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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
agricultural and biological sciences
Segmenting dissatisfied restaurant customers based on their complaining response styles
Journal of Foodservice Business Research, Volume 6, No. 1, Year 2003
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Description
This study attempts to segment dissatisfied restaurant customers based on their complaining response styles and to identify socio-demographic variables that discriminate those segments. Findings suggest the presence of two customer clusters with distinct response styles; namely “talkers” and “voicers.” The results indicate that all restaurant customers respond to a dissatisfactory dining experience. Most of them utilize multiple responses to dissatisfaction. Of the demographic variables examined, only dining out frequency and marital status were found to be potent variables. © 2003 by The Haworth Press, Inc. All rights reserved.
Authors & Co-Authors
Gursoy, Dogan
United States, Pullman
Washington State University Pullman
Statistics
Citations: 87
Authors: 1
Affiliations: 3
Identifiers
Doi:
10.1300/J369v06n01_03
ISSN:
15378020