Article information
RESUMEN
El objetivo de este trabajo es analizar la contribución que tiene una serie de determinantes en el comportamiento de queja con el fin de identificar la combinación que mejor explica las respuestas de queja, a terceras partes y privadas. Utilizando el contexto de los restaurantes y la metodología basada en modelos de regresión múltiple (método secuencial de estimación paso a paso), los resultados más relevantes indican que la probabilidad de éxito de la queja es la variable que mayor influencia tiene sobre las respuestas de queja, mientras que es el nivel de insatisfacción en el caso de las respuestas privadas.
PALABRAS CLAVE:
Insatisfacción
Comportamiento de queja
Respuestas de queja
Respuestas privadas
ABSTRACT
The aim of this paper is to analyze the contribution that a set of the determinants has on the complaint behavior, with the purpose of identifying which combination of them can explain better the complaint responses, third parties responses and private responses. Our study has been made in the restaurants' context, and the methodology has been based on multiple regression models (Stepwise Method Regression). The most relevant results indicate that the probability of complaint's success is the variable that greater influence has on the compliant responses, whereas the level of dissatisfaction has the greater effect on private responses.
KEYWORDS:
Dissatisfaction
Complaining behavior
Complaint responses
Private responses
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