Complaint Behavior Research Articles

Pengaruh Kualitas Layanan terhadap Loyalitas dengan Kepuasan Nasabah sebagai Variabel Mediasi

Customer satisfaction has become a central concept in marketing theory and practice, and is one of the essential goals for business activities. Basically, customer satisfaction and dissatisfaction with a product or service will affect subsequent customer behavior. Customers who are satisfied will show a high probability of customers returning to use the same product or service. According to Syah (2021), satisfied customers also tend to provide good references to the product or service to others. Meanwhile, dissatisfied customers can cause negative attitudes towards the brand or manufacturer or service provider, even distributors, reduced likelihood of repeat purchases, brand switching, and various types of complaint behavior.

Effects of customer inoculation on artificial intelligence service failure

Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint behavior and satisfaction with service recovery, thereby improving the overall service experience. Design/methodology/approach Four distinct studies were conducted: Study 1 investigated the influence of customer inoculation on complaint behavior post-AI service failure. Study 2 assessed the impact of service remedies on customer satisfaction. Study 3 explored the implications of initial purchase and usage intentions. Finally, Study 4 validated the findings using a large-scale online survey. Findings The results indicated that customer inoculation significantly increases customer complaint behavior and satisfaction with service remedies following AI service failures. They also showed that this relationship is mediated by psychological distance. Furthermore, customer inoculation positively affects initial purchase and usage intentions, demonstrating effectiveness at various customer engagement stages. Practical implications This study enriches the literature on AI hospitality service failure and recovery by introducing the novel concept of customer inoculation. Additionally, it significantly contributes to the inoculation theory literature, which covers diverse fields. Practically, this study proposes an efficient and low-cost strategy for marketers. Originality/value This study introduces the concept of customer inoculation in the context of AI service failures, a novel approach in the hospitality and tourism literature. It provides empirical evidence of the efficacy of the strategy, bridging a crucial gap in understanding customer behavior in the face of technological disruptions.

Satisfaction as a function of user justice: a social exchange theory perspective

ABSTRACT This study investigates complaint behaviour as a function of post-satisfaction behaviour stemming from perceptions of justice and security. Grounded in social exchange theory, we propose an integrated framework in which security, expectation confirmation, and dimensions of justice (distributive, procedural, and interactional) influence satisfaction, affecting complaint behaviour towards the eCommerce Digital Supply Chain (DSC) process. Data were collected through a quantitative online survey involving 316 Amazon eShoppers of tech products from the European region. The confirmatory factor analysis results validated the second-order reflective justice construct, encompassing distributive, procedural, and interactional dimensions. Furthermore, the structural relationship results revealed (i) justice and security have a significant impact on eShoppers’ satisfaction; (ii) a significant relationship exists between word of mouth, satisfaction, and eShoppers’ complaint intention. This framework contributes to the existing knowledge base and offers valuable insights for stakeholders in the eCommerce DSC.

Service failure is bound to happen: Unraveling the impact of dissatisfaction, complaint behavior and re-travel intention in travel and tourism industry

Service failure is bound to happen, but dissatisfaction has always been undermined by scholars previously. The present study investigates dissatisfaction factors in travel decision-making leading towards re-travel intention with the help of the expectancy disconfirmation theory (EDT) model. Moreover, complaint behavior mediates the relationship between dissatisfaction and re-travel intention concerning the factors involved in it. For the findings, 434 real-time responses were collected through an offline survey following the lifetime value (LTV) approach. Kaiser-Meyer-Olkin (KMO) and Bartlett's tests were conducted to test the sphericity of the variables one by one. Furthermore, structural equation modeling (SEM) was implied to test the measurement and structural models. All the hypotheses supported and accepted the proposed research questions. The findings reveal that the dissatisfaction factors, with their interaction terms (transaction-based and experience-based), help study the variable dissatisfaction and its multifaceted concept in travel and tourism literature. Moreover, complaint behavior is identified as a key mediating factor in the relationship between dissatisfaction and re-travel intention, suggesting that commuters' response to dissatisfaction, including complaints, shapes their future re-travel intentions. The theoretical implications of the study are substantial, as it advances our understanding of commuter behavior in the context of public transport travel and tourism. Practically, the findings offer actionable insights for public transport authorities and service providers. Understanding the specific dissatisfaction factors influencing re-travel intention allows for targeted interventions to improve service quality and customer experience. Recognizing the importance of effective complaint management systems can help organizations better address customer grievances and mitigate the negative effects of dissatisfaction on re-travel intention.

