Concepedia

Complaint Propensity

Complaint Propensity is a psychological construct representing an individual's inherent likelihood or tendency to express dissatisfaction in response to a perceived service failure or product deficiency, distinguishing it from related behavioral intentions by emphasizing dispositional readiness over situational reaction.

25

Publications

1.4K

Citations

72

Authors

52

Institutions

Publications per year

2017–2026

5

Parents

Publications

25

Propensity To Complain: Effects of Personality and Behavioral Factors

Doğan Gürsoy, Ken W. McCleary, Lawrence R. Lepsito · Journal of Hospitality & Tourism Research · 2007 · 125 citations

, , +17

Determinants of Consumer Complaint Behaviour:

Kau Ah Keng, Daleen Richmond, Serene Han · Journal of International Consumer Marketing · 1995 · 116 citations

, , +13

The Benefit of Becoming Friends: Complaining after Service Failures Leads Customers with Strong Ties to Increase Loyalty

Nita Umashankar, Morgan K. Ward, Darren W. Dahl · Journal of Marketing · 2017 · 103 citations

, , +17

Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes

Arne K. Albrecht, Gianfranco Walsh, Sharon E. Beatty · Journal of Service Research · 2016 · 99 citations

, , +17

Contrasting “complainers” with “non‐complainers” on attitude toward complaining, propensity to complain, and key personality characteristics: A nomological look

Kelli Bodey, Debra Grace · Psychology and Marketing · 2007 · 97 citations

, , +12

1–5 of 25

Authors

72

  1. IP
    Ian Phau

    Curtin University, Australia

    2 publications · 100 citations

    2

    h-index

  2. GW
    Gianfranco Walsh

    Friedrich Schiller University Jena, Germany

    2 publications · 147 citations

    2

    h-index

  3. YW
    Yonggui Wang

    University of International Business and Economics, China

    1 publications · 34 citations

    1

    h-index

  4. DD
    David Dose

    University of Exeter, United Kingdom

    1 publications · 48 citations

    1

    h-index

  5. MG
    Marcel Goldberg

    Inserm, France

    1 publications · 83 citations

    1

    h-index

1–5 of 72

Institutions

52

  1. Friedrich Schiller University Jena

    Jena, Germany

    2 h-index

    5 publications

    342 citations

  2. Hong Kong Baptist University

    Hong Kong, Hong Kong

    2 h-index

    3 publications

    76 citations

  3. Curtin University

    Perth, Australia

    2 h-index

    4 publications

    200 citations

  4. University of Stavanger

    Stavanger, Norway

    1 h-index

    1 publications

    17 citations

  5. Loyola University New Orleans

    New Orleans, United States

    1 h-index

    1 publications

    34 citations

  6. Hôpital Paul-Brousse

    Villejuif, France

    1 h-index

    6 publications

    498 citations

  7. University of North Carolina Wilmington

    Wilmington, United States

    1 h-index

    1 publications

    34 citations

  8. Centre de recherche en Epidémiologie et Santé des Populations

    Villejuif, France

    1 h-index

    6 publications

    498 citations

1–8 of 52

Venues

  1. Journal of Service Research

    JSR · 3 publications · 224 citations

    3

    h-index

  2. Psychology and Marketing

    3 publications · 240 citations

    3

    h-index

  3. Journal of Services Marketing

    2 publications · 68 citations

    2

    h-index

  4. Journal of Hospitality & Tourism Research

    JHTR · 2 publications · 161 citations

    2

    h-index

  5. International Journal of Consumer Studies

    1 publications · 17 citations

    1

    h-index

1–5