Consumer Complaining Behavior Research Articles

Expectation and Complaint: Online Consumer Complaint Behavior in COVID-19 Isolation.

PurposeThis study aims to articulate the nature of consumer complaining behavior (CCB) by analyzing the mechanism and characteristics of online CCB in COVID-19 isolated environment.Patients and MethodsFor the purpose, this study collected data via a web-based questionnaire survey from 408 consumers in Shanghai, China during COVID-19 isolation. Through building and analyzing a structural equation model that consists of six latent variables such as perceived service quality, perceived product quality, customer satisfaction, negative emotion, customer complaint; the study analyzed the basic characteristics of CCB, and focused on the moderation test of consumer expectation to validate its important role in consumer decision-making behavior.ResultsFirst, compared to perceived service quality, perceived product quality has a stronger influence on customer satisfaction and has a weaker influence on negative emotions in the COVID-19 isolated environment. Second, the total influence of perceived product quality on customer complaints is stronger than that of perceived service quality. Third, the direct impact of negative emotions on customer complaints was much stronger than the effect of customer satisfaction on customer complaints. Meanwhile, it can also act as a mediating variable to make customer satisfaction have an additional indirect effect on complaints. Finally, the study also found that consumer expectation can reinforce the influences of customer satisfaction on negative emotions and customer complaints, while it weakens the effect of negative emotions on customer complaints.ConclusionThis study suggests that the classic CCB factors still exert a stable influence on customer complaints through cognitive and emotional response pathways, but the influence difference is obvious in the COVID-19 isolated environment. And the influence processes are significantly moderated by consumer expectation level. Enterprises should conduct more targeted marketing interactions, according to these CCB characteristics.

Consumer complaining behavior in hospitality management

ABSTRACT The purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative methodology through the implementation of a two-stage study based on surveys. Study 1 examined the impacts of assertiveness, aggressiveness, and perceived risks on CCB in the context of low-quality summer vacation, while Study 2 further investigated the relationships in the research model by replicating the survey within the framework of high-quality summer vacation. The results were then analyzed through factor and regression analyses. Both of the studies demonstrated that assertiveness positively influences CCB directly and also indirectly via the mediating effect of perceived risks. It was found that aggressiveness positively influences CCB when consumers have high service quality expectations but when they have low expectations for service quality, it is insignificant.

Legitimate and illegitimate consumer complaining behavior: a review and taxonomy

PurposeThis paper aims to provide an integrative view of the conceptualizations, definitions, antecedents and taxonomies of consumer complaining behavior (CCB). Additionally, the study aims to provide an updated synthesis and classification of both legitimate and illegitimate CCB antecedents, as well as an integrated CCB taxonomy.Design/methodology/approachA multi-stage systematic search is conducted and 226 research articles relevant to the scope of the study are analyzed to fulfill the study’s objectives.FindingsThrough an exhaustive aggregation, legitimate and illegitimate CCB antecedents identified in the literature are collated and a classification schema is developed. Deficiencies observed in extant CCB taxonomies are addressed and a refined taxonomy incorporating illegitimate CCB is developed.Research limitations/implicationsThe conclusions drawn on the basis of this paper are contingent on the effectiveness of the keyword-based systematic search process that is used to demarcate the extant literature.Practical implicationsThis paper suggests a three-pronged approach of differential enabling, legitimacy evaluation and differential management. This holistic perspective aims at enabling firms to design complaint management policies and systems that control fake complaints while maintaining sufficient redress opportunities for genuine dissatisfaction.Originality/valueThe paper proposes an identical classification schema for legitimate and illegitimate CCB antecedents and is the first broad-based attempt to develop an integrated CCB taxonomy.

Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis

Consumer complaining behavior (CCB) is an important field of research and practice, as it links the streams of service failure and service recovery. Despite extensive work, gaps persist in the understanding of CCB, for its intricate multi-dimensional nature. In this paper, we present a bibliometric analysis of CCB research published since 2000. Specifically, we analyze 729 articles containing 46,134 references, using citation and co-citation analysis. Our study reveals influential works in the CCB domain and identifies their clustering pattern. We supplement the exercise with social network analysis to decipher the centrality features of CCB research. We clarify the scholarly dialogue prevalent in the domain by interpreting the results through the process, valence, and actor perspective. Our review adds to theory by delineating the intellectual structure of CCB research and identifying future research potential. We contribute to practice by suggesting a four-pronged prescriptive approach toward CCB.

