Abstract
ABSTRACT Third-party consumer complaints are relatively under-studied despite being the most effortful variant of consumer complaining behavior (CCB). We address this gap by performing a qualitative thematic analysis on adjudicated legal claims selected through multiphase sampling. Through a mix of the inductive and deductive approaches, under-emphasized themes of the phenomenon are extracted from the perspectives of the disputants, adjudicator(s), and the system at the macro level and then summarized into an actionable grievance continuum. We contribute to theory, practice, and policy by linking the hitherto separate domains of market-shaping and consumer complaints and delineating systemic challenges in managing consumer claims.
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