Consumer complaining behavior in hospitality management
Küçük Resim Yok
Tarih
2022
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge Journals, Taylor & Francis Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
The purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB in the context of low-quality summer vacation, while Study 2 further investigated the relationships in the research model by replicating the survey within the framework of high-quality summer vacation. The results were then analyzed through factor and regression analyses. Both of the studies demonstrated that assertiveness positively influences CCB directly and also indirectly via the mediating effect of perceived risks. It was found that aggressiveness positively influences CCB when consumers have high service quality expectations but when they have low expectations for service quality, it is insignificant.
Açıklama
Anahtar Kelimeler
Assertiveness, Aggressiveness, Consumer Complaining Behavior, Service Failures, Perceived Risks, Tourism, Personality-Traits, Service Failures, Interaction Styles, Customer Loyalty, Social Media, Intention, Antecedents, Impact, Consequences, Attitudes
Kaynak
Journal of Hospitality Marketing & Management
WoS Q Değeri
Q1
Scopus Q Değeri
Q1
Cilt
31
Sayı
2
