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Title: Self-confidence and intention(s) to complain : should general or specific self-confidence predict consumer intention(s) to complain?
Author: Oney, Emrah
Awarding Body: Swansea University
Current Institution: Swansea University
Date of Award: 2012
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In the field of complaining behaviour, self-confidence has long been recognized as an influential factor. However, in previous studies of complaining behaviour the construct of 'self-confidence' has not been distinguished according to general and specific conceptualizations, thus the present research efforts recognizes the refinement of self-confidence as important in order to comprehensively evaluate its effect on complaining behaviour. Thus, until now it has not been established whether: (i) this influence is attributed to general or specific self-confidence; (ii) the dis/agreement (in/congruence) involving general and specific modes of self-confidence has an effect on complaining behaviour; (iii) there is an interaction between general and specific self-confidence; and (iv) both types of self-confidence are of equal managerial relevance. This study represents the first attempt to address these gaps in the literature by delineating self-confidence as general and specific conceptualizations and examining their (individual and combined) effects on behavioural intention(s) to complain. Furthermore, an evolutionary/novel perspective has been adapted to provide an alternative explanation of the nature of general and specific self-confidence as well as their relationship.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available