Complainers versus non-complainers retaliatory responses towards service dissatisfactions
The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a rando...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing Limited
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/35931 |
| _version_ | 1848754629413699584 |
|---|---|
| author | Phau, Ian Baird, Michael |
| author_facet | Phau, Ian Baird, Michael |
| author_sort | Phau, Ian |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a random list of addresses obtained from the White Pages. Data from 237 usable surveys (29.1%) were analysed using a series of statistical techniques including factor analysis to profile psychographic factors and discriminant analysis to identify complainers from non-complainers. It is found that both complainers and non-complainers engage in some form of retaliatory responses. Complainers have a high sense of justice, are less conservative and have a more positive attitude towards complaining than their non-complaining counterparts. Gender, income and education have no effect on complaining behaviour for both complainers and non-complainers.The high number of retaliation through 'exit' is a concern for Australian firms. Firms have to make an effort to identify the conditions exactly how each occurs and the strategies best available to rectify them. Mechanisms can be put in place to reduce these occurrences to improve the business as a whole. The paper matches the demographic and psychographic profiles of complainers and non-complainers with potential types of products and services and the related retaliatory responses. |
| first_indexed | 2025-11-14T08:43:27Z |
| format | Journal Article |
| id | curtin-20.500.11937-35931 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:43:27Z |
| publishDate | 2008 |
| publisher | Emerald Group Publishing Limited |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-359312019-02-19T05:35:34Z Complainers versus non-complainers retaliatory responses towards service dissatisfactions Phau, Ian Baird, Michael Complaints Dissatisfaction Exit Service Recovery Retaliatory response The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a random list of addresses obtained from the White Pages. Data from 237 usable surveys (29.1%) were analysed using a series of statistical techniques including factor analysis to profile psychographic factors and discriminant analysis to identify complainers from non-complainers. It is found that both complainers and non-complainers engage in some form of retaliatory responses. Complainers have a high sense of justice, are less conservative and have a more positive attitude towards complaining than their non-complaining counterparts. Gender, income and education have no effect on complaining behaviour for both complainers and non-complainers.The high number of retaliation through 'exit' is a concern for Australian firms. Firms have to make an effort to identify the conditions exactly how each occurs and the strategies best available to rectify them. Mechanisms can be put in place to reduce these occurrences to improve the business as a whole. The paper matches the demographic and psychographic profiles of complainers and non-complainers with potential types of products and services and the related retaliatory responses. 2008 Journal Article http://hdl.handle.net/20.500.11937/35931 10.1108/02634500810902848 Emerald Group Publishing Limited fulltext |
| spellingShingle | Complaints Dissatisfaction Exit Service Recovery Retaliatory response Phau, Ian Baird, Michael Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title | Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title_full | Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title_fullStr | Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title_full_unstemmed | Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title_short | Complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| title_sort | complainers versus non-complainers retaliatory responses towards service dissatisfactions |
| topic | Complaints Dissatisfaction Exit Service Recovery Retaliatory response |
| url | http://hdl.handle.net/20.500.11937/35931 |