Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining

McQuilken, Lisa and Robertson, Nichola 2013, Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining, Journal of hospitality and tourism research, vol. 37, no. 4, pp. 537-562, doi: 10.1177/1096348012442541.

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Title Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining
Author(s) McQuilken, Lisa
Robertson, NicholaORCID iD for Robertson, Nichola orcid.org/0000-0002-9564-0945
Journal name Journal of hospitality and tourism research
Volume number 37
Issue number 4
Start page 537
End page 562
Total pages 26
Publisher Sage
Place of publication Thousand Oaks, Calif.
Publication date 2013-11
ISSN 1096-3480
Keyword(s) customer complaining behaviour
level of responsibility
unconditional service guarantee
failure stability
service failure and restaurants
Summary Customers often behave in the context of a group, with different behavior occurring in this context to that which transpires in an individual context. However, customer complaining behavior (CCB), including voice, negative word of mouth, in addition to that transmitted electronically, and exit, in a group setting has not been studied previously. A service failure during a group celebration at a restaurant and the pattern of CCB that ensues is examined. This is based on customers’ level of responsibility in restaurant selection on behalf of the group, the presence of an unconditional service guarantee, and the perceived stability of the failure. Findings suggest that customers are more inclined to exit when they have participated to a greater degree in choice and that the presence of an unconditional guarantee interacts with participation to influence negative word of mouth intentions. Perceived failure stability had the greatest influence on CCB.
Language eng
DOI 10.1177/1096348012442541
Field of Research 150501 Consumer-Oriented Product or Service Development
Socio Economic Objective 909901 Hospitality Services
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2012, Sage
Persistent URL http://hdl.handle.net/10536/DRO/DU:30045912

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