Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives
Despite the abundance of marketing literature on consumer complaint behaviour, little is done to explicate such behaviour from generational perspectives. How the older and younger groups complain, and whether the latter learn or inherit behavioural values from the former through observation remai...
| Main Authors: | , , , |
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| Format: | Proceeding |
| Language: | English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/13662/ http://ir.unimas.my/id/eprint/13662/1/COMPLAINT%20BEHAVIOUR%20BY%20GENERATIONS%20%28abstract%29.pdf |
| _version_ | 1848837454669283328 |
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| author | Ernest Cyril, de Run Hiram, Ting Hai-Ee, Tan Huat, Wei Huang |
| author_facet | Ernest Cyril, de Run Hiram, Ting Hai-Ee, Tan Huat, Wei Huang |
| author_sort | Ernest Cyril, de Run |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | Despite the abundance of marketing literature on consumer complaint behaviour,
little is done to explicate such behaviour from generational perspectives. How the
older and younger groups complain, and whether the latter learn or inherit
behavioural values from the former through observation remain unknown. Using
theories pertinent to complaint behaviour and social learning theory as the basis, the
present study aims to look into complaint behaviour between two generations,
namely the mothers and the daughters. A qualitative approach using dyad interview
was employed in Sarawak to gain insights not only about their respective complaint
behaviour but also its similarities and differences simultaneously. Subsequently, five
pairs of mothers and daughters were interviewed. All interviews were transcribed and
analyzed using content analysis. The findings show that while the mothers would
most likely seek redress in person, complain to others verbally and take no action, the
daughters tend to seek redress and tell others about it using electronic media. The
study thus serves as a precursor to future investigation on complaint behaviour by
different family members and the potential transmission of behavioural values
between generations. Practical implication is provided. |
| first_indexed | 2025-11-15T06:39:55Z |
| format | Proceeding |
| id | unimas-13662 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:39:55Z |
| publishDate | 2016 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-136622017-02-17T08:09:10Z http://ir.unimas.my/id/eprint/13662/ Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives Ernest Cyril, de Run Hiram, Ting Hai-Ee, Tan Huat, Wei Huang H Social Sciences (General) HG Finance Despite the abundance of marketing literature on consumer complaint behaviour, little is done to explicate such behaviour from generational perspectives. How the older and younger groups complain, and whether the latter learn or inherit behavioural values from the former through observation remain unknown. Using theories pertinent to complaint behaviour and social learning theory as the basis, the present study aims to look into complaint behaviour between two generations, namely the mothers and the daughters. A qualitative approach using dyad interview was employed in Sarawak to gain insights not only about their respective complaint behaviour but also its similarities and differences simultaneously. Subsequently, five pairs of mothers and daughters were interviewed. All interviews were transcribed and analyzed using content analysis. The findings show that while the mothers would most likely seek redress in person, complain to others verbally and take no action, the daughters tend to seek redress and tell others about it using electronic media. The study thus serves as a precursor to future investigation on complaint behaviour by different family members and the potential transmission of behavioural values between generations. Practical implication is provided. 2016 Proceeding NonPeerReviewed text en http://ir.unimas.my/id/eprint/13662/1/COMPLAINT%20BEHAVIOUR%20BY%20GENERATIONS%20%28abstract%29.pdf Ernest Cyril, de Run and Hiram, Ting and Hai-Ee, Tan and Huat, Wei Huang (2016) Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives. In: 7th International Borneo Business Conference (IBBC2016), jointly organized by Universiti Malaysia Sabah (UMS) and Universiti Malaysia Sarawak (UNIMAS), 7-8 September 2016, Chancellery Building, UMS. DOI: 10.13140/RG.2.2.13506.99526 |
| spellingShingle | H Social Sciences (General) HG Finance Ernest Cyril, de Run Hiram, Ting Hai-Ee, Tan Huat, Wei Huang Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title | Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title_full | Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title_fullStr | Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title_full_unstemmed | Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title_short | Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives |
| title_sort | complaint behaviour by generations: a qualitative inquiry from mother-daughter perspectives |
| topic | H Social Sciences (General) HG Finance |
| url | http://ir.unimas.my/id/eprint/13662/ http://ir.unimas.my/id/eprint/13662/ http://ir.unimas.my/id/eprint/13662/1/COMPLAINT%20BEHAVIOUR%20BY%20GENERATIONS%20%28abstract%29.pdf |