An exploratory study of consumer complaining

Complaining to the manufacturer when a favorite product is discontinued. The three variables most closely associated with Factor III are 8 having no difficulty complimenting or praising others, 9 finding no difficulty maintaining eye contact in a conversation, and 10 disagreeing with the statement that bullfight watchers would be given a taste of the suffering of the bull.

However, 13 feeling at times so angry that one could resort to physical assault is also represented by the factor. In the complaining model, the parameter estimate for problem severity was significant. For one thing, it would be expected that the dissatisfaction experienced by a non-assertive consumer will produce undue anxiety so that the range of available remedy options becomes restricted.

Respondents were administered the following instruments: No significant differences resulted, indicating considerable homogeneity across the severity groupings. Folkes provided other empirical evidence of the importance of attributions and of the affective dimension in complaining from a study using retrospective self-reports of unsatisfactory restaurant experiences.

Although the assertiveness model does not postulate completely dichotomous traits, it clearly distinguishes between assertive and aggressive behavior. Factor V displays a high weight. It is sometimes claimed that this is indeed the essence of personality, since it deals with the ways in which people cope with the barriers of goal-directed behavior and the frustration that result when expectancy is violated.

Research on the effects of assertive training has reported increased self-esteem, increased positive reaction from others, and reduced anxiety in social situations for persons having gone through a training program.

Except from the benefits of having a pre-specified model guide analysis and selection of measurement items, the methodology used follows the pattern of the numerous studies on life-style and psychographics, utilizing factor analysis and regression.

Table 2 presents classification of the factors according to their portrayal of aggressiveness and assertiveness. Also, it is clear that assertiveness depends on the situation as perceived by the individual. The questionnaire was delivered to the units which had responded to the first questionnaire and collected over a one-week period with repeated personal call-backs.

Complaining to the manufacturer when the product fails to meet prior expectations. The statements were taken from Alberti and Emmons and Evans While progress has been made in identifying selected relationships, it is evident that much remains to be learned about the determinants of consumer complaining.

H1 Problem severity, attribution of controllability of the cause of the problem, and perceived management responsiveness should correlate with complaining in the following manner: Consequently, one would expect that both assertive and aggressive individuals would be more likely than non-assertive individuals to complain to a company if dissatisfied with the product or service.

And from a public policy perspective, complaints may aid the development and targeting of consumer protection and market regulatory programs. The training programs essentially include the following steps: The more responsive management is perceived to be, the higher the ratio of expected return to effort expanded, and the more likely the consumer is to consider the effort worthwhile.

While this factor represents a mixture of variables that complicates its interpretation, on the whole, it does not include much assertiveness nor aggressiveness. Folkes and her colleagues Folkes ; Folkes, Koletsky and Graham investigated complaining behavior from the perspective of attribution theory.

A strong positive correlation between these two variables was predicted by H2. Of a total of 25 buildings in the complex, six buildings contained the affected units.

Shortly after the onset of-the loss of gas services, residents of each affected units were approached and asked to complete a questionnaire.

An exploratory study of consumer complaining behaviour (CCB) in Saudi Arabia

Complaint behavior is often thought to be related to personality Landon,but empirical studies have rarely addressed this issue. The results are summarized in Table 1.

The purpose of this study was, then, to examine the relationships between assertiveness, aggressiveness, and consumer complaining. It measures constructs related to complaining and word of mouth at the time of problem occurrence, and measures the reactions of all study participants to the same problem.

While level of involvement has not been systematically varied to date in studies of consumer response to dissatisfaction, the present study captures the-effects of problem severity, inconvenience, attributions or controllability of the cause of product failure, and perceived responsiveness of management s a highly involved consumption situation.

In contrast, Wall, Dickey, and Talarzyk found that propensity to complain was related to a personality-like factor extracted from a set of ad-hoc AIO statements.

From a managerial perspective, complaints represent potentially valuable information to guide marketing strategy. In nine of the units, respondents to the first survey had moved during the two-month interval between surveys. The actual cause of the break in the line children playing had punctured it with a large rock was never communicated to the residents by the management and was generally unknown to residents.

Factor III includes what appears to be "congeniality" or "high regard for human beings" but is difficult to interpret when the whole set of weights is considered.CONSUMER COMPLAINING AND WORD OF MOUTH ACTIVITIES: FIELD EVIDENCE. No a priori hypothesis is offered regarding this exploratory test.

THE STUDY. and John L. Graham (), "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, 13 (March), An exploratory study was conducted to obtain a better understanding of customer complaint behaviour (CCB) in Saudi Arabian electrical goods retailing.

Recognising the purchasing presence of a large, non-Saudi resident population linked to guest. An exploratory study was conducted to obtain a better understanding of customer complaint behaviour (CCB) in Saudi Arabian electrical goods retailing.

A Measure of Consumer Complaining Behaviour in Service Industry

Recognising the purchasing presence of a. Abstract This paper presents an exploratory study intended to obtain a better understanding of consumer complaint behaviour (CCB) in Saudi Arabia in terms of whether differences exist between Filipino guest workers and Saudi nationals.

1 An exploratory study of customer responses to complaint Web sites 1 Introduction The World Wide Web has become increasingly important in shaping opinions about. An exploratory investigation of the consumer religious commitment and its influence on store loyalty and consumer complaint intentions Sood, J.

and Nasu, Y. (), “ Religiosity and nationality: an exploratory study of their effect on consumer behavior in précis of the article “An exploratory investigation of the consumer.

An exploratory study of consumer complaining
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