The role of personality traits in online consumer complaint behavior and service recovery expectation

Jen Hung Huang, Chiao Chen Chang

研究成果: 雜誌貢獻文章

25 引文 斯高帕斯(Scopus)

摘要

To date, the literature on service failure and recovery has tended to be focused on bricks-and-mortar stores. In this study the relationships among service failures, consumer complaint behaviors, and service recovery expectations in an online setting were investigated. Data were collected from 252 respondents in a questionnaire survey. Results of multiple regression analysis show that personality traits in terms of Type A and locus of control may moderate the relationships among e-service failures, consumer complaint behaviors, and service recovery expectations. When e-service failures occur, Type A and internally oriented consumers engage in aggressive complaint behaviors and expect high service recovery efforts. Conversely, Type B and externally oriented consumers tend to tolerate e-service failures and refrain from complaining. Finally, theoretical and managerial implications are discussed.
原文英語
頁(從 - 到)1223-1232
頁數10
期刊Social Behavior and Personality
36
發行號9
DOIs
出版狀態已發佈 - 十二月 1 2008
對外發佈Yes

ASJC Scopus subject areas

  • Social Psychology

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