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
Copyright Status
Unknown
Copyright Date
2014
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Ro, Heejung, "Complaint, Patience, and Neglect: Responses to a Dissatisfying Service Experience" (2013). Faculty Scholarship and Creative Works. 223.
https://stars.library.ucf.edu/ucfscholar/223
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