Academic literature on the topic 'Complaining behaviour'
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Journal articles on the topic "Complaining behaviour"
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Agbonifoh, Bas A., and Pius E. Edoreh. "Consumer Awareness and Complaining Behaviour." European Journal of Marketing 20, no. 7 (July 1986): 43–49. http://dx.doi.org/10.1108/eum0000000004655.
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Ferguson, Graham, and Ian Phau. "A cross‐national investigation of university students' complaining behaviour and attitudes to complaining." Journal of International Education in Business 5, no. 1 (May 4, 2012): 50–70. http://dx.doi.org/10.1108/18363261211261755.
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Kumar, Pankaj. "IMPACT OF CUSTOMER COMPLAINING BEHAVIOUR ON DEFECTION BEHAVIOUR: AN INVESTIGATION ON RETAIL FORMATS IN INDIA." International Journal of Research -GRANTHAALAYAH 4, no. 12 (December 31, 2016): 214–25. http://dx.doi.org/10.29121/granthaalayah.v4.i12.2016.2411.
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The purpose of the study is to examine the effect of complaining behaviour on defection behaviour based on demographics (gender, age, marital status, education and, income level) of the dissatisfied customers of retail stores. A structured questionnaire was successfully distributed to 600 respondents, who had made purchases from sixty retail formats operated in Delhi and Gurugram belonging to the domain of Shopping Malls, Hypermarket, Supermarket, Department Stores, Discount stores and Category Killers through systematic stratified sampling for the collection of data. Out of 377 valid ones questionnaires for analysis, a set of 89 responsents have shown dissatisfaction about the retail store products and services and have taken in this study (N=89). Multiple regression analysis with forward selection was employed to predict the effect of complaining actions on defection behaviour based on demographics (gender, age, marital status, education and, income level) of the dissatisfied customers of retail stores. The study has found a significant effect of complaining actions on defection behaviour of dissatisfied customers of retail stores based on their education qualification and income level. However, gender, age and maritial status of dissatisfied customers did not moderate the the relationship between complaining actions and switching behaviour. The recommendations for managers are also discussed.
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Snellman, Kaisa, and Tiina Vihtkari. "Customer complaining behaviour in technology‐based service encounters." International Journal of Service Industry Management 14, no. 2 (May 2003): 217–31. http://dx.doi.org/10.1108/09564230310474174.
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Stewart, Kate, and Edel McCabe. "The 'Net Effect' on Bank Customer Complaining Behaviour." Marketing Review 6, no. 1 (February 1, 2006): 41–53. http://dx.doi.org/10.1362/146934706776861528.
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Istanbulluoglu, Doga, Sheena Leek, and Isabelle T. Szmigin. "Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour." European Journal of Marketing 51, no. 5/6 (May 8, 2017): 1109–28. http://dx.doi.org/10.1108/ejm-04-2016-0204.
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Purpose The purpose of this paper is to help researchers and practitioners to understand and respond to consumer complaining behaviour (CCB) by developing a taxonomy that addresses the inadequacies of previous consumer complaining taxonomies and models, simplifies the terminology and covers both traditional and new ways of complaining. Design/methodology/approach Based on a systematic review of 210 studies, a concept-centric analysis of CCB literature was conducted. Seminal taxonomies and models of CCB are revisited and a critical evaluation of these is presented. Findings An integrated taxonomy of CCB is proposed which enhances the understanding of complaining in the twenty-first century by clarifying the ambiguities and overlapping constructs in the previous taxonomies. Research limitations/implications The integrated taxonomy of CCB eliminates the ambiguity of previous approaches and introduces more coherent constructs in relation to the theory of CCB. The taxonomy comprehensively defines and describes the range of complaining actions to provide a complete framework. As a result, the authors’ understanding of CCB is developed through a focus on complaining actions, their characteristics and what these actions afford companies in their attempts to deal with complaints (i.e. audience and amount of information available). Practical implications Practitioners can use the integrated taxonomy of CCB to structure their complaint handling processes to obtain maximum customer feedback, to improve their product/service and to retain customers through satisfactorily addressing their complaints. Originality/value Although the literature on consumer complaining is mature, this is the first paper that offers a comprehensive taxonomy that explains CCB while addressing new developments in computer-mediated communications.
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Kaur, Prabhjot, and Sanjeev Kumar Sharma. "A Measure of Consumer Complaining Behaviour in Service Industry." Paradigm 19, no. 1 (June 2015): 37–51. http://dx.doi.org/10.1177/0971890715585200.
