Seniors’ attitudes to voicing complaints: a qualitative study
Demographic trends and developments in the societal distribution of financial resources have resulted in a substantial increase in the purchasing power of the senior market, making this segment of increasing interest to marketers. This qualitative study examined seniors’ knowledge of and attitudes t...
| 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/20.500.11937/9121 |
| _version_ | 1848745858068119552 |
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| author | Grougiou, V. Pettigrew, Simone |
| author_facet | Grougiou, V. Pettigrew, Simone |
| author_sort | Grougiou, V. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Demographic trends and developments in the societal distribution of financial resources have resulted in a substantial increase in the purchasing power of the senior market, making this segment of increasing interest to marketers. This qualitative study examined seniors’ knowledge of and attitudes towards voicing complaints to service providers. In-depth interviews and projective techniques were conducted with 60 seniors of varying demographic profiles. The findings support previous research that has found that seniors may avoid expressing dissatisfaction with service organisations directly to the service provider. Interviewees attributed their reluctance to complain to image management concerns, culturally-attributed difficulties, market alienation, emotional and physical costs, and prior disappointing experiences. A model of senior customers’ intentions to voice their complaints to service organisations is proposed and suggestions for further research are provided. |
| first_indexed | 2025-11-14T06:24:02Z |
| format | Journal Article |
| id | curtin-20.500.11937-9121 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:24:02Z |
| publishDate | 2010 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-91212017-09-13T14:52:05Z Seniors’ attitudes to voicing complaints: a qualitative study Grougiou, V. Pettigrew, Simone Dissatisfaction Attitudes Seniors Complaining behaviour Demographic trends and developments in the societal distribution of financial resources have resulted in a substantial increase in the purchasing power of the senior market, making this segment of increasing interest to marketers. This qualitative study examined seniors’ knowledge of and attitudes towards voicing complaints to service providers. In-depth interviews and projective techniques were conducted with 60 seniors of varying demographic profiles. The findings support previous research that has found that seniors may avoid expressing dissatisfaction with service organisations directly to the service provider. Interviewees attributed their reluctance to complain to image management concerns, culturally-attributed difficulties, market alienation, emotional and physical costs, and prior disappointing experiences. A model of senior customers’ intentions to voice their complaints to service organisations is proposed and suggestions for further research are provided. 2010 Journal Article http://hdl.handle.net/20.500.11937/9121 10.1362/026725709X479336 Routledge restricted |
| spellingShingle | Dissatisfaction Attitudes Seniors Complaining behaviour Grougiou, V. Pettigrew, Simone Seniors’ attitudes to voicing complaints: a qualitative study |
| title | Seniors’ attitudes to voicing complaints: a qualitative study |
| title_full | Seniors’ attitudes to voicing complaints: a qualitative study |
| title_fullStr | Seniors’ attitudes to voicing complaints: a qualitative study |
| title_full_unstemmed | Seniors’ attitudes to voicing complaints: a qualitative study |
| title_short | Seniors’ attitudes to voicing complaints: a qualitative study |
| title_sort | seniors’ attitudes to voicing complaints: a qualitative study |
| topic | Dissatisfaction Attitudes Seniors Complaining behaviour |
| url | http://hdl.handle.net/20.500.11937/9121 |