The role of tie strength on consumer dissatisfaction responses

Wan Yang, Anna S. Mattila

Research output: Contribution to journalArticle

23 Citations (Scopus)

Abstract

This study examines the impact of tie strength and service failure type on consumers' behavioral intention (voice complaint and negative Word-of-Mouth) in a restaurant context. Overall, the results indicate that tie strength significantly reduces consumers' intention to spread negative Word-of-Mouth, but it fails to influence their complaint intention. In addition, failure type plays an important role on consumers' complaint behavior; consumers are more willing to voice a complaint after a core service failure than after an interactional service failure.

Original languageEnglish (US)
Pages (from-to)399-404
Number of pages6
JournalInternational Journal of Hospitality Management
Volume31
Issue number2
DOIs
StatePublished - Jun 1 2012

Fingerprint

consumption behavior
Dissatisfaction
Tie strength
services
Service failure
Complaints
Negative word-of-mouth
Complaint behavior
Interaction
Restaurants
Behavioral intention

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

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The role of tie strength on consumer dissatisfaction responses. / Yang, Wan; Mattila, Anna S.

In: International Journal of Hospitality Management, Vol. 31, No. 2, 01.06.2012, p. 399-404.

Research output: Contribution to journalArticle

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