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Kraft, Bettina, and Ronald Geluykens. "Complaining in French L1 and L2." EUROSLA Yearbook 2 (August 8, 2002): 227–42. http://dx.doi.org/10.1075/eurosla.2.14kra.
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This paper addresses the linguistic realization of the face-threatening act of ‘complaints’ in native and non-native French discourse. Data were obtained through written Discourse Completion Tasks with German learners of French and native speakers to examine the extent to which L1 complaint strategies differ from L2 ones, the extent to which differences can be attributed to transfer from the L1, and the extent to which complaint behaviour is gender specific. While no direct evidence of pragmatic transfer from the L1 was found, significant differences were found between L1 and L2 in utterance lengths, degree of directness, use of supportive moves, and appearance of downgraders. Some gender specific features were also found.
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Krüger, L., and P. G. Mostert. "The influence of relationship intention on cell phone users’ attitudes towards complaining and complaint behaviour." Southern African Business Review 18, no. 2 (January 29, 2019): 35–64. http://dx.doi.org/10.25159/1998-8125/5677.
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In any service environment, there is a strong possibility that customers’ expectations and the actual service delivery are not in unison. When service failures do occur, customers’ attitudes towards complaining directly influence their actual complaint behaviour. As not all customers want to build relationships with service providers, it is imperative that service providers gain a deeper understanding of the behaviour, and specifically the complaint behaviour, of those customers who do have relationship intentions. The purpose of this study was to determine the influence of relationship intention on customers’ attitudes towards complaining and complaint behaviour following a service failure within the cell phone industry. Convenience sampling was used, and 605 respondents participated in the study. The results indicate that the majority of respondents who participated in this study had a propensity to complain, and that respondents with high relationship intentions are more likely to voice a billing error to their cell phone network provider than respondents with low relationship intentions. Furthermore, relationship intention should be considered as a variable that could influence customers’ attitudes towards complaining and complaint behaviour. The results make a valuable theoretical contribution and have managerial implications for service providers in the cell phone industry.
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Casado-Díaz, Ana B., and Juan L. Nicolau-Gonzálbez. "Explaining consumer complaining behaviour in double deviation scenarios: the banking services." Service Industries Journal 29, no. 12 (November 2, 2009): 1659–68. http://dx.doi.org/10.1080/02642060902793524.
Full textDissertations / Theses on the topic "Complaining behaviour"
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Istanbulluoğlu, Doğa. "An exploration of consumers' online complaining behaviour on Facebook." Thesis, University of Birmingham, 2014. http://etheses.bham.ac.uk//id/eprint/5036/.
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This study explores online consumer complaining behaviour (CCB) on Facebook. The main objectives are: (1) to understand how Facebook is being used as a medium for consumer complaining, and (2) to understand why consumers complain on Facebook. An interpretative research position and multi-method qualitative design was adopted. Netnography, a form of online ethnography, is employed as the research design. First, participant-observational methods examined posts and discussions on Facebook’s official company pages, user-created pages/groups and user profiles. Then, online in-depth interviews were conducted with 37 consumers who were identified through online observations. These interviews were conducted in three forms: text-based, video-based, and email interviewing. The findings shed light on the nature (i.e. customs and manners) of online complaining on Facebook, consumers’ interactions with other consumers and companies, the role of Facebook in the complaint process, consumers’ objectives for complaining on Facebook, and outcomes of these. A key contribution of this study is the development of two models: ‘Integrated Model of CCB’ which aims to explain the organisation of complaining actions by integrating existing CCB theories and ‘Model of online CCB on Facebook’ which describes the range of online complaining actions on Facebook. On the basis of the findings of this study, research implications and recommendations for the management are suggested.
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Grougiou, Vassiliki Elias. "The grey market and the service encounter : an investigation of satisfiers, dissatisfiers and complaining behaviour." Thesis, University of Strathclyde, 2008. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=21944.
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The general aim of the research is to explore the factors that are salient to senior customers' evaluations of service encounters and the effect that these factors might have on senior customers' behavioural reactions and future intentions. This general aim is further analysed into the following research objectives: 1) to explore senior customers' key satisfiers and dissatisfiers with service encounters, 2) to explore the attitudes of senior customers towards the making of complaints about unsatisfactory service encounters, and 3) to explore the factors that influence senior customers' complaining behaviour responses to unsatisfactory service encounters. Taking an interpretative research position, the views of sixty senior customers are sought through the use of in-depth interviews and projective techniques. The selection of the interviewees is the result of heterogeneity and criterion purposive sampling. The analysis of the data for this study is iterative and follows the paths of i) analysis on site, ii) running the data open, iii) focusing the analysis, and iv) deepening the analysis. Analysis and interpretation of this data suggests that a) the majority of the interviewees tend to base their evaluation of their overall service encounter on affective rather than on cognitive issues, b) psychological and emotional limitations appear to be better indicators compared to biological ones of the majority of the interviewed seniors' needs and wants in service provision, and c) interviewees' complaining attitude and behaviour often seem to be mainly driven by their image management. This study illuminates senior customers' needs and wants in the service encounter and provides insights about their behavioural responses when faced with a service failure.
