The role of the customer–seller relationship in the intention of the customer to complain: A study of Chinese restaurateurs

The potential benefits of customer–seller relationships in the area of consumer complaints are seldom advocated, particularly in the relational oriented, Chinese society. The purpose of this paper is to explore how customer–seller relationships affect the intention of Chinese consumers to complain....

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Bibliographic Details

Published in:	International journal of hospitality management Vol. 27; no. 4; pp. 552 - 562
Main Authors:	Cheng, Simone, Lam, Terry
Format:	Journal Article
Language:	English
Published:	Elsevier Ltd 01-12-2008
Subjects:	Consumer complaining behavior Extent of relational contact Subjective norm Theory of Planned Behavior Consumer complaining behavior Theory of Planned Behavior Subjective norm Extent of relational contact
Online Access:	Get full text
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