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.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:644359 |
| Date | January 2012 |
| Creators | Oney, Emrah |
| Publisher | Swansea University |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
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