Contrasting "Complainers" with "Non-Complainers" on Attitude Toward Complaining, Propensity to Complain, and Key Personality Characteristics: A Nomological Look
Author(s)
Bodey, Kelli
Grace, Debra
Griffith University Author(s)
Year published
2007
Metadata
Show full item recordAbstract
This study examines the influence of four personality characteristics (self-efficacy, Machiavellianism, perceived control and risk-taking) on consumer attitude toward complaining and propensity to complain. The proposed model is tested on two groups of consumers classified as "complainers" and "non-complainers". The findings reveal that the two groups differ distinctly on the pattern of relationships among the variables. The implications of these differences are discussed.This study examines the influence of four personality characteristics (self-efficacy, Machiavellianism, perceived control and risk-taking) on consumer attitude toward complaining and propensity to complain. The proposed model is tested on two groups of consumers classified as "complainers" and "non-complainers". The findings reveal that the two groups differ distinctly on the pattern of relationships among the variables. The implications of these differences are discussed.
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Journal Title
Psychology & Marketing
Volume
24
Issue
7
Publisher URI
Copyright Statement
© 2007 John Wiley & Sons, Ltd. Self-archiving of the author-manuscript version is not yet supported by this publisher. Please refer to the journal link for access to the definitive, published version or contact the author for more information.
Subject
Commerce, management, tourism and services
Psychology