Impact of Human-Like Empathy of AI Chatbots and Privacy Concerns on Consumer Complaint Behavior in E-Commerce

Impact of Human-Like Empathy of AI Chatbots and Privacy Concerns on Consumer Complaint Behavior in E-Commerce

Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations

Complaint behavior is a response to consumer dissatisfaction after using goods or services. This study aimed to examine the effect of ethnicity and people’s generations on consumer complaint behavior in Indonesia. The variables used were complaint behavior, ethnicity, and generations. The study collected and analyzed 2,100 items of data using descriptive analysis, one-way ANOVA, and multiple linear regression. The findings showed that consumers in Indonesia rarely complain when disappointed with sellers. Generation Y and the Buginese complained more often than other consumer groups. Furthermore, the results showed significant differences in complaint behavior, based on ethnicity and generation. This study also revealed that complaint behavior was significantly influenced by ethnicity and the baby boomer generation.

배달 앱에 대한 불만족이 불평 행동에 미치는 영향

The purpose of this study was to identify dissatisfaction factors and complaint behavior factors for delivery apps and to investigate the influence of dissatisfaction factors on complaint behavior through empirical analysis. To achieve the purpose of this study, a survey using convenience sampling was conducted targeting adults who had experienced dissatisfaction and complaint behavior with delivery apps, focusing on Seoul and the metropolitan area. The questionnaires were distributed from January 15, 2024 to January 29, 2024. 250 of which 15 inappropriate questionnaires were excluded and only 235 were used as final data for empirical analysis. The analysis results are as follows. First, among the dissatisfaction factors with delivery apps, system dissatisfaction had a significant effect on private complaint behavior. Second, among the dissatisfaction factors with delivery apps, system dissatisfaction, cancellation and refund dissatisfaction, and delivery time dissatisfaction had a significant effect on public complaint behavior. The results of this study provided basis for exploring efficient strategic measures for dissatisfaction by identifying the dissatisfaction and complaint behavior of delivery app consumers.

Online complaint behaviour and resolution in hotels: do tripographics factors matter?

ABSTRACT Regardless of the diversity of travellers, meeting customer expectations is essential for the success of hotel business worldwide. How do hoteliers cope with these challenges to meet guest expectations before arrival in terms of different regions and travel purposes? This study analyses travellers’ complaints retrieved from the hotel review website ‘TripAdvisor’ to gain insight. A total of 1,868 travellers’ complaints were analysed using a Two-Way ANOVA factorial design to examine the differences among the home regions of travellers, travel types, and other hotel service attributes. The findings indicate that the home region of travellers has a higher main effect than traveller type on hotel service attributes regarding online complaint behaviour. Finally, family travellers are more likely to complain about cleanliness than couples.

Kualitas Pelayanan, Pengalaman, Kepuasan, dan Perilaku Keluhan Terhadap Loyalitas Pelanggan

The rapid development of online business in Indonesia is increasing because of the character of people in indonesia who always want easy and practical shopping.most of the online businesses themselves use freight forwarding services for export and import activities. This leads to intense competition in the freight forwarding service industry, the purpose of this study to determine the effect of quality of service, customer experience, customer satisfaction or even customer complaint behavior on customer loyalty in the freight forwarding service industry companies.This study was designed using purposive sampling method involving 105 populations of freight forwarder customers. The Data were analyzed using structural Equation Model (SEM) PLS . the results of this study are service quality has a positive and significant effect on customer satisfaction and customer loyalty, customer experience has a positive and significant effect on customer satisfaction and customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer complaint behavior has a negative and significant effect on customer loyalty. In this study can be input to the freight forwarding service industry in order to be fix or improve the quality and good experience for customers so that customers feel satisfied and there are no complaints given, because if customers complain constantly without a solution and no change in the company then there is no customer loyalty.

