کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1009767 | 1482508 | 2012 | 6 صفحه PDF | دانلود رایگان |
This study examines the impact of tie strength and service failure type on consumers’ behavioral intention (voice complaint and negative Word-of-Mouth) in a restaurant context. Overall, the results indicate that tie strength significantly reduces consumers’ intention to spread negative Word-of-Mouth, but it fails to influence their complaint intention. In addition, failure type plays an important role on consumers’ complaint behavior; consumers are more willing to voice a complaint after a core service failure than after an interactional service failure.
► We examine how tie strength and service failure type impact consumers’ responses.
► Tie strength reduces consumers’ intention to spread negative Word-of-Mouth.
► Core service failure leads to higher intention to complain than interactional failure.
Journal: International Journal of Hospitality Management - Volume 31, Issue 2, June 2012, Pages 399–404