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Testing the sufficiency of the theory of planned behavior: a case of customer dissatisfaction responses in restaurants

Testing the sufficiency of the theory of planned behavior: a case of customer dissatisfaction responses in restaurants

International Journal of Hospitality Management 24(4): 475-492

This study tested the sufficiency of both the theory of planned behaviour (TPB) and the extended TPB models by adding the variable of past behaviour. In addition, the present study examined the mediating role of the TPB variables on the relationships between past behaviour and customers' intentions to engage in different types of dissatisfaction responses (i.e., voice, negative word-of-mouth communication, and exit).

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Accession: 004342480

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DOI: 10.1016/j.ijhm.2004.10.006

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