|
EconStor >
Asociación Europea de Dirección y Economia de la Empresa, Vigo >
Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE) >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/10419/54453
|
| | |
| Title: | | Análisis del comportamiento de queja del consumidor: Una investigación exploratoria en el contexto de los restaurantes  |
| 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)
|
| Files in This Item:
| |
|
| No. of Downloads:
| |
| last Month |
last 3 Month |
total |
|
|
|
|
|
| |
| | |
Download bibliographical data as:
BibTeX
|
| |
Share on:http://hdl.handle.net/10419/54453
|
Items in EconStor are protected by copyright, with all rights reserved, unless otherwise indicated.
|