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  • Examining Self-Monitoring, Perceived Control, Self-Efficacy and Machiavellianism in the Context of Complaint Behaviour

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    Author(s)
    Bodey, Kelli
    Grace, Debra
    Griffith University Author(s)
    Grace, Debra A.
    Bodey, Kelli L.
    Year published
    2004
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    Abstract
    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 ...
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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.
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    Conference Title
    Marketing Accountabilities and Responsibilities, Proceedings of Australian & New Zealand Marketing Academy 2004
    Publisher URI
    https://anzmac.wildapricot.org
    Copyright Statement
    © The Author(s) 2004. The attached file is posted here with permission of the copyright owners for your personal use only. No further distribution permitted. For information about this conference please refer to the publisher's website or contact the authors.
    Publication URI
    http://hdl.handle.net/10072/2392
    Collection
    • Conference outputs

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