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Hackworth, Naomi Jean, and n/a. "Development and application of a methodology for the evaluation of a health complaints process." Swinburne University of Technology, 2007. http://adt.lib.swin.edu.au./public/adt-VSWT20070928.092053.
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The aim of the current study was to develop and test a methodology that could be
applied to the evaluation of the complaints processes of regulatory bodies of health
professionals in Australia including mental health regulatory bodies such as the board
that the Council of Australian Governments (COAG) are planning to set up to
regulate the psychology profession. The methodology was applied to the evaluation
of the complaints process at the Office of the Health Services Commissioner of
Victoria (HSC). There were four main research questions. The first research
question related to the extent to which the methodology was able to determine how
well the HSC was performing in their role of resolving health complaints. The second
research question explored the implications of the findings of the evaluation of the
HSC complaints process for the management of health complaints in general. The
third research question related to the strengths and limitations of the methodology
when applied in a practical setting and the final research question related to further
improvement of the methodology for future applications. Questionnaires and
telephone interviews were used to examine the experiences of 133 providers and 150
complainants whose complaints had been reviewed and closed in one year. The
methodology proved successful in assessing the performance of the complaints
process at the HSC. The findings of the evaluation indicated that complainants and
providers were generally satisfied with the process by which their complaints were
managed. However, they were in general less satisfied with the outcome. In
particular the evaluation highlighted the unintended negative consequences that
complaints processes can have on the complainants and respondents. It was
concluded that these maladaptive behavioural responses to complaints most probably
have their origins in the negative emotional overlay attached to health complaints
which has the potential to lead to unrealistic expectations of the process and
outcomes on the part of complainants, and maladaptive post-complaint practices for
health service providers. The findings highlight the importance of providing
advocacy and support for the parties involved in health complaints as a means of
minimising these maladaptive responses. Finally, it is acknowledged that these
findings are specific to Australian health regulatory systems.
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Hanif, Basharat, and Hammad Saleem. "How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad." Thesis, Karlstads universitet, Handelshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-30784.
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Alotaibi, Mishal M. "Evaluation of 'AIRQUAL' scale for measuring airlines service quality and its effect on customer satisfaction and loyalty." Thesis, Cranfield University, 2015. http://dspace.lib.cranfield.ac.uk/handle/1826/9651.
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Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines industry too. As a result, many airlines have transformed their marketing strategies, especially with regard to service quality, in order to compete efficiently in the global market. The marketing literature has introduced models of service quality, e.g.: SERVQUAL and AIRQUAL to help organisations measure and enhance customer experiences. SERVQUAL has been extensively researched and applied in many industries. Similarly, AIRQUAL, a model for the airline industry, has been developed but applied only in Cyprus. Moreover, the AIRQUAL scale lacks validity, as its development process is incomplete. This research, therefore, adapted 30-items of AIRQUAL and assessed and validated this revised scale. The validated scale was then applied to the airline industry of Saudi Arabia. Further, a comprehensive model is proposed, where the impact of the validated scale of service quality is tested with its impact on customer satisfaction, attitudinal loyalty, word of mouth, repurchase intentions and complaining behaviour. The assessment and validation process is divided into two main stages: first, qualitative; where four focus group interviews were undertaken that generated 46 items for the adapted scale. These items describe the perceptions of airline customers regarding service quality and were classified on the bases of the scheme proposed by Parasuraman et al. (1988). Second, a three-phase two sample, quantitative, research was performed to derive a validated 30-item scale comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Further, the improved scale was tested in a new market (Saudi market) in order to assess the service quality of Saudi Airlines. A total of 500 self-administered questionnaires were distributed among airline customers. The returned questionnaires underwent thorough screening and cleaning. The reliability of the scale was tested through Cronbach’s Alpha, followed by exploratory factor analysis (EFA), which emerged with five dimensions. The content, convergent and discriminant validities were established. Further scale confirmation was conducted on a sample of US airline passengers. Finally, the proposed model with nine hypotheses was tested, which resulted in statistically significant results for all the proposed hypotheses.
