Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant

• Published in: The Journal of services marketing Vol. 24; no. 7; pp. 532 - 545
• Main Authors: Moliner Velázquez, Beatriz, Fuentes Blasco, María, Gil Saura, Irene, Berenguer Contrí, Gloria
• Format: Journal Article
• Language: English
• Published: Santa Barbara Emerald Group Publishing Limited 12.10.2010
• Subjects: Complaints; Consumer attitudes; Consumer behavior; Consumer protection; Consumers; Consumption; Customer satisfaction; Customers; Hypotheses; Restaurants; Statistical analysis; Variables; Customers; Complaints; Restaurants
• ISSN: 0887-6045; 2054-1651
• DOI: 10.1108/08876041011081087

Purpose - The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.Design methodology approach - A quantitative research method was used based on a self-administered ad-hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.Findings - The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.Originality value - This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.