Search

This paper deals with the process of how consumer dissatisfaction is formed, both from a cognitive and an affective perspective, and also with how it translates into complaint behavior intentions. Our main objective is, on the one hand, to gain an insight into the effect that the disconfirmarion of expectations has on dissatisfaction judgments, not only directly, but also indirectly through negative affects. On the other hand, we intend to analyze the influence these judgments exert on complaint behavior intentions, which can develop into complaint responses, third party responses, or private responses. From a sample of customers who have experienced an unsatisfactory situation with a restaurant and show different external attribution level, we have put forward a causal model to study the causal relationships. The results confirm a direct effect of disconfirmation on dissatisfaction and on affects, a direct effect of that dissatisfaction on complaint behaviour intentions and there are not significant differences according to external attribution level. The findings suggest management implications and future research. [ABSTRACT FROM AUTHOR]

This work analyses the role of satisfaction in the formation of customer loyalty. It identifies the most relevant antecedents of satisfaction, and determines their influence on loyalty through judgments of satisfaction, performance, and disconfirmation. It distinguishes between an attitude of loyalty, positive and negative intentions, and behavioural loyalty or effective purchasing. It studies a sample of purchases in retail clothing and food establishments, using the methodology of the mediator effect. The result of the regressions show that satisfaction is a mediating element between the effects of performance and disconfirmation on positive intentions, and between the effect of performance on berhavioural loyalty. No relationship was found between satisfaction and negative intentions. [ABSTRACT FROM AUTHOR]

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. [ABSTRACT FROM AUTHOR]

The study of sustainable tourism from the perspective of the consumer is becoming central to tourism managers, who are now clearly aware of the importance of keeping long lasting relationships with their customers on the basis of responsible proposals. In this context, the present work analyzes the process of loyalty formation in its two components (attitudinal and behavioral). The analysis starts from a series of preceding variables (perceived value, service quality, tourist satisfaction and commitment) accompanied by a set of modulating variables (tourist load capacity, search for variety, and sociodemographic features of the tourist). A literature review on the nature of loyalty allowed not only proposing a causal model for estimating it in the case of tourism, but also formulating a series of hypotheses that shall be contrasted by further research. The study of the variables here considered provides tourism companies with better knowledge on the process that leads to tourist loyalty. This, in turn, allows them to focus their marketing efforts on keeping long lasting relations with their customers, thus contributing to the development of sustainable tourism. [ABSTRACT FROM AUTHOR]

This exploratory research deals with the consumer complaint behaviour process from the point of view of client segmentation. The authors consider that the different reactions to dissatisfaction can be grouped into complaint responses and private responses. The aim is to know the intensity of the dissatisfaction and other of the variables considered relevant by the literature contribute to those two types of responses. By knowing this, it will be possible to identify the differences derived from the type of complaint behaviour and from the client segments. The results show that the effect of antecedents will vary depending on the kind of response under consideration. The CHAID methodology has allowed the segmentation of the sample into different group, identifying the main antecedents for both types of response behaviour. Results conclude that very dissatisfied consumers perceiving low success probability in their complaining behaviour tend to develop more private responses. Moreover, consumer developing complaining behaviours develop more private responses that those ones that do not complain. [ABSTRACT FROM AUTHOR]