The role of tie strength on consumer dissatisfaction responses

International Journal of Hospitality Management

Volumn 31, Issue 2, 2012, Pages 399-404

  Yang, Wan ^a   Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Negative word of mouth; Service failure; Tie strength; Voice complaint

Indexed keywords

EID: 84855478518     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.06.015     Document Type: Article

References (43)

1. Blodgett J.G., Anderson R.D. A Bayesian network model of the consumer complaint process. Journal of Service Research 2000, 2(4):321-338.
2. Blodgett J.G., Wakefield K.L., Barnes J.H. The effects of consumer service on consumer complaining behavior. The Journal of Service Marketing 1995, 9(4):31-41.
3. Bonifield C., Cole C.A. Better him than me: social comparison theory and service recovery. Journal of the Academy of Marketing Science 2008, 36(4):565-577.
4. Brown J.J., Reingen P.H. Social ties and word-of-mouth referral behavior. Journal of Consumer Research 1987, 14(3):350-362.
5. Chebat J-C., Davidow M., Codjovi I. Silent voices - why some dissatisfied consumers fail to complain. Journal of Service Research 2005, 7(4):328-342.
6. Cheng S., Lam T. The role of the customer-seller relationship in the intention of the customer to complain: a study of Chinese restaurateurs. International Journal of Hospitality Management 2008, 27(4):552-562.
7. DeWitt T., Brady M.K. Rethinking service recovery strategies: the effect of rapport on consumer responses to service failure. Journal of Service Research 2003, 6(2):193-207.
8. Davidow M. The bottom line impact of organizational responses to customer complaints. Journal of Hospitality and Tourism Research 2000, 24(4):473-490.
9. Folkman S., Lazarus R.S. Coping as mediator of emotion. Journal of Personality and Social Psychology 1988, 54(3):466-475.
10. Fornell C., Didow N. Economic constraints on consumer complaining behavior. Advances in Consumer Research 1980, 7(1):318-323.
11. Granovetter M. The strength of weak ties. American Journal of Sociology 1973, 78(6):1360-1380.
12. Gremler D.D., Gwinner K.P. Rapport-building behavior used by retail employees. Journal of Retailing 2008, 84(3):308-324.
13. Gutek B.A. Service relationships, pseudo-relationships, and encounters. Handbook of Services Marketing and Management 2000, 371-380. Sage Publications, Thousand Oaks, CA. T. Swartz, D. Iacobucci (Eds.).
14. Gutek B.A., Bhappu A.D., Liao-Troth M.A., Cherry B. Distinguishing between service relationships and encounters. Journal of Applied Psychology 1999, 84(2):218-233.
15. Gutek B.A., Cherry B., Bhappu A.D., Schneider S., Woolf L. Features of service relationships and encounters. Work and Occupations 2000, 27(3):319-352.
16. Hair J., Black B., Babin R., Anderson R., Tatham R. Multivariate Data Analysis 2009, Prentice Hall, New York. 7th ed.
17. Halstead D. Negative word of mouth: substitute for or supplement to consumer complaints?. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 2002, 15:1-12.
18. Hess R.L., Ganesan S., Klein N.M. Service failure and recovery: the impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science 2003, 31(2):127-145.
19. Hess R.L., Ganesan S., Klein N.M. Interactional service failures in a pseudorelationship: the role of organizational attribution. Journal of Retailing 2007, 83(1):79-95.
20. Huefner J.C., Hunt H.K. Consumer retaliation as a response to dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 2000, 13:61-82.
21. Jones D.L., McCleary K.W., Lepisto L.R. Consumer complaint behavior manifestations for table service restaurants: identifying sociodemographic characteristics, personality, and behavioral factors. Journal of Hospitality and Tourism Research 2002, 26(2):105-123.
22. Keaveney S.M. Customer switching behavior in service industries: an exploratory study. Journal of Marketing 1995, 59(2):71-82.
23. Kim C., Kim S., Im S., Shin C. The effect of attitude and perception on consumer complaint intentions. The Journal of Consumer Marketing 2003, 20(4/5):352-371.
24. Liu R., McClure P. Recognizing cross-culture differences in consumer complaint behavior and intentions: an empirical examination. The Journal of Consumer Marketing 2001, 18(1):54-58.
25. Mattila A.S. The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality & Tourism Research 2000, 24(2):264-266.
26. Mattila A.S. The impact of relationship type on customer loyalty in a context of service failures. Journal of Service Research 2001, 4(2):91-101.
27. Mattila A.S., Ro H. Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality and Tourism Research 2008, 32(1):89-107.
28. Menon K., Dube L. Service provider responses to anxious and angry customers: different challenges, different payoffs. Journal of Retailing 2004, 80(3):229-237.
29. Mittal V., Huppertz J.W., Khare A. Customer complaining: the role of tie strength and information control. Journal of Retailing 2008, 84(2):195-204.
30. Nguyen D.T., McColl-Kennedy J.R. Diffusing customer anger in service recovery: a conceptual framework. Australasian Marketing Journal 2003, 11(2):46-55.
31. Nicholson C.Y., Compeau L.D., Sethi R. The role of interpersonal liking in building trust in long-term channel relationships. Journal of the Academy of Marketing Science 2001, 29(1):3-15.
32. Nelson R.E. The strength of strong ties: social networks and intergroup conflict in organizations. Academy of Management Journal 1989, 32(2):377-401.
33. Priluck R. Relationship marketing can mitigate product and service failures. The Journal of Services Marketing 2003, 17(1):37-49.
34. Richins M.L. Negative word-of-mouth by dissatisfied consumers: a pilot study. Journal of Marketing 1983, 47(1):68-78.
35. Shi G., Shi Y., Chan A.K.K., Wang Y. Relationship strength in service industries - a measurement model. International Journal of Marketing Research 2009, 51(5):659-685.
36. Singh J. Consumer complaint intentions and behavior: definitional and taxonomical issues. Journal of Marketing 1988, 52(3):93-107.
37. Smith A.K., Bolton R.N., Wagner J. A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research 1999, 36(3):358-370.
38. Snedecor G., Cochran W. Statistical Methods 1989, Iowa State University Press, Ames.
39. Stephens N., Gwinner K.P. Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science 1998, 26(3):172-189.
40. Tax S.S., Chandrashekaran M. Consumer decision making following a failed service encounter: a pilot study. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 1992, 5:55-68.
41. Voorhees C.M., Brady M.K. A service perspective on the drivers of complaint intentions. Journal of Service Research 2005, 8(2):192-204.
42. Yi S., Baumgartner H. Coping with negative emotions in purchase-related situations. Journal of Consumer Psychology 2004, 14(3):303-317.
43. Zourrig H., Chebat J-C., Toffoli R. Consumer revenge behavior: a cross-cultural perspective. Journal of Business Research 2009, 62(10):995-1001.