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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
business, management and accounting
Propensity To Complain: Effects of Personality and Behavioral Factors
Journal of Hospitality and Tourism Research, Volume 31, No. 3, Year 2007
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Description
Literature suggests that the antecedents of complaining involve more than dissatisfaction alone; several other factors affect consumers' propensity to complain. This study examined the effects of personality and behavioral factors on consumers' propensity to complain. Findings suggest that consumers' locus of control and their price consciousness have a significant impact on their propensity to complain. Theoretical and managerial implications of these findings are discussed in detail. © 2007 International Council on Hotel, Restaurant and Institutional Education.
Authors & Co-Authors
Gursoy, Dogan
United States, Pullman
Carson College of Business
Statistics
Citations: 73
Authors: 1
Affiliations: 3
Identifiers
Doi:
10.1177/1096348007299923
ISSN:
10963480