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Individual differences in opportunistic claiming behavior

Authors


Correspondence to: Gerrard Macintosh, College of Business, North Dakota State University, Richard H. Barry Hall, PO Box 6050, Fargo, ND 58108-6050, USA.

E-mail: Gerry.Macintosh@ndsu.edu

ABSTRACT

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.

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