Complaint, Patience, and Neglect: Responses to a Dissatisfying Service Experience

Keywords

non-complainers, complainers, patience, neglect, return intentions

Abstract

This study examines the responses of complainers and non-complainers after a service failure in the auto repair and medical service contexts. In particular, this study focuses on differentiating the two types of dissatisfaction responses of non-complainers, patience and neglect, from complaint. The results, based on a survey of 230 respondents, indicate that attitudes toward complaining and emotional bonding differentiate neglect from complaint, and the criticality of the service failure differentiates patience from complaint. The findings suggest that patience customers have higher return intentions than neglect customers, and as high as those of complainers with satisfying service recoveries

Publication Date

6-20-2013

Original Citation

Ro, Heejung. (2014). Complaint, patience, and neglect: Responses to a dissatisfying service experience. Service Business, 8(2), 192-216.

Number of Pages

197-216

Document Type

Paper

Language

English

Source Title

Service Business

Volume

8

Issue

2

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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