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KrugerKruger, Liezl-Marié Liezl-Marié. "The influence of relationship intention on satisfaction, loyalty and retention following service recovery in the cellular industry / Liezl-Marié Kruger." Thesis, North-West University, 2014. http://hdl.handle.net/10394/11488.
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It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain.
Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. For this reason, the primary objective of this study was to determine the influence of relationship intention on customer satisfaction, loyalty and retention following service recovery within the cellular industry. Supporting the primary objective, a model depicting the influence of respondents’ relationships intentions on satisfaction, loyalty and retention following service recovery was developed. Furthermore, a model depicting the interrelationships of the relationship constructive dimensions of the service recovery process uncovered during this study was also developed.
Through non-probability convenience sampling of adults 18 years and older (residing in Johannesburg and the surrounding residential suburbs) who have used a cell phone network provider for three years or longer, 605 respondents completed interviewer-administered questionnaires. Demographic and patronage information, together with respondents’ relationship intentions, attitudes towards complaining, customers’ complaint behaviour, expectations of service recovery, perceived service recovery as well as satisfaction, loyalty and retention following service recovery, were obtained.
Results indicated that no associations exist between respondents’ levels of relationship intention and their relationship lengths, as well as whether they had contractual agreements with their cell phone network providers. It is therefore recommended that instead of using relationship length or contractual agreements, cell phone network providers should use customers’ relationship intentions to identify customers for relationship marketing purposes. Findings from this study furthermore include that respondents’ relationship intentions influence their propensities to complain, as well as the likelihood that they will voice a complaint regarding dissatisfactory service delivery. It is therefore recommended that cell phone network providers use the opportunity to identify customers with relationship intentions through customers’ complaint behaviour.
This study found that respondents’ relationship intentions influence both their expectations of cell phone network providers to take service recovery action, as well as their perceptions of service recovery. Respondents’ relationship intentions also positively influence their satisfaction, loyalty and retention following service recovery. Based on these findings, it is recommended that cell phone network providers should always take corrective action following service failures (such as billing errors in this study), preferably by including at least an acknowledgement, apology, explanation and rectification of the problem as part of the service recovery efforts. Such a combination of service recovery efforts will increase the satisfaction, loyalty and retention of customers with higher relationship intentions.
From the results it can be concluded that customers’ relationship intentions influence their behaviour with regard to propensity to complain, voicing, expectations of service recovery action, perceptions of service recovery, as well as satisfaction, loyalty and retention following service recovery, when service failures occur. The proposed model developed from these findings results in the recommendation that cell phone network providers should view the service recovery process as an interrelated process influenced by customers’ relationship intentions. Cell phone network providers should note that customers with higher relationship intentions will attempt to salvage the relationship when service failures occur, which contributes to their satisfaction, loyalty and retention following service recovery.
This study contributes to establishing relationship intention theory by confirming the positive influence of customers’ relationship intentions on constructive behaviour when service failures occur. Moreover, practical recommendations concerning cell phone network providers’ response to billing errors are proposed. Future research should address the methodological limitations of this study by using probability sampling, and data should be collected from all South African provinces. Real-time service failures should be considered as opposed to the scenario-based approach used in this study. Important influences on customer behaviour when service failures occur, such as the perceived severity of service failure, service failure type, perceived justice and attributions, should also be considered with regard to their influence on the constructs of this study. Lastly, the antecedents of or differences with regard to customers’ relationship intentions based on personality, generational cohort or population group deserve further attention to establish relationship intention as study field within the domain of relationship marketing.PhD (Marketing Management), North-West University, Potchefstroom Campus, 2014.
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Vahie, Archna. "Civility Matters." Thesis, University of North Texas, 2011. https://digital.library.unt.edu/ark:/67531/metadc68057/.
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While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense negative consequences for uncivil behavior. One question for marketers of businesses is whether lack of civility among front-end personnel can negatively influence sales. This dissertation is an attempt to fill this research gap by exploring responses to uncivil behavior under the theoretical framework of attribution theory. Using the CDSII scale based on attribution theory, experimental research design was used with current civil and uncivil behavior by the store employees and past experiences (positive, negative, and no-experience) with the store as stimulus. The consumers' perception of civility, attributions and behavioral intentions were measured and used as dependent variables. The results of the experiment showed that when a customer discerns employee behavior to be uncivil, the customer's perception of the level of the ability of the employee to control his own behavior decreases. The results of the study enhance the knowledge of two important consumer behaviors, namely complaining and switching behaviors by empirically studying their antecedents in a particular market interaction context. The results imply that it is important to eliminate or minimize any experience that the customer may construe as negative at a store. If practitioners can work towards eliminating or decreasing certain attributions of consumers, they can reduce the switching behaviors and thus impact customer retention rates and future sales. Though this study contributes to marketing theory and provides vital insights to practitioners, this study is but a starting point for further examination of the role of civility in consumer behavior and decision making.
