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The effect of attitude and perception on consumer complaint intentions

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References

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1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions623 cited

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1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories479 cited

1982A Field Investigation of Causal Relations among Cognitions, Affect, Intentions, and Behavior457 cited

Cited by

2016Determinants of negative word-of-mouth communication using social networking sites255 cited
2015Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory185 cited
2009Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining183 cited
2004Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours182 cited
2005When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining175 cited
2010The relationship between consumer complaining behavior and service recovery173 cited
2005A Service Perspective on the Drivers of Complaint Intentions166 cited
2010Consumer cynicism: antecedents and consequences166 cited
2012Remedy or cure for service failure?159 cited
2009Complaining: A function of attitude, personality, and situation101 cited
2006Complaint behaviour of Malaysian consumers100 cited
2007Contrasting “complainers” with “non‐complainers” on attitude toward complaining, propensity to complain, and key personality characteristics: A nomological look100 cited
2011I want to believe theyreallycare93 cited
2012Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior91 cited
2007Firms' complaint handling policies and consumer complaint voicing87 cited
2010Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant83 cited