What pandemic era travel restrictions revealed about aircraft noise, complaints and annoyance—SONICC 2020

At the start of COVID-19 travel restrictions, Toronto Pearson International Airport experienced an approximate 80% reduction in traffic. This gave an unprecedented opportunity to investigate the impacts that a drastic reduction in aircraft noise would have on the communities surrounding the airport. Using the results of the Survey of Noise Impacts on Canadian Communities (SONICC) distributed in the summer of 2020, this research evaluated pre-pandemic and amidst pandemic aircraft noise annoyance in neighbourhoods surrounding Pearson Airport. The research investigated the effects of air traffic reduction on noise levels, complaint behaviour and annoyance. Complaint volumes correlated closely to the number of operations, experiencing a significant reduction. Despite the notable reduction in complaints, many complainants continued to vigorously complain, and some locations even experienced an increase in complaints. Pre-pandemic compared to amidst pandemic annoyance experienced reductions proportional to the average reduction in noise exposure. Despite significant reductions in noise, 33% of pre-pandemic highly annoyed (HA) respondents, remained highly annoyed, suggesting that anything short of a complete halt of operations would result in severe annoyance amongst a portion of the population.

Indonesian Consumer Complaint Behavior: The Role of Information Seeking, Knowledge, Purchase Behavior, and Tendency to Talk

Purpose: This study aimed to determine the effect of information-seeking, knowledge, purchasing behavior, and word-of-mouth on complaint behavior.
 Design/methodology/approach: This study was conducted in rural and urban areas of 28 provinces in Indonesia. The respondents in this study are consumers who have worked (have income) or are married, aged 17-60 years, and have made consumption decisions independently. The respondents totaled 4200 people, including 2175 people in urban areas and 2025 in rural areas. The Kish Grid method used in social research, especially household surveys, was used to determine respondents. The study was conducted through direct interviews with respondents.
 Findings: The results showed that purchasing behavior is influenced by consumer knowledge and information seeking. Purchasing behavior also affects WOM. In addition, complaint behavior is influenced by purchasing behavior, consumer knowledge, and WOM. The results show WOM has a significant effect on complaint behavior.
 Research limitations/implications: Managerial implications for companies providing direct and online complaint services. Managerial implications for the government include providing advertisements related to complaining institutions as complaint services for the public and providing consumer education. The managerial implication for the community is to increase knowledge of consumer rights and consumer protection agencies.
 Originality/value: This is an original study that explores the factors that directly and indirectly cause the complaint behavior of Indonesian consumers. This study provides benefits for Indonesian consumers to pay more attention to seeking information related to a product/service so that they can increase their knowledge, good purchasing behavior, and courage to WOM so that they have a strong reason to complain.

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

AimsWhen patients are harmed by, or dissatisfied with, healthcare, only a minority will lodge a complaint or file a claim for compensation. This survey aimed to investigate complaint behaviour and...

Studying international complaints: a multicultural analysis across two time periods

PurposeThis paper first aims to examine associations between factors involved in business-to-business complaints management and results (satisfaction and loyalty) and analyses three types of distributors based on their cultural profile (domestic, low context and high context). Second, the paper investigates whether the identified associations remain stable over time.Design/methodology/approachData from a sample of distributors for a manufacturing company were gathered during two periods of time. A factorial analysis of correspondences and a cluster analysis were carried out to visually represent the associations among clients, complaints and results in the associations among clients, complaints and results. The stability over time of these relationships was also analysed by calculating the correlations between the Euclidean distances on the two maps (one per year) and their mobility ratio.FindingsThe authors found significant evidence that clients from different cultures are associated with varying profiles of complaint and different result types and that certain associations remain stable over time.Originality/valueWhile many studies have analysed complaint behaviour in business-to-consumer contexts, there is a lack of research from an international business-business relations point of view, leaving questions virtually unexplored. Second, the last phases of supply chain management, specifically complaints management, have been undeveloped, limiting the cultural factor to the general scope of negotiation. In this vein, this paper compares different complaint profiles and results, comparing culturally different customers/distributors. Third, research has mostly referred to a single period, while this paper investigates two different periods of time for the same company (and their distributors) to analyse the relevance of the stability (or not) over time of the associations identified.

MAKING COMPLAINTS IN GHANAIAN ENGLISH: AN ANALYSIS OF SENIOR HIGH SCHOOL STUDENTS

Complaints are bound to occur in our daily interactions while seeking a remedy to that which has directly or indirectly affected someone unfavourably, thus, threatening the face of the addressee and may eventually engender social relationship breakdown if not done appropriately. This study examined complaints by speakers of Ghanaian English in three public second cycle schools in Ghana to ascertain the politeness strategies invested in expressing their dissatisfaction with an unacceptable act in Ghanaian English. The Brown and Levinson (1987) politeness theory served as the theoretical framework for the study. A case study design was adopted with data elicited from ninety-four (94) participants role-playing four complaint-provoking situations and analysed thematically. The findings revealed that eleven strategies are used in producing different complaints in Ghanaian English. The findings further indicated that Ghanaians are indirect and tend to have a high inclination toward positive politeness strategies as they try to reduce the effect of the face-threatening act of complaining on the addressee’s positive face. It was also found that this complaint behaviour is influenced by the cultural norms of politeness in Ghanaian languages.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0662/a.php" alt="Hit counter" /></p>