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Ferguson, Jodie Lynne. "Fair or Foul? Determining the Rules of the Fair Pricing Game." Digital Archive @ GSU, 2009. http://digitalarchive.gsu.edu/marketing_diss/13.
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Past research on perceived price fairness has examined outcome fairness, or the fairness of an offered price in respect to other prices (e.g., Campbell 1999a; b). In this research consumers’ perceived fairness of the process used by the retailer to set the price, as well as outcome perceived price fairness (PPF), were examined. In the first of two studies, twelve price-setting practices were evaluated on procedural fairness, pervasiveness (i.e., commonness of price-setting practice in the marketplace), and social acceptability within six contexts. Social acceptability was found to be highest when the price-setting practice was both procedurally fair and perceived to be highly pervasive for a given context. An experiment bridged the two concepts of price fairness by detecting the negative effect of using a socially unacceptable price-setting practice on outcome PPF. Also, evidence of multidimensionality (i.e., a cognitive and an affective dimension) of the PPF construct was confirmed in the second study. Cognitive and affective assessments of PPF were found to bring about greater consumer intention to partake in self-protection behaviors such as complaining, and revenge-seeking behaviors such as posting negative online reviews.
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Costa, Francisco José da. "A influência do valor percebido pelo cliente sobre os comportamentos de reclamação e boca a boca: uma investigação em cursos de pós-graduação lato senso." reponame:Repositório Institucional do FGV, 2007. http://hdl.handle.net/10438/2518.
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Previous issue date: 2007-02-02T00:00:00ZEsta tese tem como tema central o valor para o cliente, e como finalidade principal explorar a relação entre valor e comportamentos de reclamação e de boca a boca. O trabalho justificou-se pela necessidade de uma análise conjunta dos três temas, como forma de viabilizar uma melhor compreensão destes temas como elementos relevantes do paradigma de marketing de relacionamento. Foi desenvolvida uma revisão da literatura sobre cada um dos temas, com maior extensão sobre o valor para o cliente. Em cada um destes foram apontados: uma visão geral dos temas; a discussão conceitual e a relevância teórica e prática de cada assunto; os principais desafios para pesquisa; aspectos relacionados à mensuração; e os desenvolvimentos dos temas no contexto brasileiro. Foi elaborado a partir desta revisão um total de cinco proposições, que geraram dois modelos estruturais aos quais foram agregadas as proposições conceituais associadas aos construtos de benefício e de sacrifício como dimensões de valor para o cliente. Para avaliar os dois modelos, decidiu-se proceder a um levantamento de dados, por meio de um questionário estruturado, junto a estudantes de cursos de pós-graduação lato sensu da área de gestão, na cidade de Fortaleza. Foram coletados 261 questionários, dos quais 248 foram utilizados nas análises. Os modelos foram avaliados a partir da técnica de Modelagem de Equações Estruturais, tendo-se destacado os seguintes resultados: com relação à reclamação, identificou-se que, quanto mais os clientes percebem valor nos serviços, mais se tornam predispostos a reclamar, e mais efetivamente reclamam; quanto ao comportamento de boca a boca, verificou-se que quanto mais valor os clientes percebem, mais são predispostos a tais comunicações, e efetivamente falam mais intensamente e mais favoravelmente. Adicionalmente, foram identificadas algumas dificuldades com as proposições conceituais, e com os antecedentes do valor. Com base nos resultados, são apontadas algumas recomendações para outras pesquisas envolvendo os temas em questão, como forma de superar as limitações identificadas, e de avaliar os problemas identificados em cada um dos temas.
