TY - JOUR

AB - 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.
VL - 24
IS - 7
SN - 0887-6045
DO - 10.1108/08876041011081087
UR - https://doi.org/10.1108/08876041011081087
A1 - Moliner Velázquez Beatriz
A2 - Fuentes Blasco María
A3 - Gil Saura Irene
A4 - Berenguer Contrí Gloria
PY - 2010
Y1 - 2010/01/01
TI - Causes for complaining behaviour intentions: the moderator effect of previous
customer experience of the restaurant
T2 - Journal of Services Marketing
PB - Emerald Group Publishing Limited
SP - 532
EP - 545
Y2 - 2019/10/06
ER -