Realization of the Complaint Speech Act in Spoken Arabic and English among Saudi Female English Majors at Imam Mohammed Ibn Saud Islamic University

The core goal of this study is to investigate complaint speech act conducted in English and Arabic by Saudi female English majors at Imam Mohammed Ibn Saud Islamic University in Riyadh, Kingdom of Saudi Arabia. The sample of this study involves 30 undergraduate students of English at level eight. In order to collect data for this study, the subjects are given a controlled elicitation technique named “a Discourse Completion Test (DCT)”. The test comprises two versions; Arabic and English. Each version consists of nine situations denoting the speech act of complaint to which the subjects are required to respond as naturally as they can without spending much time thinking of what to say. After that, the data are analyzed based on the classification system of complaint strategies developed by Olshtain and Weinbach (1987) and DeCapua (1998). Two more new strategies have been added by the present researcher. Moreover, the study compared and contrasted complaint patterns in English and Arabic as expressed by these subjects. These patterns are analyzed using frequencies and percentages of their occurrence as well as the Chi-square test. The results of this study indicate that the social statuses like power, which affect the realization patterns of complaint, seem to be universal. Saudi female English majors tend to change their complaint behavior according to the social variables of the situation. Those subjects tend to be more direct when composing complaints in higher to lower relations and in equal relations and more polite and indirect when a complainee has dominance over a complainer. The results of the presents study revealed that Saudi female English majors should have enhanced awareness of cultural and linguistic discrepancies in order to express the speech act of complaint in English appropriately, making use of complaint strategies that are based on English speaking norms.

Intention to complain about unmanned aircraft system noise: A structural equation analysis

Aircraft noise has long been a source of public annoyance. The public often reacts by filing noise complaints. It is expected that when unmanned aircraft systems (UAS) become more prevalent, and this new source of aviation noise is experienced by a larger cross-section of the public, reactions will include complaining about the noise UAS create. Heretofore, the literature has revealed no detailed analyses of individuals’ intention to complain about UAS noise.The goal of the research was to identify factors that influence, and how they influence, intention to complain about UAS noise. Factors were selected from the Theory of Planned Behavior (TPB), the Technology Acceptance Model (TAM), and applicable literature. Eight factors related to the intention to complain about UAS noise were investigated using data collected via a cross-sectional survey. Data analysis was completed using confirmatory factor analysis and structural equation modeling. An interaction analysis was also performed.Of the factors investigated, five were found to significantly influence the intention to complain about UAS noise. These factors include attitude, subjective norms, perceived usefulness, perceptions of risk to safety, and familiarity. One interaction was found between familiarity and attitude. This research resulted in a model of factors influencing intention to complain about UAS noise. The analysis revealed the model's squared multiple correlation (R2) was 0.708. Attitude and subjective norms were the most influential and supported their use in the theory of planned behavior. The results inform UAS stakeholders of the need to socialize aspects of UAS to limit complaint behavior.

The Important Role of Emergence in Conceptualizing the Challenges of New Technologies to Private Law

