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DC Field | Value | Language |
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dc.contributor.author | Lervik-Olsen, Line | - |
dc.contributor.author | Andreassen, Tor Wallin | - |
dc.contributor.author | STREUKENS, Sandra | - |
dc.date.accessioned | 2016-09-19T13:51:10Z | - |
dc.date.available | 2016-09-19T13:51:10Z | - |
dc.date.issued | 2016 | - |
dc.identifier.citation | Journal of Service Theory and Practice, 26(4), p. 406-429 | - |
dc.identifier.issn | 2055-6225 | - |
dc.identifier.uri | http://hdl.handle.net/1942/22056 | - |
dc.description.abstract | Purpose - The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology/approach - A quasi-experimental design is used in which scenarios are applied in combination with a survey to test and to compare the model and its boundary conditions with existing consumer behavior models. Findings - The mental-accounting process (theory of trying to complain (TTC)) seems to be a stronger predictor than mere attitude models (theory of planned behavior) when trying to explain intention to complain. Second, anticipated justice from complaint handling is a strong driver of intention to complain. Third, in both models, subjective norms are a strong predictor of intention to complain. Practical implications - This study contributes to both theory and practice by extending existing theory and offering the TTC, and by providing practical insight for service managers. Originality/value - To the best of the authors' knowledge, the current study is the first to compare systematically two complaint approaches explaining complaint intention: the attitude model and the mental-accounting model. | - |
dc.language.iso | en | - |
dc.publisher | EMERALD GROUP PUBLISHING LTD | - |
dc.subject.other | Theory of reasoned action; Theory of trying to complain; Complaint management; Credence quality; Complaint behaviour | - |
dc.subject.other | theory of reasoned action; theory of trying to complain; complaint management; credence quality; complaint behaviour | - |
dc.title | What drives the intention to complain? | - |
dc.type | Journal Contribution | - |
dc.identifier.epage | 429 | - |
dc.identifier.issue | 4 | - |
dc.identifier.spage | 406 | - |
dc.identifier.volume | 26 | - |
local.format.pages | 24 | - |
local.bibliographicCitation.jcat | A1 | - |
dc.description.notes | [Lervik-Olsen, Line] BI Norwegian Business Sch, Dept Mkt, Oslo, Norway. [Lervik-Olsen, Line] Norwegian Sch Econ, Ctr Serv Innovat, Dept Strategy & Mkt, Bergen, Norway. [Andreassen, Tor Wallin] Norwegian Sch Econ NHH, Dept Strategy & Management, Bergen, Norway. [Streukens, Sandra] Hasselt Univ, Dept Mkt & Strategy, Fac Business Econ, Hasselt, Belgium. | - |
local.publisher.place | BINGLEY | - |
local.type.refereed | Refereed | - |
local.type.specified | Article | - |
dc.identifier.doi | 10.1108/JSTP-09-2014-0209 | - |
dc.identifier.isi | 000379822400002 | - |
item.fullcitation | Lervik-Olsen, Line; Andreassen, Tor Wallin & STREUKENS, Sandra (2016) What drives the intention to complain?. In: Journal of Service Theory and Practice, 26(4), p. 406-429. | - |
item.fulltext | With Fulltext | - |
item.validation | ecoom 2017 | - |
item.contributor | Lervik-Olsen, Line | - |
item.contributor | Andreassen, Tor Wallin | - |
item.contributor | STREUKENS, Sandra | - |
item.accessRights | Restricted Access | - |
crisitem.journal.issn | 2055-6225 | - |
crisitem.journal.eissn | 2055-6225 | - |
Appears in Collections: | Research publications |
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10.1108@JSTP-09-2014-0209.pdf Restricted Access | Published version | 232.67 kB | Adobe PDF | View/Open Request a copy |
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