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

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 complaini...