The role of tie strength on consumer dissatisfaction responses

Wan Yang, Anna S. Mattila

Research output: Contribution to journalArticlepeer-review

52 Scopus citations


This study examines the impact of tie strength and service failure type on consumers' behavioral intention (voice complaint and negative Word-of-Mouth) in a restaurant context. Overall, the results indicate that tie strength significantly reduces consumers' intention to spread negative Word-of-Mouth, but it fails to influence their complaint intention. In addition, failure type plays an important role on consumers' complaint behavior; consumers are more willing to voice a complaint after a core service failure than after an interactional service failure.

Original languageEnglish (US)
Pages (from-to)399-404
Number of pages6
JournalInternational Journal of Hospitality Management
Issue number2
StatePublished - Jun 2012

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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