A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations

LeClair, Debbie Thorne; Erffmeyer, Robert C.

doi:10.1016/s0148-2963(02)00445-9

Cited by 64 publications

(52 citation statements)

References 33 publications

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“…Organisational resistance to paying attention and responding to consumer complaints increases the likelihood that consumers will complain in private (i.e., negative word-ofmouth to family and friends) and to third parties (ombudsmen, local consumer agencies, trade associations etc.) (McAlister & Erffmeyer, 2003). Negative word-of-mouth actions taken by dissatisfied consumers can damage the company's reputation (Richins, 1983;Clopton et al, 2001), resulting in the loss of potential and existing consumers (Stephens & Gwinner, 1998), as well as impacting on the company's revenue (Sanes, 1993;Broadbridge & Marshall, 1995).…”

Section: Introductionmentioning

confidence: 99%

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Donoghue¹,

Klerk²

2010

jfecs

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OpsommingVerbruikers se ontevredenheid met produkte manifesteer in hulle klagte-gedrag. Verbruikers se klagtes word oor die algemeen in 'n negatiewe lig beskou, aangesien dit met hulle ontevredenheid oor 'n bepaalde produk of diens geassosieer word. Verbruikers se klagtes moet egter as voordelig vir die vervaardiger, kleinhandelaar en die verbruiker beskou word, aangesien dit onder andere dien as inligting wat deur verbruikers geïnisieer is om strategiese besluitneming vir kleinhandelaars en vervaardigers te vergemaklik. Verbruikers kan op hulle beurt vir produkprobleme vergoed word en op hulle regte as verbruikers aandring. Vervaardigers en kleinhandelaars kan egter net van verbruikers se behoeftes en probleme ten opsigte van produkte bewus word wanneer verbruikers dit aan hulle kommunikeer. 'n Konseptuele raamwerk word aangebied vir die bestudering van ontevrede verbruikers se klagte-gedrag as reaksie op die funksionele en / of simboliese produkmislukking (product failure) van groot elektriese huishoudelike toerusting. Die konfirmasie / diskonfirmasie-paradigma, Day en Landon se klagte-gedrag-taksonomie, Weiner se attribusieteorie en spesifieke verbruikers-en produkveranderlikes wat verband hou met klagte-gedrag dien as teoretiese agtergrond vir die konseptuele raamwerk. -Ms S Donoghue

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Section: Introductionmentioning

confidence: 99%

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Donoghue¹,

Klerk²

2010

jfecs

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“…In view of research fields, they focused on whether, when, why, how to complain and how to deal with complaints, and they put emphasis on varied methods, such as empirical research, model prediction and so on. In view of research objects, there exist both characteristics of consumer complaint studies from consumers and the importance of marketing management from enterprises perspective [7][8][9][10][11].…”

Section: Related Work Reviewsupporting

confidence: 89%

An Empirical Study of Factors Related to Consumer Complaint Behavior

Liu

Feng

IFIP — The International Federation for Information Processing

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Abstract. This paper focuses on factors related to consumer complaint behavior tendency in Internet. Current literatures from home and abroad focus on how to improve consumer's satisfaction and loyalty, while there are still relatively few researches on consumer dissatisfaction and complaint behavior. Based on the analysis of consumer complaint behavior tendency in Internet, this paper discusses the factors related to consumer complaint behavior. Hypothesis test of the factors by means of structural equation model, and the model has been modified by LISREL software and has come a conclusion that some factors are related to consumer complaint behavior in Internet. The research indicates that the factors, which consist of online consumer characteristics, product characteristics, consumer attitude to complaint, customer satisfaction and shopping experience, have a positive impact on web consumer complaint behavior tendency.

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“…Further, research has focused on the complaining customer rather than employee characteristics (McAlister and Erffmeyer, 2003). Consequently, little is known as to how customers evaluate the recovery process (Holloway and Beatty, 2003).…”

Section: Significance Of Customer Complaining and Complaint Satisfactionmentioning

confidence: 97%

Handling customer complaints effectively

Gruber

Szmigin

Voss

2009

Managing Service Quality: An International Journal

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Purpose -This paper explores the nature of complaint satisfaction with particular emphasis on the qualities and behaviors that male and female customers value during personal complaint handling service encounters.Design/Methodology/Approach -A semi-standardized qualitative technique called laddering was used to reveal the cognitive structures of complaining female and male customers. In total, 40 laddering interviews with 21 female and 19 male respondents with complaining experience were conducted.Findings -The research indicates that being taken seriously in the complaint encounter together with the employee's competence, friendliness and active listening skills are particularly important for both male and female complainants. Females were more able than male respondents to develop strong associations on the highest level of abstraction and link desired employee behaviors with several values. Female customers tended to be more emotionally involved than male customers as they wanted employees to apologize for the problem and sometimes needed time to calm down and relax. By contrast, male complainants were mainly interested in a quick complaint solution.Research limitations/implications -Due to the exploratory nature of the study in general and the scope and size of its sample in particular, the findings are tentative in nature. As the study involved students from one university, the results cannot be generalized beyond this group even though in this case the student sample is likely to represent the general buying public.Practical implications -If companies know what female and male customers expect, contact employees may be trained to adapt their behavior to their customers' underlying expectations, which should have a positive impact on customer satisfaction. For this purpose, the paper gives several suggestions to managers to improve active complaint management.Originality/value -Our findings enrich the existing limited stock of knowledge on complaint management by developing a deeper understanding of the attributes that complaining male and female customers expect from customer contact employees, as well as the underlying logic for these expectations.

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A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations

Cited by 64 publications

References 33 publications

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

An Empirical Study of Factors Related to Consumer Complaint Behavior

Handling customer complaints effectively

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