This dissertation has the customer value as the main subject, and the main purpose was to analyze the relationship of value with complaining and word-of-mouth behaviors. The research is justified for the necessity of a scientific analysis putting the three subjects together, in order to make possible a better comprehension of them as elements of the marketing relationship paradigm. This way, it was done a research on the academic literature of each subject, more extensively on customer value. For each subject, it was appointed: an overall analysis; a discussion about the concepts and the theoretical and practical relevance; the main challenges for academic research; aspects of measurement; and the development of researches on the subject in the Brazilian context. From the literature evaluation, five propositions were developed, what generated two different structural models. Conceptual propositions related to the benefits and sacrifices dimensions related to customer value concept were also put in the models. In order to evaluate the two models, a questionnaire was prepared, and the data collected with students of management lato sensu post graduate courses from Fortaleza. A total of 261 questionnaires were collected, and 248 were used in the analysis. Structural Equation Modeling were used to evaluate the models, and the main results were: related to complaining behavior, it was identified that value perceived influences positively the complaining intention, and the action of complaining; related to word-of-mouth, it was identified that value perceived influences positively the word-of-mouth intention, and also the behavior intensity and favorability. In addition, some difficulties were found relating the value conceptual propositions, both with the benefits and the sacrifices dimensions. From the results, some research recommendations involving the subjects were suggested, as a way to solve the limitations of this research, and to evaluate the problems identified in each one of the subjects.
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Drewery, David. "Understanding Complaining Behaviour and Users' Preferences for Service Recovery: An Experiment." Thesis, 2014. http://hdl.handle.net/10012/8132.
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Many services fail. Failures are those encounters during which the user assesses the service as flawed (Maxham & Netemeyer, 2003; Palmer, Beggs, & Keown-McMullan, 2000), or improper (Maxham, 2001). An emergent service failure literature has determined that such failures play an important role in user perceptions and subsequent behaviours. The present study sought to discover the ways in which possible users responded to an ambiguous service failure. The purpose of the study was to twofold: (a) to understand the situational, emotional, and dispositional factors which influence users??? likelihood of complaining behaviours; (b) to develop connections between these factors and users??? preferences for service recovery. We were guided by several research questions including: RQ1: When the cause of the failure is ambiguous, to what/whom do users attribute blame? RQ2: How well do attribution of blame and perceived failure severity predict negative emotions? RQ3: What is the relative influence of each negative emotion in predicting the likelihood of each complaining behavior? RQ4: Does user disposition intervene in the relationship between emotion and complaining? RQ5: What is the role of appraisals and emotion in determining service recovery preferences?
Borrowing from the service quality, consumer behaviour, health, and therapy literatures, we develop a conceptual framework for answering our questions. Consistent with recent research, we conceptualized that negative emotions following service failures were dependent on users??? appraisals of the situation. Specifically, we looked at the effects of failure severity and attribution of blame on anger, frustration, shame, guilt, regret, and dissatisfaction. We then conceptualized complaining behaviour as a coping mechanism for these negative emotions, and preferences for service recovery as manifestations of immediate desires users would have to address their emotions.
To test our theory, an experiment with hypothetical scenarios and a survey instrument was developed. We manipulated two conditions (time lost and money lost) at different points in the survey while participants while self-selected into an attribution of blame condition (Self, provider, other). Undergraduate students at the University of Waterloo (n=288) served as the sample. The questionnaire assessed such variables as attitudes towards complaining, locus of control, tendency for avoidance, emotional response, complaining behaviours, and preferences for service recovery.
Results from multivariate analyses confirmed that appraisals help predict negative emotions, and that negative emotions influence complaining behaviours. Results also demonstrated that appraisals and emotions do begin to explain variance in service recovery preferences. Contrary to the interactionist approach, results failed to support the notion that personal dispositions (such as attitudes and personality traits) moderate the relationship between situational factors and behaviour.
Finally, conclusions for the study are made, and implications for future research and the design of service recovery strategies are discussed.
Books on the topic "Complaining behaviour"
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McCabe, Margaret Edel. An investgation in to the consumer complaining behaviour of online bank customers in Northern Ireland. [S.l: The Author], 2004.
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Berry, Joy Wilt. A children's book about complaining. [Danbury, Conn.]: Grolier Books, 1988.
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Coping and complaining: Attachment and the language of dis-ease. New York, NY: Brunner-Routledge, 2003.
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior (8th 1984 Louisiana State University). Consumer satisfaction, dissatisfaction, and complaining behavior: Combined proceedings : papers from the Eighth Conference, Louisiana State University, Baton Rouge, Louisiana, March 8-10, 1984 and the Ninth Conference, Phoenix, Arizona, February 20-21, 1985. Edited by Hunt H. Keith, Day Ralph L, Indiana University. Dept. of Marketing., and Conference of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior (9th : 1985 : Phoenix, Ariz.). Bloomington: Dept of Marketing, School of Business, Indiana University, 1985.
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Complaining, Teasing, and Other Annoying Behaviors. Yale University Press, 2003.
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Kowalski, Robin M. Complaining, Teasing, and Other Annoying Behaviors. Yale University Press, 2008.
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Kowalski, Robin M. Complaining, Teasing and Other Annoying Behaviors. Yale University Press, 2014.
