Search results for "INCREASED EFFECT"

Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant

2010

PurposeThe 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/approachA 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.FindingsThe results show that the following variables have significa…