Customer Complaining: The Role of Tie Strength and Information Control

Journal of Retailing, 84(2), 195-204, June 2008

11 Pages Posted: 12 Oct 2013 Last revised: 18 Oct 2013

See all articles by Vikas Mittal

Vikas Mittal

Rice University

John Huppertz

Union University - Union Graduate College

Adwait Khare

Quinnipiac University

Date Written: October 10, 2008

Abstract

We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and information control were systematically varied in an experiment using a restaurant scenario. In a second study, survey data from patients who experienced dissatisfactory service was collected. The third study used field data from 1,470 customers of an HMO. Results from all three studies showed that, following service failure, complaining is more likely when the tendency for information control is stronger and ties are weaker.

Keywords: Customer complaint, Service quality, Customer loyalty, Tie strength, Customer satisfaction, Service recovery

Suggested Citation

Mittal, Vikas and Huppertz, John and Khare, Adwait, Customer Complaining: The Role of Tie Strength and Information Control (October 10, 2008). Journal of Retailing, 84(2), 195-204, June 2008. Available at SSRN: https://ssrn.com/abstract=2338719

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

John Huppertz

Union University - Union Graduate College ( email )

Schenectady, NY 12308-3151
United States

Adwait Khare

Quinnipiac University ( email )

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