Consumer Complaint Behavior Research Articles

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.

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.

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

The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study

Consumers tend to exhibit e-WOM behavior or retention behavior or communicate with official channels rather than the brand, which can damage the brand in cases where the channels through which customers are expected to reach the brand for their complaints are dysfunctional. This study aims to examine the relationship between cognitive dissonance and brand loyalty factors as well as their impact on consumer complaint behavior in terms of differences between Turkish and Romanian consumers. For this purpose, a simultaneous quantitative research study was conducted in these two countries, with a total of 790 participants surveyed. The findings showed that the consumers’ level of brand loyalty had a significant positive effect on the level of cognitive dissonance, which significantly impacted complaint behavior. On the other hand, it was concluded that brand loyalty did not significantly affect complaint behavior. The comparative analysis revealed that Romanian customers’ brand loyalty was higher than Turkish customers’, and the dimensions concerning cognitive dissonance and complaint behavior were higher among Turkish customers.

Regression Analysis of the Court Complaints in the District Consumer Forums of Uttrakhand, India

Purpose: The current study aims to understand consumer complaints trends in district courts of the newly constructed state of Uttarakhand. Design/Methodology/Approach: A descriptive study was conducted to test the research framework. The secondary data on the consumer complaints filed with district consumer courts of Uttarakhand for 2006-2017 was considered for the study. Regression analysis was employed to understand consumer complaint behaviour trends concerning literacy and pendency rates. Findings: Trend analysis demonstrated that new cases filed with district consumer courts are higher in plain areas (Dehradun, Haridwar & Udham Singh Nagar). Regression analysis depicted a significant negative relationship between the case pendency rate and the number of new cases filed. The relationship between literacy rate and the number of new cases filed was not significant. Managerial Implications: Present study reinforces the significance of consumer courts in addressing to redressal of consumer complaints. It suggests firms and organizations address customers redressals properly; else, customers will take them to court. At the same time, it warns consumer courts about the increasing pendency of cases and urges them to take proper remedial actions. Originality/Value: The study highlighted the role of Third-party action in consumer complaint behaviour and provided an overview of consumer courts' performance and efficiency in 13 districts of Uttarakhand.

Understanding the Level of Consumers’ Awareness of Legal Rights through Consumer Complaints

From a business point of view, it is known that the cost of acquiring new customers is much higher than the cost of retaining existing customers. In addition, inability to retain customers will both reduce cash flows and increase negative wom. For this reason, it is vital to ensure customer satisfaction and establish long-term relations with the customer. Customer complaints can be used as an important instrument as ensuring consumer satisfaction will result in increased repeated sales, positive word-of-mouth communication and consumer loyalty. Even in the most corporate and consumer-oriented enterprises, consumer complaints about the goods and services they offer may arise. There has been an increase in academic studies on consumer complaint behavior since the 1970s. These studies focused on whether customers complain, when, why and how they complain, what their next intentions and actions might be, and how businesses respond, react, or should respond to consumer complaints. Depending on the developing internet technologies, it has become fast, effortless and cost-free for consumers to express their dissatisfaction with goods and services. Thanks to the increasing number of customer service units, complaint management platforms, and user forums, it has become easier than ever to make complaints and access existing complaints. It is a controversial issue to what extent consumers are aware of their legal rights, despite the fact that it has become so easy for the consumer to create and access content thanks to technology, and consumer protection laws have become widespread. In a dynamic world where continuous change is happening, reasons such as information asymmetry, and the fact that some actors on the supply side do not want the consumer to know and/or use their legal rights cause confusion in the consumer. The existence of new phenomenons that came into our lives after developing technologies and those who abuse the situation and take advantage of legal loopholes before these concepts mature and before the relevant legal regulations. In this study, it has been tried to analyze the level of awareness of consumers about their legal rights through consumer complaints. For this, consumer complaints about the services offered by four telecommunication companies operating in Turkey were examined. At the end of the study, it was concluded that the created complaint categories form can be used as a tool to analyze the level of awareness the rights of the consumer.

For all to see: social risk and observable complaining on Facebook

PurposeOnline consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective.Design/methodology/approachSix online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined.FindingsSupportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction.Research limitations/implicationsThe findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses.Practical implicationsThis research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed.Originality/valueThis research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.