Consumer Complaining Behavior: a Paradigmatic Review

Consumer complaining behavior (CCB) is an important stream of research and practice, as it links the domains of service failure and service recovery. CCB research, although extensive and temporally wide, exhibits a lack of concern for the underlying assumptions of scholarly inquiry. Researchers neither explicitly mention, nor consciously indicate their ontological, epistemological, and methodological assumptions. We systematically identify the extant CCB literature and map it to two well-accepted paradigmatic classifications (Burrell and Morgan 1979; Deetz Organization Science 7(2): 191–207, 1996). Normative or functionalist paradigm with the assumptions of an objective external reality, a positivist epistemology, a determinist view of human nature, and nomothetic methodology emerges as the dominant CCB research paradigm. The implications of this dominance are discussed as a barometer of the future of CCB research and practice.

Whose Voice Do We Hear in the Marketplace? Evidence from Consumer Complaining Behavior

Victims from heavily minority areas complain to the government much less than those from nonminority areas, relative to their degree of victimization.

Duygu Durumunun Tüketici Şikayet Davranışına Etkisi Hakkında Bir Pilot Çalışma - A Pilot Study about the Effect of Mood on Consumer Complaining Behavior

The purpose of this study is to examine the effect of mood on consumer complaining behavior (CCB) and do the pilot testing of the proposed conceptual framework. The conceptual framework includes perceived brand value, perceived risk, mood, and consumer interaction style constructs, which are, aggressiveness and assertiveness. The data collected by questionnaires as a part of 2x2 between-subjects factorial experimental design, have shown that perceived risk, aggressiveness, and resisting requests for compliance have positive effect on CCB. Consumers who are in a negative mood and perceive high brand value are slightly more likely to complain, but not significant in explaining CCB. Despite the limitations of small sample size (n=118) and a use of categorical treatment of CCB scale, this pilot study reveals that online mood induction with photographs is an acceptable manipulation method; the conceptual model is valid to be re-tested in future studies.

Mood, consumer interaction styles, and perceived risk in consumer complaining behavior

Purpose- Consumer complaining behavior (CCB) is an extensively studied subject in the literature. Many personal and situational factors have been identified as antecedents of CCB. However, previous research has relatively been less focused on the impact of perceived risk, assertiveness and aggressiveness on CCB. The purpose of this study is to elaborate the influence of these constructs on consumer complaining behavior, by combining them with the mood of the consumer. Methodology- Through a literature review, mood, assertiveness, aggressiveness and perceived risk have been conceptualized as antecedents of CCB. Findings- Literature suggests that mood, perceived risk, assertiveness, and aggressiveness may have an impact on CCB. As a result of this elaboration, a conceptual model depicting the relations among these constructs is proposed in this study. Conclusion- A conceptual model that includes the interaction of personal variables with mood has contributed to the literature by achieving a novel perspective in explaining CCB.

Determinants of Consumer Complaining Behavior: A study based on telecommunication firms of Pakistan

Due to the intense competition, the study of dissatisfaction among costumers has become the focus point of many firms. Hence this study focuses on consumer complaining intention keeping. Telecommunication firms have been kept in focus and descriptive research was conducted. The results show that attitude towards complaining, perceived possibility of success, subjective norms, all show significant effect on complaining intention and keeping previous experience as a antecedent excluding subjective norms. The research can give a deep insight to telecommunication firms for managing dissatisfaction

Determinants of Consumer Complaining Behavior: A study of Pakistan

Importance of addressing dissatisfied consumers has increased very much these days because of intense competition due to establishment of new kind of stores and offering many kinds of customer services by service providers. This study focuses on effects of attitudinal and perceptional variables (attitude toward complaining, prior complaint experience, perceived possibility of success and customer’s loyalty) on Consumer Complaining Behavior (CCB). Model of this research is to complete the attitudinal or behavioral perspective and consumer complaining behavior literature in the frame work. A total of 232 people were asked to become the part of this study through a self administered questionnaire from Bahawalpur City. This study uses a non-probability sampling technique that is convenience sampling. Regression results shown that attitude toward complaining, perceived possibility of success and customer loyalty had significant positive impact on consumer complaining behavior but relation between prior complaint experience and CCB was not proved to be significant. Careful studies have been carried out in order to validate conceptual frame-work that can be taken as an initial point to understand the concepts of Consumer Complaining Behavior (CCB).

