| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 1009715 | International Journal of Hospitality Management | 2012 | 9 Pages |
Should a hospitality firm yield to a customer complaint that is suspected [or even known] to be opportunistic? While the answer to this question varies based upon numerous factors, this conceptual article synthesizes multiple streams of empirical research to enumerate: (1) customer-centric, firm-centric [such as the influence of firm size], and relationship-centric determinants of opportunistic customer complaining; (2) means of detecting whether a complaint is opportunistic [such as through employee knowledge of operations]; and (3) potential consequences to the firm of yielding and not yielding to opportunistic complaints.
• Customers’ personality traits contribute to opportunistic complaining. • Opportunistic complaining is more apt to occur in large firms. • Opportunistic complaining is inversely related to customers’ justice perceptions. • One-time transactions are more susceptible to opportunistic complaining.