Cue the complaint: the visual cues of Facebook business pages and their influence on consumer complaint behaviour

ABSTRACT The visual cues of websites have been found to affect consumer attitudes and behaviours. Facebook business pages (FBPs) also exhibit visual cues, several of which are pertinent to consumers considering whether to make a complaint on a FBP. Drawing on social cognitive theory (SCT), we explore the role of these visual cues in consumers’ social learning and reveal their influence on consumers’ likelihood to complain and attitude towards the firm. Four experiments examine the influence of three visual cues: the presence of complaints by other consumers, firm responsiveness, and evidence of redress. Results indicate that consumers are more likely to complain when complaints of others are present on a FBP, and any form of redress has a greater positive effect than firm responsiveness. Moreover, a consumer’s perceived likelihood of a successful complaint was found to explain the impact of visual cues on their likelihood to complain and attitude towards the firm.

The Influence of Customer Emotional Response by Failure of Performing Arts Service on Consumer Complaint Behavior

The Influence of Customer Emotional Response by Failure of Performing Arts Service on Consumer Complaint Behavior

When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

AbstractIn the customer complaint literature, researchers have found that the lack of an incidental sense of power is one of the reasons why customers do not complain. However, two issues are left unanswered: does a chronic sense of power influence consumer complaining behavior, and how individuals who feel chronically powerless can be encouraged to complain when dissatisfied. The present study is intended to address this topic. Drawing on the approach–inhibition theory of power, we argue that the probability of complaint success increases the complaint behavior of customers with a low chronic sense of power, thereby mitigating the differences in the complaint behavior of consumers with low and high power. The three studies indicated that a low chronic power was negatively associated with complaining intentions and that this association was mitigated by the perceived success of complaining.

문화적 특성에 따른 온라인 구매 후 불평행동에 관한 질적 연구 : 한국과 영국 소비자의 불평행동 형성 과정 비교를 중심으로

문화적 특성에 따른 온라인 구매 후 불평행동에 관한 질적 연구 : 한국과 영국 소비자의 불평행동 형성 과정 비교를 중심으로

Complaining with emojis: Some conceptual and analytical aspects

Building on existing taxonomies of consumer complaint behaviour, this paper categorises people who post their complaints to organisations’ official social media sites as ‘social irates’. This paper proposes two methodologies for analysing emoji-based complaints. The first is an emoji-based metric that is easy for both marketing managers and researchers to implement and interpret. The second methodology adopts a network approach for understanding and representing the use of emojis by dissatisfied consumers. By demonstrating that these emojis contain valuable data, the proposed methodologies offer insight into complaining consumers’ thoughts and feelings. The emoji-based metric and the network approach could be extremely helpful for researchers and marketing analytics professionals seeking to understand what complaining consumers are trying to communicate when using these little digital icons.

Exploring Gender Differences in Complaint Behavior of Millennial Consumers

Understanding and managing consumer's complaint behavior (CCB) is incredibly essential in the competitive business environment. This paper aims to investigate whether male and female millennial consumers differed in their complaint behavior and its aftermath. The study examines the moderation effect of gender on millennial's complaint behavior. The researchers distributed a total of 430 questionnaires to millennial consumers who have experienced a dissatisfaction episode within 12 months. The results show that gender was significantly associated with millennial's complaint behavior. These findings are generic across sex-type. This paper discusses the theoretical and managerial implications of the findings.Keywords: Millennials; complaint behavior; gender; sex-typeeISSN: 2398-4287 © 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.DOI: https://doi.org/10.21834/e-bpj.v5i13.1952

Determinantes del comportamiento de queja del consumidor en México

El objetivo del trabajo es explicar los determinantes del comportamiento de queja del consumidor en los niveles socioeconómico y empresa. Para ello se acude a la metodología de datos de panel estático a fin de estimar el impacto de los determinantes de las quejas de los consumidores. Los resultados a nivel socioeconómico indican que las quejas se encuentran determinadas por el ingreso, las conciliaciones a favor de los consumidores y por la población residente en zonas urbanas. Mientras a nivel empresa los resultados muestran que tanto la cuota de mercado como el tamaño de la firma afectan positivamente las quejas. Se concluye que los resultados coinciden con la literatura revisada y que se puede esperar un aumento en el número de quejas presentadas por los consumidores.

