Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour
One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association...
| Main Authors: | , , , |
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| Format: | Journal Article |
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Routledge
2010
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| Online Access: | http://hdl.handle.net/20.500.11937/36881 |
| _version_ | 1848754893911752704 |
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| author | Sharma, Piyush Marshall, R. Reday, P. Na, W. |
| author_facet | Sharma, Piyush Marshall, R. Reday, P. Na, W. |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association with relevant situational factors. This gap is addressed with a new conceptual framework incorporating two situational variables – customer dissatisfaction and involvement – and two consumer traits – impulsivity and self-monitoring. Several hypotheses about their main and interaction effects are tested in two different contexts, using a survey-based study in three countries (Singapore, South Korea, and the United States). Specifically, it is shown that CCB is positively associated with involvement and impulsivity, and negatively with self-monitoring. Involvement and impulsivity are shown to moderate the association between dissatisfaction and CCB positively, and selfmonitoring moderates it negatively. Some implications and directions for future research are also discussed. |
| first_indexed | 2025-11-14T08:47:39Z |
| format | Journal Article |
| id | curtin-20.500.11937-36881 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:47:39Z |
| publishDate | 2010 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-368812017-02-28T01:43:50Z Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour Sharma, Piyush Marshall, R. Reday, P. Na, W. involvement impulsivity dissatisfaction self-monitoring customer satisfaction customer complaint behaviour One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association with relevant situational factors. This gap is addressed with a new conceptual framework incorporating two situational variables – customer dissatisfaction and involvement – and two consumer traits – impulsivity and self-monitoring. Several hypotheses about their main and interaction effects are tested in two different contexts, using a survey-based study in three countries (Singapore, South Korea, and the United States). Specifically, it is shown that CCB is positively associated with involvement and impulsivity, and negatively with self-monitoring. Involvement and impulsivity are shown to moderate the association between dissatisfaction and CCB positively, and selfmonitoring moderates it negatively. Some implications and directions for future research are also discussed. 2010 Journal Article http://hdl.handle.net/20.500.11937/36881 Routledge restricted |
| spellingShingle | involvement impulsivity dissatisfaction self-monitoring customer satisfaction customer complaint behaviour Sharma, Piyush Marshall, R. Reday, P. Na, W. Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title | Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title_full | Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title_fullStr | Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title_full_unstemmed | Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title_short | Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| title_sort | complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour |
| topic | involvement impulsivity dissatisfaction self-monitoring customer satisfaction customer complaint behaviour |
| url | http://hdl.handle.net/20.500.11937/36881 |