Individual differences in opportunistic claiming behavior
Article first published online: 24 JAN 2013
Copyright © 2013 John Wiley & Sons, Ltd.
Journal of Consumer Behaviour
Volume 12, Issue 1, pages 10–19, January/February 2013
How to Cite
Macintosh, G. and Stevens, C. D. (2013), Individual differences in opportunistic claiming behavior. Journal of Consumer Behaviour, 12: 10–19. doi: 10.1002/cb.1398
- Issue published online: 24 JAN 2013
- Article first published online: 24 JAN 2013
- Manuscript Revised: 9 JUL 2012
- Manuscript Accepted: 9 JUL 2012
- Manuscript Received: 5 JAN 2012
This study examines the role of individual difference variables in opportunistic claiming after service failure. Drawing on research in the conflict literature, social value orientation (SVO) and conflict style are investigated as possible influences. The results suggest that both SVO and conflict style impact the amount claimed and opportunistic behavior. This research provides additional insight into why claiming behavior varies even when consumers have the same experience. Copyright © 2013 John Wiley & Sons, Ltd.