The Role of Personality Traits in Online Consumer Complaint Behavior and Service Recovery Expectation

Bibliographic Data

ID13916888
AuthorsJen-Hung Huang (corresponding author), Chiao‐Chen Chang (0000-0003-4173-891X), Chiao-Chen Chang (National Yang Ming Chiao Tung University)
Year2008
Volume36
Issue9
Pages1223-1232
Publication date2008-01-01
Open AccessYes
TypeARTICLE
VenueSocial Behavior and Personality An International Journal (JOURNAL)
Journal identifiersISSN: 0301-2212 • E-ISSN: 1179-6391
PublisherScientific Journal Publishers Limited (PUBLISHER)
DOI10.2224/sbp.2008.36.9.1223
OpenAlexW2011521411
LanguageEN
Citations received3
References cited32

To date, the literature on service failure and recovery has tended to be focused on bricks-and-mortar stores. In this study the relationships among service failures, consumer complaint behaviors, and service recovery expectations in an online setting were investigated. Data were collected from 252 respondents in a questionnaire survey. Results of multiple regression analysis show that personality traits in terms of Type A and locus of control may moderate the relationships among e-service failures, consumer complaint behaviors, and service recovery expectations. When e-service failures occur, Type A and internally oriented consumers engage in aggressive complaint behaviors and expect high service recovery efforts. Conversely, Type B and externally oriented consumers tend to tolerate e-service failures and refrain from complaining. Finally, theoretical and managerial implications are discussed

Big Five personality traits · Business · Complaint · Locus of control · Personality · Service (business · Service quality · Service Recovery · Applied Psychology · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Social Psychology · Technology Adoption and User Behaviour · Marketing

Tools

Open DOISci-HubOpen Access