Investigating Individual Differences in Customer Complaint Behavior: Towards a Comprehensive Conceptual Framework

QR Code

Investigating Individual Differences in Customer Complaint Behavior: Towards a Comprehensive Conceptual Framework

There is little research exploring the complex psychological processes underlying individual differences in customer reactions to similar dissatisfaction situations i.e., whether to complain or not, whom to complain to and the methods used for complaining. In this research, we address these gaps by...

Full description

Bibliographic Details
Main Authors:	Sharma, Piyush, Marshall, R.
Format:	Conference Paper
Published:	2005
Online Access:	http://hdl.handle.net/20.500.11937/88186

Similar Items

Offshore Outsourcing of Customer Services and Consumer Behavior: Towards A Comprehensive Conceptual Framework
by: Sharma, Piyush, et al.
Published: (2015)

Counterfeit Purchase Behavior: Towards a Comprehensive Conceptual Framework
by: Sharma, Piyush, et al.
Published: (2010)

Demystifying Counterfeit Purchase Behavior: Towards a Comprehensive Conceptual Framework
by: Sharma, Piyush, et al.
Published: (2015)

Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour
by: Sharma, Piyush, et al.
Published: (2010)

Demystifying counterfeit purchase behaviour: Towards a comprehensive conceptual framework
by: Sharma, Piyush, et al.
Published: (2008)

Exploring counterfeit purchase behavior: Towards a unified conceptual framework
by: Sharma, Piyush, et al.
Published: (2011)

Demystifying Intercultural Service Encounters: Toward a Comprehensive Conceptual Framework
by: Sharma, Piyush, et al.
Published: (2009)

Customer expectations from luxury services: towards a conceptual framework
by: Asokan, Aswathy Ajitha, et al.
Published: (2020)

Exploring impulse buying in services vs products: Towards a common conceptual framework
by: Sharma, Piyush, et al.
Published: (2009)

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

Balancing food waste and sustainability goals in online food delivery: Toward a comprehensive conceptual framework
by: Shankar, Amit, et al.
Published: (2022)

Exploring the role of attitudinal functions in counterfeit purchase behavior via an extended conceptual framework
by: Sharma, Piyush, et al.
Published: (2017)

Leveraging gamification for tourism marketing activities: Towards a comprehensive conceptual model
by: Malik, Garima, et al.
Published: (2024)

Exploring customer reactions to offshore call centers: toward a comprehensive conceptualframework
by: Sharma, Piyush, et al.
Published: (2009)

Demystifying deliberate counterfeit purchase behaviour: Towards a unified conceptual framework
by: Sharma, Piyush, et al.
Published: (2015)

Investigating impulse buying and variety seeking: Towards a general theory of hedonic purchase behaviors
by: Sharma, Piyush, et al.
Published: (2006)

Role of HRM in knowledge integration: Towards a conceptual framework
by: Malik, A., et al.
Published: (2019)

Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers
by: Oly Ndubisi, Nelson, et al.
Published: (2007)

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

The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling
by: A. Rahman, Mohd Khirzanbadzli, et al.
Published: (2016)

Building a conceptual framework for determining individual differences of accessibility to tourist attractions
by: AlKahtani, S., et al.
Published: (2015)

What drives service managers’ performance? Towards an integrative conceptual model
by: Sharma, Piyush
Published: (2022)

Behavioural economics and customer complaints in the communications sector
by: Xavier, Patrick, et al.
Published: (2011)

A comprehensive conceptual framework for road safety strategies
by: Hughes, B., et al.
Published: (2016)

Information Security Policy Compliance Behavior Based on Comprehensive Dimensions of Information Security Culture: A Conceptual Framework
by: Nasir, Akhyari, et al.
Published: (2017)

Emerging digital technologies and consumer decision-making in retail sector: Towards an integrative conceptual framework
by: Sharma, Piyush, et al.
Published: (2023)

A methodology to map customer complaints and measure customer satisfaction and loyalty
by: Faed, Alireza, et al.
Published: (2014)

Organisational frontline participation – Towards an extended framework
by: Sharma, Piyush
Published: (2021)

When in Rome! Complaint contagion effect in multi-actor service ecosystems
by: Chen, Ke, et al.
Published: (2020)

Unpleasant market experience and consumer complaint behavior
by: Mahmud Mahayudin, Nurzatul Hakimah, et al.
Published: (2010)

Investigating Impulse Buying and Variety Seeking: Towards a General Theory of Hedonic Purchase Behaviors
by: Sharma, Piyush, et al.
Published: (2015)

Customer Complaint Behaviour and Intentions in Mobile Telecommunication Services
by: Umar, Amina Aliyu
Published: (2011)

Electrostatic discharge (ESD) improvement to reduce customer complaint
by: Rahman, Muhd Ambri, et al.
Published: (2010)

Customer complaints and the effectiveness of service guarantees in the hotel industry
by: Mohd Shahril, Aslinda, et al.
Published: (2022)

Olfactory Dysfunction is Associated with Subjective Memory Complaints in Community- Dwelling Elderly Individuals
by: Sohrabi, H.R., et al.
Published: (2009)

Qualitative Investigation of Digital Divide in Indonesia: Toward a Comprehensive Framework
by: Rahman, Arief, et al.
Published: (2012)

Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
by: Zainol, Noorliza, et al.
Published: (2014)

"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)

Counterfeit Proneness: Conceptualization and Scale Development
by: Sharma, Piyush
Published: (2009)

An analysis of consumer’ complaint intentions and complaint responses towards unethical advertisements / Hani Zulaikha Zulkifly
by: Zulkifly, Hani Zulaikha
Published: (2016)