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Title:Análisis del comportamiento de queja del consumidor: Una investigación exploratoria en el contexto de los restaurantes PDF Logo
Authors:Moliner Velázquez, B.
Berenguer Contrí, Gloria
Gil Saura, Irene
Fuentes Blasco, M.
Issue Date:2008
Citation:[Journal:] Investigaciones europeas de dirección de la empresa (IEDEE) [ISSN:] 1135-2523 [Volume:] 14 [Year:] 2008 [Issue:] 2 [Pages:] 13-33
Abstract:The aim of this paper is to analyze the contribution that a set of the determinants has on the complaint behavior, with the purpose of identifying which combination of them can explain better the complaint responses, third parties responses and private responses. Our study has been made in the restaurants' context, and the methodology has been based on multiple regression models (Stepwise Method Regression). The most relevant results indicate that the probability of complaint's success is the variable that greater influence has on the compliant responses, whereas the level of dissatisfaction has the greater effect on private responses.
Subjects:dissatisfaction
complaining behavior
complaint responses
private responses
Document Type:Article
Appears in Collections:Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE)

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