989 . Complainers and noncomplainers . Journal of Ambulatory Care Management , 12 : 19 – 27 .
   PubMedGoogle Scholar
• Hirshman , A. O. 1970 . Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States , Cambridge, MA : Harvard University Press .
   Google Scholar
• Jacoby , J. and Jaccard , J. J. 1981 . The sources meaning and validity of consumer complaint behavior: A psychological review . Journal of Retailing , 57 ( 3 ) : 4 – 24 .
   Web of Science ®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 : 193 – 214 .
   Google Scholar
• Kolodinsky , J. 1995 . Usefulness of economics in explaining consumer complaints . Journal of Consumer Affairs , 29 ( 1 ) : 29 – 54 .
   Web of Science ®Google Scholar
• Kolodinsky , J. and Aleong , J. 1990 . An integrated model of consumer complaint action applied to services: A pilot study . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 5 : 36 – 44 .
   Google Scholar
• Kotler , P. , Bowen , B. and Makens , J. 1999 . Marketing for Hospitality and Tourism Management, () , 2nd Edition , Upper Saddle River, NJ : Prentice Hall .
   Google Scholar
• Kraft , F. B. 1977 . “ Characteristics of consumer complainers and complaint and repatronage behavior ” . In Consumer Satisfaction, Dissatisfaction and Complaining Behavior , Edited by: Day , Ralph L. 79 – 84 . Bloomington, IN : Indiana University School of Business .
   Google Scholar
• LaBarbera , P. A. and Mazursky , D. 1983 . A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process . Journal of Marketing Research , 20 ( November ) : 393 – 404 .
   Web of Science ®Google Scholar
• LaForge , M. C. 1989 . Learned helplessness as an explanation of elderly consumer complaint behavior . Journal of Business Ethics , 8 ( May ) : 359 – 366 .
   Google Scholar
• Lee , J. and Soberon-Ferrer , H. 1999 . An empirical analysis of elderly consumers' complaining behavior . Family and Consumer Sciences Research Journal , 27 ( 3 ) : 341 – 371 .
   Google Scholar
• Lepisto , L. R. 1997 . “ The Adult Longitudinal Panel: A research program to study the aging process and its effect on consumers across the life span ” . In Values, Lifestyles, and Psychographics , Edited by: Kahle , Lynn R. and Chiagouris , Larry . 317 – 333 . Mahwah, NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Lewis , R. C. , Chambers , R. E. and Chacko , H. E. 1995 . Marketing Leadership in Hospitality, () , 2nd Edition , New York : Van Nostrand Reinhold .
   Google Scholar
• Lewis , R. C. and Morris , S. V. 1987 . The positive side of guest complaints . Cornell Hotel and Restaurant Administration Quarterly , 28 ( February ) : 13 – 15 .
   Google Scholar
• Lewis , R. C. 1983 . When guests complain . The Cornell Hotel and Restaurant Administration Quarterly , 24 ( August ) : 23 – 32 .
   Google Scholar
• Liefeld , J. P. , Edgecombe , F. H. C. and Wolfe , L. 1975 . Demographic Characteristics of Canadian Consumer Complainers . The Journal of Consumer Affairs , 9 : 73 – 80 .
   Web of Science ®Google Scholar
• Manickas , P. A. and Shea , L. J. 1997 . Hotel complaint behavior and resolution: A content analysis . Journal of Travel Research, Fall , : 68 – 73 .
   Google Scholar
• Mason , J. B. and Himes , S. H. Jr . 1973 . An exploratory behavioral and socio-economic profile of consumer action about dissatisfaction with selected household appliances . The Journal of Consumer Affairs , 7 ( Winter ) : 121 – 127 .
   Google Scholar
• Oh , H. and Parks , S. 1997 . Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry . Hospitality Research Journal , 20 ( 3 ) : 35 – 63 .
   Google Scholar
• Oliver , R. L. 1980 . A cognitive model of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , 17 ( 4 ) : 460 – 469 .
   Web of Science ®Google Scholar
• Ross , I. and Oliver , R. L. 1984 . “ The accuracy of unsolicited consumer communications as indicators of true consumer satisfaction/dissatisfaction ” . In Advances in Consumer Research , Edited by: Kinnear , Thomas C. Prova, UT : Association for Consumer Research .
   Google Scholar
• Searing , D. , Wright , G. and Rabinowitz , G. 1976 . The Primacy Principle: Attitude Change and Political Socialization . British Journal of Political Science , 6 ( 1 ) : 83 – 113 .
   Google Scholar
• Singh , J. and Wilkes , R. E. 1996 . When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates . Journal of Academy of Marketing Science , 24 ( 4 ) : 350 – 365 .
   Google Scholar
• Singh , J. 1990 . Identifying consumer dissatisfaction response styles: An agenda for future research . European Journal of Marketing , 24 ( 6 ) : 55 – 72 .
   Google Scholar
• Singh , J. 1989 . Determinants of consumers' decisions to seek third party redress: An empirical study of dissatisfied patients . The Journal of Consumer Affairs , 23 ( 2 ) : 329 – 363 .
   Web of Science ®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
• Solnic , S. J. and Hemenway , D. 1992 . Complaints and disenrollment at a health maintenance organization . The Journal of Consumer Affairs , 26 ( 1 ) : 90 – 103 .
   Web of Science ®Google Scholar
• Susskind , A. M. 2000 . Efficiency and outcome expectations related to consumer complaints about service experiences . Communication Research , 27 ( 3 ) : 353 – 378 .
   Web of Science ®Google Scholar
• Swan , J. E. and Trawic , I. F. 1981 . Disconfirmation of expectations and satisfaction with a retail service . Journal of Retailing , 57 ( Fall ) : 49 – 67 .
   Google Scholar
• Technical Assistance Research Program (TARP) . 1986 . Consumer Complaint Handling in America: An Update Study , Washington, DC : U.S. Office of Consumer Affairs .
   Google Scholar
• Warland , R. H. , Hermann , R. O. and Willits , J. 1975 . Dissatisfied consumers: Who gets upset and who takes action . Journal of Consumer Affairs , 9 : 198 – 163 .
   Google Scholar
• Weinstain , J. and Straus , K. 1994 . Taste of America . Restaurant & Institutions , 104 ( 23 ) : 48 – 56 .
   Google Scholar
• Woodruff , R. B. , Clemons , D. S. , Schulmann , D. W. , Gardial , S. F. and Burns , M. J. 1991 . The standards issue in CS/D research: A historical perspective . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 4 : 103 – 109 .
   Google Scholar