Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

QR Code

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...

Full description

Bibliographic Details
Main Authors:	Sharma, Piyush, Marshall, R., Reday, P., Na, W.
Format:	Journal Article
Published:	Routledge 2010
Subjects:	involvement impulsivity dissatisfaction self-monitoring customer satisfaction customer complaint behaviour
Online Access:	http://hdl.handle.net/20.500.11937/36881

Similar Items

Complainers versus non-complainers retaliatory responses towards service dissatisfactions
by: Phau, Ian, et al.
Published: (2008)

A study on customer care center and complaints handling of Kontena Nasional Berhad / Azizah Ahmad Johan
by: Ahmad Johan, Azizah
Published: (2010)

A study of service recovery of customer complaint at Telekom Malaysia Berhad ™ in Kota Bharu / Fatin Nadhirah Ahmad Shafien
by: Ahmad Shafien, Fatin Nadhirah
Published: (2014)

Determining the factors that influenced customer's complaint: a case study at PERNEC Technologies Sdn. Bhd. / Nik Shila Azwin Nek Ahmad Kamal
by: Nek Ahmad Kamal, Nik Shila Azwin
Published: (2006)

A cross-national investigation of university students' complaining behaviour and attitudes to complaining
by: Ferguson, Graham, et al.
Published: (2012)

Factors contribute to customer complaint towards services at operation department in Johor Port Berhad / Aqashah Shahren Luqman
by: Luqman, Aqashah Shahren
Published: (2013)

The element of service quality which most contributes to customer satisfaction in using Unipeq Sdn. Bhd. services / Norlisha Bujang
by: Bujang, Norlisha
Published: (2010)

A research about the level of customer satisfaction towards Putra Specialist Hospital (Batu Pahat) Sdn. Bhd. / Siti Zanita Raujan
by: Raujan, Siti Zanita
Published: (2010)

The effectiveness of loyalty program towards customer loyalty / Mohammad Zaim Mohd Salleh ...[et al.]
by: Mohd Salleh, Mohammad Zaim, et al.
Published: (2018)

An unvoiced complaint: an exploratory study of unifi complainers and non-complainers
by: Fairuz, Azmi Elmy, et al.
Published: (2015)

Streamyx complain by customers: a case study of Telekom Malaysia Berhad / Mohd Syafiq Ishak
by: Ishak, Mohd Syafiq
Published: (2010)

Seniors’ attitudes to voicing complaints: a qualitative study
by: Grougiou, V., et al.
Published: (2010)

"Service Recovery: The Effects of Complaint Handling on Post-complaint Relationship Intention and Customer Switching Behaviour in the Taiwan Fastener Industry"
by: Hwang, Jui-Chin
Published: (2005)

Effectiveness of the corrective and preventive action program made by Oleochemicals (M) Sdn Bhd towards customer complaint under company product / Nor Hashimah Omar
by: Omar, Nor Hashimah
Published: (2005)

The influence of consumer complaint behaviour on relationship quality among Malaysian mobile phone services subscribers: complainers versus non-complainers
by: A. Rahman, Mohd Khirzan Badzli, et al.
Published: (2016)

The Effect of Perceived Justice on Customer Complaint Behavior
by: Zebeib, Mayan
Published: (2006)

Impulse Buying and Variety Seeking: A Trait-Correlates Perspective
by: Sharma, Piyush, et al.
Published: (2010)

Inquisitions into the complain and the non-complain customers: the Malaysian customers’ insight
by: Md. Zain, Osman
Published: (2011)

The effect of individualism and collectivism on customer satisfaction in retail sector asian versus western culture / Abdul Hamid Abdul Halim, Muhammad Hafizi Zamri and Mohd Faizol Rizal Mohd Rasid
by: Abdul Halim, Abdul Hamid, et al.
Published: (2018)

Consumer competency and relationship between dissatisfaction and complaint behaviour among mobile telecommunication network consumers in Lagos, Nigeria
by: Chinedu, Anyanwu Hilary
Published: (2017)

Exploring impulse buying and variety seeking by retail shoppers: towards a common conceptualframework
by: Sharma, Piyush, et al.
Published: (2010)

Exploring Impulse Buying in Services: Toward an Integrative Framework
by: Sharma, Piyush, et al.
Published: (2014)

Offshore Outsourcing of Customer Services - Boon or Bane?
by: Sharma, Piyush
Published: (2012)

Consumer complaint behaviour, satisfaction with complaint handling, mobile phone dependency and relationship quality in mobile phone service industry
by: A. Rahman, Mohd. Khirzanbadzli
Published: (2016)

The Extent of Supplier and Customer Involvement in New Product Innovation
by: Araci, Zehra Canan
Published: (2013)

Complaining about rivals: indifference, cooperation and competition in the governance of advertising
by: Cluley, Robert
Published: (2018)

Consumer complaining behavior : consumers' evaluations on service recovery strategies
by: Ahmad, Norzie Iriani
Published: (2001)

The impact of integrated TQM and interactivity on customer retention process
by: Faed, Alireza
Published: (2011)

Dimension of customer preference in the Malaysian foodservice industry:the relationship with customer satisfaction and loyalty / Abang Zainoren Abang Abdulrahman
by: Abang Abdulrahman, Abang Zainoren
Published: (2012)

Streamyx complaint by customers: a case study in Telekom Malaysia Berhad Melaka / Nur Syahirah Mahassan
by: Mahassan, Nur Syahirah
Published: (2011)

Complaints of group-stalking (‘gang-stalking’): an exploratory study of their nature and impact on complainants
by: Sheridan, Lorraine, et al.
Published: (2015)

Customer satisfaction at Bank Rakyat customer service: case study on Bank Rakyat head quarters / Siti Shahayu Mohd Rafdzi
by: Mohd Rafdzi, Siti Shahayu
Published: (2015)

The effectiveness of Customer Management Department in Telekom Malaysia consumer sales Selangor in retaining their existing customers / Nur Solatul Ima Sahidan
by: Sahidan, Nur Solatul Ima
Published: (2008)

Deliberate Self-Indulgence Versus Involuntary Loss of Self-Control: Toward a Robust Cross-Cultural Consumer Impulsiveness Scale
by: Sharma, Piyush, et al.
Published: (2011)

The influence of familiarity and customer involvement on customer service experience in Malaysian public higher education industry / Mazlina Mamat, Cheam Chai Li and Nik Nor Hasimah Nik Ismail
by: Mamat, Mazlina, et al.
Published: (2013)

A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
by: Zakaria, Hasbullah
Published: (2008)

A study on customer satisfaction at shell petrol stations / Nor Hilmi Jaid
by: Jaid, Nor Hilmi
Published: (1998)

Measuring customer satisfaction on service quality in Bank Rakyat / Raja Harun Tengku Wasimah
by: Raja Harun, Tengku Wasimah
Published: (2011)

A study on service quality towards customer satisfaction / Nurul Syamihah Mohamad Royani
by: Mohamad Royani, Nurul Syamihah
Published: (2016)

Customer satisfaction towards the services provided by POS Malaysia Berhad / Norazilla Abd Aziz
by: Abd Aziz, Norazilla
Published: (2010)