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Journal of Hospitality & Tourism Research
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Propensity To Complain: Effects of Personality and Behavioral Factors

Dogan Gursoy, PhD

Washington State University, dgursoy{at}wsu.edu

Ken W. McCleary, PhD

Virginia Polytechnic Institute and State University, mccleary{at}vt.edu

Lawrence R. Lepsito, PhD

Central Michigan University, lepis1lr{at}cmich.edu

Literature suggests that the antecedents of complaining involve more than dissatisfaction alone; several other factors affect consumers' propensity to complain. This study examined the effects of personality and behavioral factors on consumers' propensity to complain. Findings suggest that consumers' locus of control and their price consciousness have a significant impact on their propensity to complain. Theoretical and managerial implications of these findings are discussed in detail.

Key Words: dissatisfaction • interpersonal influence • locus of control • price consciousness • propensity to complain • service experience

Journal of Hospitality & Tourism Research, Vol. 31, No. 3, 358-386 (2007)
DOI: 10.1177/1096348007299923
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[Abstract] [PDF]