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The Role of Public and Private Complaining in Satisfaction with Problem Resolution
Author(s) -
BEARDEN WILLIAM O.,
OLIVER RICHARD L.
Publication year - 1985
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.1985.tb00353.x
Subject(s) - complaint , path analysis (statistics) , psychology , social psychology , political science , statistics , mathematics , law
The results of a two‐phase panel study were used to investigate the relationships among satisfaction with complaint resolution, reports of public and private complaining, and hypothesized antecedents of complaint behavior. Path analysis of a theoretical model of complaint behavior suggested that the degree of public complaining was positively related to satisfaction with the eventual outcome of the problem while the extent of private complaining had a significant negative relationship. Analysis of the antecedents showed that only monetary cost associated with the problem was positively related to both public and private complaints, underscoring the difficulty of predicting complaining from personal characteristics.