Examining Self-Monitoring, Perceived Control, Self-Efficacy and Machiavellianism in the Context of Complaint Behaviour
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This study examines personality characteristics, such as self-monitoring, perceived control, self-efficacy and Machiavellianism, within the realms of complaint behaviour. As such, these variables are examined in relation to attitude toward complaining, propensity to complain and in relation to previous complaint behaviour. Data were gathered via selfadministered survey from 200 university students. The results indicate significant relationships between self-monitoring, perceived control and self-efficacy with attitude to complaining while self-efficacy and Machiavellianism was significantly related to propensity to complain. In the context of previous complaint behaviour, "complainers" rated significantly higher than "non-complainers" on the basis of self-monitoring and perceived control.
Marketing Accountabilities and Responsibilities, Proceedings of Australian & New Zealand Marketing Academy 2004
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