Opportunistic customer complaining: Causes, consequences, and managerial alternatives
Document Type
Article
Publication Date
3-2012
Abstract
Should a hospitality firm yield to a customer complaint that is suspected [or even known] to be opportunistic? While the answer to this question varies based upon numerous factors, this conceptual article synthesizes multiple streams of empirical research to enumerate: (1) customer-centric, firm-centric [such as the influence of firm size], and relationship-centric determinants of opportunistic customer complaining; (2) means of detecting whether a complaint is opportunistic [such as through employee knowledge of operations]; and (3) potential consequences to the firm of yielding and not yielding to opportunistic complaints.
Publication Title
International Journal of Hospitality Management
DOI
https://doi.org/10.1016/j.ijhm.2011.06.004
Recommended Citation
Baker, M. A., Magnini, V. P., Perdue, R. R. (2012). Opportunistic customer complaining: Causes, consequences, and managerial alternatives. International Journal of Hospitality Management, 31(1), 295-303. http://dx.doi.org/10.1016/j.ijhm.2011.06.004
Original Citation
Baker, M. A., Magnini, V. P., Perdue, R. R. (2012). Opportunistic customer complaining: Causes, consequences, and managerial alternatives. International Journal of Hospitality Management, 31(1), 295-303. http://dx.doi.org/10.1016/j.ijhm.2011.06.004
