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Antecedents to complaint behaviour in the context of restaurant goers

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This article deals with the process by which consumer complaint behaviour is formed. The general aim is to analyse the nature of this type of response to dissatisfaction, describing its development in terms of how it is influenced by a combination of several factors already researched in the literature. The most relevant contributions from the related theoretical work indicate that public and private responses (complaint behaviour) are the most common reactions of consumers when faced with a dissatisfactory experience. A group of determinants which influence these responses in different ways has also been identified. The main objective of this study is to analyse the relationship between the different determinants of complaint behaviour with the aim of identifying the variables which exert the greatest influence.

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Keywords: Dissatisfaction; complaint attitudes; complaint behaviour

Document Type: Research Article

Affiliations: 1: Departamento de Economía y Ciencias Sociales, Universidad Politécnica de Valencia, Valencia, Spain 2: Departamento de Comercialización e Investigación de Mercados, Universidad de Valencia, Valencia, Spain 3: Departamento de Dirección de Empresas, Universidad Pablo de Olavide, Sevilla, Spain

Publication date: 01 December 2006

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