Consumer Complaining Behavior in Hospitality Management

dc.authorid Uray, Nimet/0000-0003-2285-1845
dc.authorid Tosun, Petek/0000-0002-9228-8907
dc.authorwosid Uray, Nimet/AAH-5395-2019
dc.authorwosid Tosun, Petek/AAM-9761-2021
dc.contributor.author Tosun, Petek
dc.contributor.author Tosun, Petek
dc.contributor.author Sezgin, Selime
dc.contributor.author Uray, Nimet
dc.contributor.author Uray, Nimet
dc.contributor.other Business Administration
dc.date.accessioned 2023-10-19T15:12:26Z
dc.date.available 2023-10-19T15:12:26Z
dc.date.issued 2022
dc.department-temp [Tosun, Petek] MEF Univ, Business Adm Dept, Mkt, Istanbul, Turkey; [Sezgin, Selime] Istanbul Bilgi Univ, Business Adm Dept, Mkt, Istanbul, Turkey; [Uray, Nimet] Kadir Has Univ, Mkt, Istanbul, Turkey; [Uray, Nimet] Kadir Has Univ, Business Adm Dept, Istanbul, Turkey en_US
dc.description.abstract The purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB in the context of low-quality summer vacation, while Study 2 further investigated the relationships in the research model by replicating the survey within the framework of high-quality summer vacation. The results were then analyzed through factor and regression analyses. Both of the studies demonstrated that assertiveness positively influences CCB directly and also indirectly via the mediating effect of perceived risks. It was found that aggressiveness positively influences CCB when consumers have high service quality expectations but when they have low expectations for service quality, it is insignificant. en_US
dc.identifier.citationcount 9
dc.identifier.doi 10.1080/19368623.2021.1941474 en_US
dc.identifier.endpage 264 en_US
dc.identifier.issn 1936-8623
dc.identifier.issn 1936-8631
dc.identifier.issue 2 en_US
dc.identifier.scopus 2-s2.0-85111447985 en_US
dc.identifier.scopusquality Q1
dc.identifier.startpage 247 en_US
dc.identifier.uri https://doi.org/10.1080/19368623.2021.1941474
dc.identifier.uri https://hdl.handle.net/20.500.12469/5447
dc.identifier.volume 31 en_US
dc.identifier.wos WOS:000678299800001 en_US
dc.identifier.wosquality Q1
dc.khas 20231019-WoS en_US
dc.language.iso en en_US
dc.publisher Routledge Journals, Taylor & Francis Ltd en_US
dc.relation.ispartof Journal of Hospitality Marketing & Management en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/closedAccess en_US
dc.scopus.citedbyCount 19
dc.subject Personality-Traits En_Us
dc.subject Service Failures En_Us
dc.subject Interaction Styles En_Us
dc.subject Customer Loyalty En_Us
dc.subject Social Media En_Us
dc.subject Intention En_Us
dc.subject Antecedents En_Us
dc.subject Impact En_Us
dc.subject Consequences En_Us
dc.subject Attitudes En_Us
dc.subject Personality-Traits
dc.subject Service Failures
dc.subject Interaction Styles
dc.subject Customer Loyalty
dc.subject Social Media
dc.subject Assertiveness en_US
dc.subject Intention
dc.subject aggressiveness en_US
dc.subject Antecedents
dc.subject consumer complaining behavior en_US
dc.subject Impact
dc.subject service failures en_US
dc.subject Consequences
dc.subject perceived risks en_US
dc.subject Attitudes
dc.subject tourism en_US
dc.title Consumer Complaining Behavior in Hospitality Management en_US
dc.type Article en_US
dc.wos.citedbyCount 15
dspace.entity.type Publication
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