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Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior. Brigham Young Univ Graduate School, 1991.
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Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior. Brigham Young Univ Graduate School, 1989.
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Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior. Brigham Young Univ Graduate School, 1988.
Find full textBook chapters on the topic "Complaining behaviour"
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Kowalski, Robin M., and Janet R. Erickson. "Complaining." In Aversive Interpersonal Behaviors, 91–110. Boston, MA: Springer US, 1997. http://dx.doi.org/10.1007/978-1-4757-9354-3_5.
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Henthorne, Tony L., Alvin J. Williams, and Kate Pounders. "Consumer Complaining Behavior: An Ethnic Triangulation Perspective." In Marketing Challenges in a Turbulent Business Environment, 689–90. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-19428-8_167.
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Hossain, Muhammad Ismail, Harmen Oppewal, and Dewi Tojib. "Coping with Negative Consumption Experiences: How Attribution Influences Disappointment, Regret, Word of Mouth and Complaining Behaviours." In Looking Forward, Looking Back: Drawing on the Past to Shape the Future of Marketing, 684–87. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-24184-5_166.
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Mullen, Paul E. "Querulous behaviour: vexatious litigation, abnormally persistent complaining and petitioning." In New Oxford Textbook of Psychiatry, 1977–81. Oxford University Press, 2012. http://dx.doi.org/10.1093/med/9780199696758.003.0264.
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The querulant pursue their vision of justice through litigation in the court, through petitions to the powerful, and finally through the various agencies of accountability. In practice all three avenues are often explored. In the nineteenth and early twentieth century it was the civil courts in which these dramas were usually played out. Today the main burden falls on the complaints organizations. After a brief historical overview, this chapter addresses clinical features, clinical assessment, and management.
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Dandona, Anu. "The Impact of Parental Substance Abuse on Children." In Advances in Psychology, Mental Health, and Behavioral Studies, 30–42. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0228-9.ch003.
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Substance abuse is a difficult situation for anyone to deal with, but the problem is compacted when children are involved. Parents who are substance abusers may knowingly or unknowingly be causing a number of problems for their child. Substance abuse in a parent can lead to child abuse and neglect. A child can develop anxiety; this can include overachievement, constant need to please others, fear of harm coming to the family, and concern about getting home on time. Children can experience depression including symptoms like fatigue, listlessness, and no interest in pleasurable activities. For a child with a parent who abuses drugs or alcohol, there is a strong likelihood they will experience psychosomatic illness and complaining often about not feeling well. The child may also show behaviours evident of regression, including thumb-sucking, enuresis and infantile behaviour. Phobias can occur, which sometimes are about attending school. Some additional effects on a child can include low self-esteem and social isolation. These can encompass difficulty making decisions, self put downs, reluctance to try new activities, keeping to one's self, no friends and avoiding peer contact. This chapter aims to describe and increase awareness of the harmful effects of parental substance abuse on children. Therefore, the trends in substance abuse are being discussed to give the reader an understanding of the widespread and complex social phenomenon and the ones most affected; the children.
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Dandona, Anu. "The Impact of Parental Substance Abuse on Children." In Substance Abuse and Addiction, 128–40. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7666-2.ch006.
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Substance abuse is a difficult situation for anyone to deal with, but the problem is compacted when children are involved. Parents who are substance abusers may knowingly or unknowingly be causing a number of problems for their child. Substance abuse in a parent can lead to child abuse and neglect. A child can develop anxiety; this can include overachievement, constant need to please others, fear of harm coming to the family, and concern about getting home on time. Children can experience depression including symptoms like fatigue, listlessness, and no interest in pleasurable activities. For a child with a parent who abuses drugs or alcohol, there is a strong likelihood they will experience psychosomatic illness and complaining often about not feeling well. The child may also show behaviours evident of regression, including thumb-sucking, enuresis and infantile behaviour. Phobias can occur, which sometimes are about attending school. Some additional effects on a child can include low self-esteem and social isolation. These can encompass difficulty making decisions, self put downs, reluctance to try new activities, keeping to one's self, no friends and avoiding peer contact. This chapter aims to describe and increase awareness of the harmful effects of parental substance abuse on children. Therefore, the trends in substance abuse are being discussed to give the reader an understanding of the widespread and complex social phenomenon and the ones most affected; the children.
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Summerfield, Julian, and Michael Yousif. "Descriptive Psychopathology." In Oxford Assess and Progress: Psychiatry. Oxford University Press, 2014. http://dx.doi.org/10.1093/oso/9780199665662.003.0010.
