Consumer Frustration in the Customer-Server Exchange: The Role of Attitudes toward Complaining and Information Inadequacy Related To Service Failures
Susskind, Alex M.
Based on the customer-server exchange, this investigation examines the phenomenon of consumer frustration. Specifically, this investigation examines consumers’ perceptions of frustration as it relates to service failure in service-based transactions. The results indicate that consumers’ (a) propensity to complain was related to their perceptions of receiving adequate information in the customer-server exchange regarding service failures, (b) negative attitudes toward complaining was not significantly related to information inadequacy or perceptions of consumer frustration, and (c) perceptions of information inadequacy were significantly related to perceptions of consumer frustration in the customer-server exchange.
customer service; consumer frustration; service failure; information inadequacy
Required Publisher Statement: © SAGE. Final version published as: Susskind, A. M. (2004). Consumer frustration in the customer-server exchange: The role of attitudes toward complaining and information inadequacy related to service failures. Journal of Hospitality & Tourism Research, 28(1), 21-43. doi:10.1177/1096348003257328 Reprinted with permission. All rights reserved.