Consumer complaining behavior in hospitality management

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dc.authoridTosun, Petek/0000-0002-9228-8907|Uray, Nimet/0000-0003-2285-1845
dc.authorwosidTosun, Petek/AAM-9761-2021
dc.authorwosidUray, Nimet/AAH-5395-2019
dc.contributor.authorTosun, Petek
dc.contributor.authorSezgin, Selime
dc.contributor.authorUray, Nimet
dc.date.accessioned2024-07-18T20:45:28Z
dc.date.available2024-07-18T20:45:28Z
dc.date.issued2022
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractThe 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.doi10.1080/19368623.2021.1941474
dc.identifier.endpage264en_US
dc.identifier.issn1936-8623
dc.identifier.issn1936-8631
dc.identifier.issue2en_US
dc.identifier.scopus2-s2.0-85111447985en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage247en_US
dc.identifier.urihttps://doi.org/10.1080/19368623.2021.1941474
dc.identifier.urihttps://hdl.handle.net/11411/7574
dc.identifier.volume31en_US
dc.identifier.wosWOS:000678299800001en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherRoutledge Journals, Taylor & Francis Ltden_US
dc.relation.ispartofJournal of Hospitality Marketing & Managementen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectAssertivenessen_US
dc.subjectAggressivenessen_US
dc.subjectConsumer Complaining Behavioren_US
dc.subjectService Failuresen_US
dc.subjectPerceived Risksen_US
dc.subjectTourismen_US
dc.subjectPersonality-Traitsen_US
dc.subjectService Failuresen_US
dc.subjectInteraction Stylesen_US
dc.subjectCustomer Loyaltyen_US
dc.subjectSocial Mediaen_US
dc.subjectIntentionen_US
dc.subjectAntecedentsen_US
dc.subjectImpacten_US
dc.subjectConsequencesen_US
dc.subjectAttitudesen_US
dc.titleConsumer complaining behavior in hospitality managementen_US
dc.typeArticleen_US

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