Resumo

MOLINER VELAZQUEZ, Beatriz; BERENGUER CONTRI, Gloria; GIL SAURA, Irene  e  FUENTES BLASCO, María. The formation of a consuer complaint pattern: an exploratory investigation carried out on restaurant users. Innovar [online]. 2008, vol.18, n.31, pp.29-44. ISSN 0121-5051.

The investigation presented here approaches the formation of a consumer complaint pattern. Its general objective was to go into the nature of this type of response to being unsatisfied in greater depth, describing its formation from the contribution of a set of variables investigated in the literature. A start was made by grouping complaints into three types of response (complaining, complaining to third parties and private complaints). The effect of the level of lack of satisfaction, the probability of a complaint being successful, the importance of the situation and attitudes towards the complaint were all analysed. The causal relationships studied between these determinants and the patterns of complaint led to identifying those variables exercising the greatest influence on each type of response to being unsatisfied.

Palavras-chave : Satisfaction/being unsatisfied; complaint pattern; responses to being unsatisfied; restaurant.

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