Consumer complaining behavior in hospitality management

2021 ◽  
pp. 1-18
Author(s):  
Petek Tosun ◽  
Selime Sezgin ◽  
Nimet Uray
Keyword(s):  
Hospitality Management ◽  
Complaining Behavior ◽  
Consumer Complaining Behavior

Seasonality of consumers' third-party online complaining behavior

2018 ◽  
Vol 46 (3) ◽  
pp. 459-470 ◽  
Author(s):  
Seungsin Lee ◽  
Jungkun Park ◽  
Hyowon Hyun ◽  
Seungyup Back ◽  
Sukhyung Bryan Lee ◽  
...  
Keyword(s):  
Content Analysis ◽  
Empirical Research ◽  
Critical Incident ◽  
Critical Incident Technique ◽  
Third Party ◽  
Seasonal Differences ◽  
Complaining Behavior ◽  
Online Complaining ◽  
Consumer Complaining Behavior

We examined consumer complaining behavior on a third-party website at different times during a 1-year period, with a focus on seasonal differences in complaints made during the year. We collected 1,799 complaints as data from the website and applied both content analysis and critical incident technique to identify whether or not there were seasonal differences in reasons for reporting complaints and the frequency of complaints. Results showed that there were differences in frequency and type of complaint between the nonholiday shopping season and the holiday shopping season from Thanksgiving to Christmas. Our findings contribute to a topic on which there is a paucity of empirical research.

scholarly journals Determinants of Consumer Complaining Behavior: A study of Pakistan

2013 ◽  
Vol 3 (6) ◽  
pp. 121 ◽  
Author(s):  
Touqeer Ashraf ◽  
Waseem Sajjad ◽  
Muhammad Rizwan ◽  
Dilshad Ahmed ◽  
Haseeb Nazeer
Keyword(s):  
Complaining Behavior ◽  
Consumer Complaining Behavior

A cross-cultural study of consumer complaining behavior: VCR owners in the U.S. and Puerto Rico

1991 ◽  
Vol 14 (1) ◽  
pp. 35-62 ◽  
Author(s):  
Sigfredo A. Hernandez ◽  
William Strahle ◽  
Hector L. Garcia ◽  
Robert C. Sorensen
Keyword(s):  
Puerto Rico ◽  
Cultural Study ◽  
Cross Cultural ◽  
Cross Cultural Study ◽  
Complaining Behavior ◽  
The U.S ◽  
Consumer Complaining Behavior
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