ANALISIS PERILAKU KOMPLAIN KONSUMEN ONLINE SHOPPING

Online business has a strong role to meet consumer need but this business still has limitation so cause increasing of complaint behavior. This study aims to analyze the influence of the quality of online product and service on consumer complaint behavior and its relation with consumer’s personality. The study used cross sectional desaign with online survey. Respondents were 161 college student of 17-22 years old and chosen by purposive sampling based on the criteria of having experienced dissatisfaction in online shopping in the past year. Data were analyzed descriptively and SEM (Structural Equation Modelling) with Smart-PLS software. The result show that consumer dissatisfaction is caused by product defect, delivery time, and product deliver failed. Fashion and cosmetic categories have the highest level of dissatisfaction. Online shopping consumers have various ways to respond to dissatisfaction including passive (34.0%), (voicer 40.0%), iratest (25.0%), and activists (1.0%). Consumer complaint behavior is positively and significantly influenced by perceived quality (product and service) and personality. It means that the higher level of defect in product and service perceived by customers, the higher level of complains that consumers will make. Furthermore, consumer personality characteristics of extraversion and openness to experience are more likely to complaint if there is an error in product or service.

북한이탈주민 대상 소비자교육의 효과 : 소비자피해 경험과 대응행동을 중심으로

상거래 과정에서 소비자가 경험하는 피해를 사전에 예방하고, 소비자피해를 경험한 소비자의 대응행동을 향상 시키는 것은 소비자교육의 중요한 목표이다. 본 연구는 한국소비자원이 2015년 발간한 ｢통일 소비자정책 연구 (Ⅱ): 북한이탈주민의 소비자역량 실태조사 및 정책적 시사점｣의 원자료 621부를 분석에 활용하여, 20대-40대 의 남한 내 북한이탈주민을 대상으로 소비자교육과 소비자피해 경험 및 소비자피해 대응행동의 관계를 살펴보았 다. 주요 분석 결과는 다음과 같다. 첫째, 소비자교육으로 북한이탈주민의 소비자피해를 예방하는 데에는 한계가 있었으며, 북한이탈주민의 소비 자피해 경험이 남한 체류기간이나 남한에서 대학교를 다닌 경험, 현재의 월 평균 가계소득 등 사회적응 수준에 영향을 받아 발생한다고 보기도 어려웠다. 소비자피해의 경우, 피해 유형이 다양하고, 피해가 발생하는 상품․서 비스 군도 다양한 만큼, 소비자교육을 통해 소비자피해를 예방하는 데에는 한계가 있는 것으로 예상된다. 둘째, 소비자피해를 경험하였을 때에는 소비자교육을 받았던 이력이 대응행동에 도움이 된다. 소비자피해를 당 했을 때 피해 사실을 외부에 알리고 도움을 요청하는 행동과 같은 대응행동을 할 수 있는 능력은 일종의 소비자 시민역량(consumer-citizenship)이라고 볼 수 있다. 즉, 북한이탈주민 대상 소비자교육은 소비자피해에 대응할 수 있는 소비자역량을 향상시키는 작용을 하는 것으로 추론된다. 종합하면, 본 연구의 분석결과는 소비자교육으로 소비자피해를 예방하는 데에는 한계가 있음을 보여주었으나, 소비자교육을 통해 소비자피해에 대한 소비자의 대응행동을 보다 바람직한 방향으로 변화시킬 수 있는 가능성이 열려있음을 시사한다. 향후 소비자교육의 내용과 전달방식, 전달 시점이 개선․보완된다면, 소비자교육의 소비자 피해 예방효과와 관련하여 또 다른 결과가 나타날 수도 있을 것이다.

Individual Factors Influence on Consumer Complaint Behavior: The Case of Millennial

Understanding Consumer Complaint Behavior (CCB) is important in present competitive business environment as it serves as quality improvement tools in enhancing customer experience. However, studies on consumer complaint behavior that been conducted in Malaysia are relatively few. Complaint should not been viewed as a problem. Consumers today are better educated, more sophisticated, more demanding and are willing to pay for services that meet or exceed their expectations. The purpose of this study is to examine the relationship between attitude, knowledge, personality and CCB among Millennial. A survey was conducted that involved 400 customers who experienced dissatisfaction of car vehicle repair services. The finding of this study indicates that only attitude and knowledge were statistically significant to CCB. Consumer satisfaction or dissatisfaction ratings are good indicators of firm’s performance to forecast future profit and return on investment. Therefore service managers should continuously and increasingly use customer satisfaction index as criterion for analyzing service performance to create more loyal customers.