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Complaint Intentions of Consumers of Pakistan Restaurant Industry
2013
International Journal of Learning and Development
Purpose -The purpose of this paper is to predict which factors can determine consumer's intentions to complain when they meet service failure in restaurant industry. Design/methodology/approach -quantitative data was collected through the instrument of a survey questionnaire. Data were collected from 250 consumers to assess the Influence of attitude, subjective norm, and Self-efficacy on the intention to complain. Findings - The results show that the attitudes toward complaining and
doi:10.5296/ijld.v3i6.6211
fatcat:tbvb4rwvz5h3ritoa4ozlt7b7i