A cross-cultural study of consumer complaining behavior: VCR owners in the U.S. and Puerto Rico

Hernandez, Sigfredo A.; Strahle, William M.; Garcia, Hector L.; Sorensen, Robert C.

doi:10.1007/bf00380275

Cited by 27 publications

(18 citation statements)

References 8 publications

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“…Section one of the questionnaire collected data on respondents' characteristics, such as age, income, gender, educational achievement, and geographic location within Saudi Arabia. The second section was based on the multi-item scale proposed in Day's (1984) model, which was also used by Blodgett and Granbois (1992), Davidow and Dacin (1997), Fernandes and Santos (2007), Hernandez et al (1991), Huppertz (2003), Liu andZhang (2008), Oh (2003), and Stephens and Gwinner (1998). The list of complaint actions was adopted from Hirschman (1970) and Singh (1991).…”

Section: Methodsmentioning

confidence: 99%

“…Although a growing body of research has addressed the causes of CCB, part of the reasons for this growth is the failure to reach generalizable conclusions regarding CCB across product categories (Singh and Wilkes, 1996), across countries (Blodgett et al, 2006) as well as cultures (Hernandez et al, 1991;Ngai et al, 2007). The need to develop a country and product category-specific complaining behaviour model for Saudi Arabia is justified in terms of differences found by the previously cited researchers in addition to the dearth of prior research on consumer behaviour in Saudi Arabia, both in general (Morris and Al Dabbagh, 2004) and within this field.…”

Section: Literature Reviewmentioning

confidence: 99%

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The Influence of Income and Education on Saudi Dissatisfied Consumers Behaviour

Badghish¹

2016

SBE

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The purpose of the study is to explore the differences and similarities in post dissatisfaction behaviours between different levels of income and education among Saudi consumers. Currently few articles are available on the postdissatisfaction behaviour in growing markets, such as Arab countries despite the fact that GCC economies like the United Arab Emirates as well as Saudi Arabia are rising rapidly as their shopping background includes Western forms of retail. The sample was drawn from Saudi individuals which encountered a dissatisfying experience within a single type of retail outlet that sells electrical goods. The established survey instrument constructs considered different consumer complaint behaviour variable. Data were analysed using descriptive statistics, t-tests, Anova, and chi square analysis. The research addressed a literature gap and revealed a specific aspect of complaint behaviour which is related to income and educational levels. The quantitative study finds no differences in consumer complaint behaviour in terms of education and income levels of participants, with a single exception in the assessment for chances of success with complaint where lower educated participant is associated with higher complaining disposition.

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Section: Methodsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

The Influence of Income and Education on Saudi Dissatisfied Consumers Behaviour

Badghish¹

2016

SBE

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“…These two differences may cause differences between groups in their CCB. That is, vulnerable consumers in a society (the relatively poor, those with restricted rights, or ethnic minorities) are likely to differ in their complaining behaviours (Andreasen, 1990) from mainstream consumers while cultural differences may cause differences in CCB (Brockner, R., Mannix, Leung and Skarlicki, 2000;Hernandez, Strahle, Garcia and Sorensen, 1991;Hui and Au, 2001;Ngai, Heung, Wong and Chan, 2007). Souiden and Ladhari (2011) note that complaining seems to be influenced by the consumer's cultural background.…”

Section: Literature Reviewmentioning

confidence: 99%

An Exploratory Study of Customer Complaint Behaviour (CCB) in Saudi Arabia

Badghish¹,

Stanton²,

Hu³

2015

AJBR

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An exploratory study was conducted to obtain a better understanding of customer complaint behaviour (CCB) in Saudi Arabian electrical goods retailing. Recognising the purchasing presence of a large, non-Saudi resident population linked to guest workers, the study also sought to explore differences and similarities in CCB between Saudis and one non-Saudi group, in this case resident Filipinos. Drawing from the CCB literature, two questions were considered: When dissatisfied with a product, how do the customers proceed to complain? Do differences in complaining behaviour exist between Saudi and Filipino customers residing in Saudi Arabia? Using a single product category (electrical goods encompassing products ranging from electronics to whitegoods) and restricting responses to customers encountering a dissatisfying experience in this category, a mixed methods approach of focus groups, interviews with complaining customers and store managers, and observation of complainants, were used to gather data. The findings from the three methods were triangulated to bring out common themes as well as differences between the two groups. The mix of these research methods was able to distinguish subtleties within common themes. Accounts of experiences as well as observations of behaviour at complaint counters provided rich insights. While the expectations of customers deciding to complain appeared outwardly similar, Saudis often had stronger demands, both in terms of how they expected to be heard and in terms of remedies expected. Different styles of complaining can also be distinguished between the two groups, as well how they chose to complain. The research approach itself also provides insights into the suitability of particular research methods in different cultures while the exploratory findings justify further research into CCB in Saudi Arabia using methods and sample sizes that permit generalisation.

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“…Examples include Green et al's (1983) study of cross-cultural dimensions of family purchasing roles, Hernandez et al's (1991) research into cross-cultural issues affecting consumers' complaining behaviors, Lysonski et al's (1996) investigation into consumers' decision-making processes in a multinational context, and Dawar et al's (1996) study of interpersonal information exchange in cross-cultural settings. Progress was made in research design and methodologies, and there was a movement away from culture-bound theories and models toward a more globalized view of world markets (Wang 1996).…”

Section: Brief Literature Reviewmentioning

confidence: 99%

Assessing the Different Roles of Marketing Theory and Practice in the Jaws of Economic Uncertainty

Spotts¹

2015

Developments in Marketing Science: Proceedings of the Academy of Marketing Science

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A cross-cultural study of consumer complaining behavior: VCR owners in the U.S. and Puerto Rico

Cited by 27 publications

References 8 publications

The Influence of Income and Education on Saudi Dissatisfied Consumers Behaviour

The Influence of Income and Education on Saudi Dissatisfied Consumers Behaviour

An Exploratory Study of Customer Complaint Behaviour (CCB) in Saudi Arabia

Assessing the Different Roles of Marketing Theory and Practice in the Jaws of Economic Uncertainty

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