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Psychopathology is ‘the systematic study of abnormal experience, cognition and behaviour; the study of the products of a disordered mind’ (Sims, 2002). Descriptive psychopathology refers to a particular approach to the assessment and understanding of the signs and symptoms of mental disorder and forms the basis of clinical psychiatry. The term descriptive in this context refers to a necessarily value- and theory-free interpretation of the mental and behavioural phenomena a patient presents with. For students of medicine and psychiatry, it is essential to understand the significance of this and the rationale behind it. Psychiatry is unique among the medical specialties in that there are few objective clinical signs and no biomarkers (at least in vivo) which indicate the presence or otherwise of specific mental disorders. Contrast this with bodily disorders whose features are physical and objective; they lend themselves to being measurable, quantifiable, and therefore reliable to assess. Features of mental disorders present through behaviour and experience (thoughts, feelings, perceptions); they are internal and essentially subjective. This renders psychopathological phenomena elusive to clinical assessment in the way physical disorders are, leaving psychiatry in somewhat of a quandary; how to establish a reliable and valid system of assessing subjective phenomena? Furthermore, there needs to be a safeguard against the undue influence of bias caused by personal value judgements when interpreting subjective phenomenon. A chest X-ray showing a lobe consolidation or a blood test showing anaemia is open to far less interpretation than a person complaining of low mood or hearing voices. A further challenge in addition to that posed by the subjective nature of psychopathological phenomena is that of the absence of established aetiological mechanisms of mental disorders. Whether they are caused by physical changes in the brain or are social phenomena caused by experience (or some combination) remains contentious. Indeed, this debate continues to strike at the very concept of mental disorder. Therefore, clinical assessment of a person presenting with mental disorder must enable accessing and understanding the patient’s inner world; it must be based on a system that is value-free so as to avoid the undue influence of the personal beliefs of the clinician; and it obviously cannot be reliant on thus-far absent aetiology.
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Clark, Michael R. "Headaches and Chronic Pain." In Psychiatric Aspects of Neurologic Diseases. Oxford University Press, 2008. http://dx.doi.org/10.1093/oso/9780195309430.003.0012.
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Pain has been defined as ‘‘an unpleasant sensory and emotional experience associated with actual or potential tissue damage, or described in terms of such damage’’ (Lindblom et al., 1986). Table 5–1 contains definitions of terms commonly used to describe pain sensations (Merskey et al., 1986). Pain is the most common reason a patient presents to a physician for evaluation. The U.S. Center for Health Statistics found that 32.8% of the general population suffers from chronic pain symptoms (Magni et al., 1993). Many factors can influence patients’ reports of pain, including medical and psychiatric disorders, social circumstances, disease states, personality traits, memory of past pain experiences, and personal interpretations of the meaning of pain (Clark and Treisman, 2004). There is no simple algorithm for determining whether the cause of pain is psychologic or neurologic (Clark and Chodynicki, 2005). The clinical evaluation of patients complaining of pain should be comprehensive and incorporate the patient’s descriptions of pain (ie, location, intensity, duration, precipitants, ameliorators); observations of pain-related behaviors (eg, limping, guarding, moaning); descriptions of problems performing activities; and neurologic and psychiatric examinations (Clark and Cox, 2002). Post-herpetic neuralgia (PHN) is defined as pain persisting or recurring at the site of shingles at least 3 months after the onset of the acute varicella zoster viral rash. PHN occurs in about 10% of patients with acute herpes zoster. More than 50% of patients older than 65 years of age with shingles develop PHN, and it is more likely to occur in patients with cancer, diabetes mellitus, and immunosuppression. During the acute episode of shingles, characteristics such as more severe pain and rash, presence of sensory impairment, and higher levels of emotional distress are associated with developing PHN (Schmader, 2002). Most cases gradually improve, with only about 25% of patients with PHN experiencing pain 1 year after diagnosis. Approximately 15% of patients referred to pain clinics suffer from PHN. Early treatment of varicella zoster with low-dose amitriptyline (25–100mg QD) can reduce the prevalence of pain at 6 months by 50% (Bowsher, 1997).
Conference papers on the topic "Complaining behaviour"
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Turan, Nurcan, and Nuri Calik. "CONSUMERS' POST-PURCHASE BEHAVIOR IN TERMS OF COMPLAINING, ASSERTIVENESS AND DISCONTENT; A FIELD STUDY FROM ESKISEHIR, TURKEY." In 5th Economics & Finance Conference, Miami. International Institute of Social and Economic Sciences, 2016. http://dx.doi.org/10.20472/efc.2016.005.027.
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