scholarly journals The Effect of Perception and Attitude Toward Consumer Complaint Behavior

2013 ◽  
Vol 11 (09) ◽  
pp. 17-24
Author(s):  
Rizal Edy Halim ◽  
Filipus Christian
Keyword(s):  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

Consumer Complaint Behavior in the Online Environment

2011 ◽  
pp. 90-106 ◽  
Author(s):  
Ji-Young Hong ◽  
Wei-Na Lee
Keyword(s):  
Communication Channel ◽  
Online Communication ◽  
The Internet ◽  
Practical Implementation ◽  
Negative Experiences ◽  
Consumer Complaint ◽  
Psychological Mechanisms ◽  
Managerial Implications ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

The emergence of the Internet and its communication capabilities have changed the way consumers communicate their negative experiences with products and services. This chapter offers a comprehensive assessment of the Internet as a viable complaint communication channel and details its related threats and opportunities. An integrated conceptual model of consumer complaint behavior is proposed. It is suggested that an in-depth understanding of the psychological mechanisms that underlie consumer complaint behavior and the characteristics of online communication as well as the characteristics of the business may be essential in taking advantage of the Internet as a complaint communication channel. Managerial implications and recommendations for practical implementation are also suggested.

scholarly journals The Effect of Perception and Attitude Toward Consumer Complaint Behavior

2013 ◽  
Vol 11 (9) ◽  
pp. 17-24 ◽  
Author(s):  
Rizal Edy Halim ◽  
◽  
Filipus Christian
Keyword(s):  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

Consumer Complaint Behavior Scale

2016 ◽  
Author(s):  
Suné Donoghue ◽  
Chanelle van Oordt ◽  
Nina Strydom
Keyword(s):  
Consumer Complaint ◽  
Behavior Scale ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

Cross-national differences in complaint behavior: cultural or situational?

2018 ◽  
Vol 32 (7) ◽  
pp. 913-924 ◽  
Author(s):  
Jeffrey G. Blodgett ◽  
Aysen Bakir ◽  
Anna S. Mattila ◽  
Andrea Trujillo ◽  
Claudia Quintanilla ◽  
...  
Keyword(s):  
Perceived Risk ◽  
Situational Factors ◽  
Content Type ◽  
Consumer Complaint ◽  
National Differences ◽  
The World ◽  
The Usa ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Cross National

Purpose Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies, however, have not recognized that retail policies (regarding returns and exchanges) in the USA are much more liberal and “consumer friendly” than in other parts of the world, and thus it is possible that their conclusions are flawed. The purpose of this study, therefore, was to determine the extent to which cross-national differences in complaint behavior are due to cultural vs situational factors. Design/methodology/approach To examine this issue, a two-part study was conducted. Study 1 compared consumers living in China, India and Mexico to cohorts who immigrated to the USA. Study 2 compared individuals from those same countries to subjects who are native to the USA. Findings The findings indicate that situational factors (i.e. consumer-oriented vs restrictive refund/return/exchange policies) have a large impact on consumer complaint behavior (i.e. redress, negative-word-of-mouth and exit), and that the effects of culture are minor. Research limitations/implications To infer cause-effect, and establish scientific theory, one must rule out alternative hypotheses. Researchers who are investigating cross-cultural complaint behavior must take situational factors into account. Practical implications With the emergence of “global consumers” consumer expectations around the world are changing. Astute retailers should institute and promote more liberal return policies, thereby mitigating consumers’ perceived risk. Originality/value This study dispels the notion that culture is responsible for differences in cross-national consumer complaint behavior.

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