Power Perceptions and Modes of Complaining in Higher Education

Service Industries Journal, Vol. 29, No. 11, pp. 1615-1633, 2009

20 Pages Posted: 3 Nov 2012

See all articles by Avinandan Mukherjee

Avinandan Mukherjee

Clayton State University - University System of Georgia; Montclair State University - School of Business; Rutgers Business School

Mary Beth Pinto

Pennsylvania State University

Neeru Malhotra

Aston University - Aston Business School

Date Written: 2009

Abstract

This study examines the relationship between student perceptions of different types of educator power and different modes of student complaining behaviour in the case of university education. A large sample of marketing students in the business school responded to the study from a state university in Northeastern United States. Factor analysis and canonical correlation analysis are used to explore the relationships between five bases of power perceptions (referent, expert, reward, legitimate, and punishment) and four modes of complaining behaviour (voice, negative word of mouth, third party, and exit). The results indicate that students engage in different modes of complaining as they perceive different types of educator power. The predominant complaining mode is found to be voice under referent or expert power, third party under legitimate power, and exit under reward or punishment power. Our findings offer important implications for student satisfaction, retention, and completion rates in higher education.

Keywords: power perceptions, complaining behaviour, higher education, canonical correlation

Suggested Citation

Mukherjee, Avinandan and Pinto, Mary Beth and Malhotra, Neeru, Power Perceptions and Modes of Complaining in Higher Education (2009). Service Industries Journal, Vol. 29, No. 11, pp. 1615-1633, 2009, Available at SSRN: https://ssrn.com/abstract=2170419

Avinandan Mukherjee (Contact Author)

Clayton State University - University System of Georgia ( email )

College of Business
2000 Clayton State Boulevard
Morrow, GA Metro Atlanta Area 30260
United States
(678) 466-4516 (Phone)
(678) 466-4599 (Fax)

Montclair State University - School of Business ( email )

Partridge Hall
School of Business
Montclair, NJ New Jersey 07043
United States

Rutgers Business School ( email )

Janice H. Levin Bldg., Room 121
94 Rockafeller Road
Piscataway, NJ 08854-8054
United States

Mary Beth Pinto

Pennsylvania State University ( email )

University Park
State College, PA 16802
United States

Neeru Malhotra

Aston University - Aston Business School ( email )

Aston Triangle
Birmingham, B47ET
United Kingdom

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