Contrasting "Complainers" with "Non-Complainers" on Attitude Toward Complaining, Propensity to Complain, and Key Personality Characteristics: A Nomological Look
This study examines the influence of four personality characteristics (self-efficacy, Machiavellianism, perceived control and risk-taking) on consumer attitude toward complaining and propensity to complain. The proposed model is tested on two groups of consumers classified as "complainers" and "non-complainers". The findings reveal that the two groups differ distinctly on the pattern of relationships among the variables. The implications of these differences are discussed.
Psychology & Marketing
Copyright 2007 John Wiley & Sons, Ltd. Self-archiving of the author-manuscript version is not yet supported by this publisher. Please refer to the journal link for access to the definitive, published version or contact the author for more information.