Consider the following legal quandaries: a victim of a wrongdoing without a perpetrator, a work of art without an author, or the possibility that the sum of legally compliant behaviours give rise to non-compliance. Welcome to the world of emergence in law. The concept of emergent properties is central to systems thinking. It is commonly expressed as ‘the whole is more than the sum of its parts’ where the ‘whole’ represents the ‘emergent property’. This concept helps us understand how complexity emerges and allows systems engineers to look beyond the properties of individual components of a system and understand the system as a complex whole. In practice, this way of thinking militates against two kinds of fallacies: the fallacy of composition and the fallacy of division. The former occurs when one wrongfully attributes the properties of the component parts to the system as a whole whereas the latter arises when one wrongfully attributes the properties of the system as a whole to component parts. I argue that emergence provides an overarching framework to explain the challenges that technological developments associated with big data, artificial intelligence (AI) and robotics pose for different domains of private law, including privacy, data protection, Intellectual Property (IP), and tort laws. By creating new objects, possibilities for new action and new relationships, changes associated with the above technologies encourage the formation of emergent properties, which in turn pose attribution challenges for these legal domains. Two attribution challenges are particularly noteworthy. If we fail to address them properly, they may lead to the fallacies of composition and/or division. Further, emergence may help explain some of the regulatory responses and suggestions provoked by changes associated with the above technologies. For example, emergence and the desire to avoid the fallacy of division can explain suggestions to grant AI systems some form of legal (electronic) personhood and thereby bestow legal responsibility or entitlement on them. Thus, one way the law might usefully adapt during times of technological change would be by taking emergence seriously. This includes recognizing the possibility that the sum of fully complaint behaviours may create behaviour that is not compliant or not in the spirit of the law. Taking emergence seriously would also include being open to the prospect of a harm or legal entitlement existing without a perpetrator or a right-holder and finding new ways to address this prospect.

Consumer complaints about food packaging

Today, the public’s perception of food packaging is primarily negative, which is mostly triggered by factors such as the use of (fossil) resources, waste generation, and (marine) littering. Accordingly, the (re)design of packaging is focusing in particular on environmental sustainability (e.g., recyclability). However, it seems that in parallel, consumer experience and satisfaction continue to decline, which is reflected in numerous online complaints about packaging. Building on related European food and packaging legislation, dissatisfaction, and consumer complaint behavior (CCB) literature, this study aims to analyze online consumer complaints and identify underlying causes using the Netnography method. Over 250 complaints were collected, categorized, and evaluated based on images shared online, and as a result 12 design categories were identified that triggered significant dissatisfaction among consumers. These include food packaging that implies a higher quality or quantity of products through text-based information, design elements such as graphics, certain packaging sizes, windows, and sleeves as well as the seemingly excessive use of packaging material. The subsequent discussion shows that the consumer perspective and the legal framework have many points in common and that a different realization of the already existing requirements can avoid dissatisfaction in many cases. As a result, this study provides stakeholders from research, development, and politics with an important basis for significantly increasing consumer satisfaction along with the ecological (re)design of packaging.

Evaluating the effects of retail store attributes on consumer complaint and switching behaviors

Purpose- This study extends the current researches on retail behavior of consumers by indicating the importance of negative behavioral patterns and the need for strong attributes to avoid undesirable outcomes. The study aims to explore the effects of store attributes as pricing/promotion, atmosphere, personnel, location and ethical problems on consumer complaint behavior and store switching behavior. Survey is conducted to consumers having been visited at and purchased from their current retail stores. Methodology- The sample consists of 384 customers. The data was collected by face-to-face survey method. Multiple regression analysis was used to test some hypotheses of the research and to compare consumer complaint and switching behavior in the context of consumer’s perception on retail store attributes. Findings- The results of the study reveal that pricing/promotion, atmosphere and personnel have significant effects on both complaint and switching behaviors. Pricing and promotion are found to have the strongest effect on consumer complaint behavior, whereas pricing/promotion and ethical problems have strong effects on store switching behavior. Besides, complaint behavior has also significant effect on store switching behavior. Conclusion- This study contributes to the literature on consumer behavior by comparing consumers’ negative behavioral patterns in terms of different retail store attributes. Besides, its theoretical contributions, this study also contribute retailers to present effective strategies for store attributes. Thus, the current study is expected to offer retailers for appropriate strategies on store attributes. So that, negative behavioral patterns can be avoided. Keywords: Retail store, retail store attributes, consumer complaint behavior, store switching behavior, multiple regression analysis JEL Codes: M31, L11, L81

Voice artificial intelligence service failure and customer complaint behavior: The mediation effect of customer emotion

According to the literature, customer service failure and negative customer reactions are closely associated. However, there has been little exploration of the relationship between service failure and negative customer reactions in the context of artificial intelligence (AI) services. Based on a conceptual model, this study explores the impact of voice AI service failure on customer complaint behavior. A proprietary dataset from a telecommunications firm was used to evaluate the utility of the conceptual model. Customer emotion was tested to mediate between voice AI service failure and customer complaint behavior. We found that the failure of voice AI services substantially influences customer complaint behavior. AI service failure increases the likelihood of complaints to a customer in the call center. Furthermore, customer emotion plays an essential mediating role. Our findings have crucial management implications for customer relationship management and recovery service.