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

journal contribution
posted on 2013-11-01, 00:00 authored by Lisa McQuilken, Nichola RobertsonNichola Robertson
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.

History

Journal

Journal of hospitality and tourism research

Volume

37

Issue

4

Pagination

537 - 562

Publisher

Sage

Location

Thousand Oaks, Calif.

ISSN

1096-3480

Language

eng

Publication classification

C1 Refereed article in a scholarly journal

Copyright notice

2012, Sage