To date, the literature on service failure and recovery has tended to be focused on bricks-and-mortar stores. In this study the relationships among service failures, consumer complaint behaviors, and service recovery expectations in an online setting were investigated. Data were collected from 252 respondents in a questionnaire survey. Results of multiple regression analysis show that personality traits in terms of Type A and locus of control may moderate the relationships among e-service failures, consumer complaint behaviors, and service recovery expectations. When e-service failures occur, Type A and internally oriented consumers engage in aggressive complaint behaviors and expect high service recovery efforts. Conversely, Type B and externally oriented consumers tend to tolerate e-service failures and refrain from complaining. Finally, theoretical and managerial implications are discussed.
- Type A; locus of control; e-service failure; complaint behavior; service recovery
- CUSTOMER SATISFACTION; JOB-SATISFACTION; ENCOUNTERS; RESPONSES; FAILURES; HEALTH
Huang, J-H., & Chang, C-C. (2008). THE ROLE OF PERSONALITY TRAITS IN ONLINE CONSUMER COMPLAINT BEHAVIOR AND SERVICE RECOVERY EXPECTATION. Social Behavior and Personality, 36(9), 1223-1231. https://doi.org/10.2224/sbp.2008.36.9.1223