Complaining Behavior: The effect of different factors on Consumer Complaining Behavior

Purpose: The aim of this paper is to comprehensively understand the determinants who affect the customer intention to complain to firm through an integrated model and also the effect of those determinants on the complaint intention and the relationship of those intentions with the complaining behavior.Design/Approach/Methodology: A quantitative research method was used based on self administered questionnaire with a sample size of 171 participants collected by using convenience sample and the results were tested through regression analysis.Findings/Results: The results shows that the complaining intention and attitude towards complaint have a significant relationship with complaining behavior while prior experience and controllability to complain have an insignificant relationship with complaining behavior. Attitude towards complaint and perceived possibility of success have a significant relationship with intention to complain. The antecedent prior experience has a significant relationship with perceived possibility of success and an insignificant relationship with attitude towards complaint. The variable controllability to complaint has a significant relationship with both perceived possibility of success and attitude towards complaint while Perceived alienation has a significant relationship with perceived possibility of success but insignificant relationship with attitude towards complaint.Limitations and recommendations: This study is conducted on a small level with small sample size. Due to which there are some insignificant relationships which can be prove as significant relationship if the sample size is large. A limited number of variables are discussed in this article. Other researchers can elaborate other variables affecting complaining behavior e.g. word of mouth, level of dissatisfaction etc.

Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior

Previous research in complaining behavior has focused on product or service failures in which the organization is responsible for the failure. In these cases, researchers have found that consumers feel better about the product failure after complaining about it. In contrast, the authors show that when consumers are to blame for product failure, complaining has a detrimental effect on consumer reactions to the product. In this context, self-threat from the product failure is shown to motivate defensive processing in both the content of complaints and the subsequent downstream product evaluations. The authors establish the role of self-threat in product failure in two ways: (1) by varying the intensity of the threat from product failure and (2) through mitigating negative outcomes through self-affirmation. The article concludes with discussion on how these findings can benefit companies and where this research could seed opportunities for subsequent investigation.

Self-threat and Product Failure: How Internal Attributions of Blame Impact Consumer Complaining Behavior

Self-threat and Product Failure: How Internal Attributions of Blame Impact Consumer Complaining Behavior

Consumer Complaining Behavior, Imagined Interactions, and Communication Traits: Cognitive Processing Following an Organizational Failure

This study examined the use of imagined interactions following the violation of consumers' expectations operationalized as organizational failures. Communication-based personality traits were also examined with respect to consumer complaining behavior and the use of imagined interactions. Participants were 235 people exposed to a hypothetical organizational failure involving violated expectations for a hotel reservation. The results indicate that people do use imagined interactions to help process organizational failures and that they are more likely to do so for rehearsal and self-awareness functions than for cathartic purposes. Moreover, several communication-based personality traits (e.g., argumentativeness, blirtatiousness, verbal aggressiveness, and communication apprehension) are significantly associated with imagined interactions and measures of complaining behavior.

A Study on Consumer's Problematic Behavior in the Consumer Complaining Behavior Process

A Study on Consumer's Problematic Behavior in the Consumer Complaining Behavior Process

Consumer Complaining Behavior: The Case of a South American Country, Chile

Complaining behaviour is a topic that has not been studied much in South America. Considering this, the aim of this investigation was to determine the customers complaining behaviour of a South American country, Chile. To do so, a survey was done, which was applied to a random sample of 498 Chileans. Results show that Chileans do not consider complaining as a right, they have a regular opinion of the way companies are handling complaints, and that the product characteristics is the dimension that has the biggest influence on their complaining behaviour. In addition those Chilean consumers who have complained in the past have a more positive attitude toward complaining than those who have never done it.

Collectivism, Individualism and In-Group Membership:

Effective implementation of a customer relationship management strategy rests on understanding and managing customer satisfaction/dissatisfaction and complaining behavior processes. However, the extensive consumer complaining behavior (CCB) literature that has emerged since the 1970s has focused almost exclusively on U.S. consumres, and the few CCB studies conducted outside of the United States have suffered from a lack of integrating theory of how culture influences CCB. This paper builds from the cultural psychology and CCB literatures to contrast individualist and collectivist cultural patterns and to argue that a consumer's behavioral responses to post-purchase dissatisfaction will be strongly influenced by this aspect of their cultural identity. Working models of voice, exit and negative word-of-mouth complaining behaviors are offered which can test the impacts of this dimension of culturre on CCB. A number of propositions are derived from the models, and their implications for management are discussed.

Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories

Drawing upon Hirschman’s (1970) framework for Exit, Voice and Loyalty, a model is proposed which predicts and explains variation in voice, exit, and negative work-of-mouth behaviors. The findings from extant consumer complaining behavior (CCB) literature are also incorporated into the hypothesized model. Using data from customer dissatisfaction with three different service categories, the proposed model is subjected to empirical investigation. Despite the parsimony of Hirschman’s framework, results show that the hypothesized model provides good model-fit indices in each of the three data sets. In addition, the explanatory power of the model is encouraging, ranging from 36 percent to 50 percent variance explained. However, the support for the hypothesized pattern of CCB rates across the service categories is mixed. Specifically, while voice responses conform to the hypothesized pattern, exit responses do not. Implications stemming from a comparative analysis of the results are discussed, and directions for future research outlined.