@inproceedings{04892cef78f54eccba5ad5254d391729,
title = "The influence of payer vs partial payers on customers' complaint intentions: The mediating role of embarrassment avoidance",
abstract = "The purposes of this article are to examine the effect of payer vs. partial payers on consumer complaint behavior when encountering service failure and the mediating role of consumers' embarrassment avoidance in the relationship between payer vs. partial payers and complaint intentions. The results demonstrate that paying customers behave higher complaint intentions when they are alone than when in groups under a service failure condition. In addition, customers encountering service failures are more likely to have voice complaints when they are payers than when they are partial payers (either splitting the group check equally or going Dutch). More importantly, the findings of our study support the view that embarrassment avoidance partially mediates the effect of payer vs. partial payers and customers' complaint intentions.",
keywords = "Embarrassment avoidance, Group consumption, Social influence",
author = "Chang, {Chia Jung} and Huang, {Hui Hsiung} and Li, {Pei Ru} and Hung, {Chien Yuan}",
note = "Publisher Copyright: {\textcopyright} 2017 IEEE.; 2017 IEEE International Conference on Applied System Innovation, ICASI 2017 ; Conference date: 13-05-2017 Through 17-05-2017",
year = "2017",
month = jul,
day = "21",
doi = "10.1109/ICASI.2017.7988312",
language = "English",
series = "Proceedings of the 2017 IEEE International Conference on Applied System Innovation: Applied System Innovation for Modern Technology, ICASI 2017",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "1871--1874",
editor = "Teen-Hang Meen and Lam, {Artde Donald Kin-Tak} and Prior, {Stephen D.}",
booktitle = "Proceedings of the 2017 IEEE International Conference on Applied System Innovation",
}