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The structure and determinants of consumer complaint intentions and behavior

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  • Maute, Manfred F.
  • Forrester, William Jr.

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  • Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
    • Handle: RePEc:eee:joepsy:v:14:y:1993:i:2:p:219-247
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    Cited by:

    1. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
    2. van Oest, Rutger & Knox, George, 2011. "Extending the BG/NBD: A simple model of purchases and complaints," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 30-37.
    3. Achyuta Adhvaryu & Teresa Molina & Anant Nyshadham, 2019. "Expectations, Wage Hikes, and Worker Voice: Evidence from a Field Experiment," NBER Working Papers 25866, National Bureau of Economic Research, Inc.
    4. Gurdon, Michael A. & Savitt, Ronald & Pribova, Marie, 1999. "Consumer activism in the Czech Republic: the role of exit and voice in a changing economy," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 28(1), pages 3-19.
    5. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    6. Sánchez-García, Isabel & Currás-Pérez, Rafael, 2011. "Effects of dissatisfaction in tourist services: The role of anger and regret," Tourism Management, Elsevier, vol. 32(6), pages 1397-1406.
    7. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
    8. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    9. Touqeer Ashraf & Waseem Sajjad & Muhammad Rizwan & Dilshad Ahmed & Haseeb Nazeer, 2013. "Determinants of Consumer Complaining Behavior: A study of Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 121-138, December.
    10. Nurcan Turan & Nuri Calik, 2016. "Consumers' Post-Purchase Behavior In Terms Of Complaining, Assertiveness And Discontent; A Field Study From Eskisehir, Turkey," Proceedings of Economics and Finance Conferences 3205696, International Institute of Social and Economic Sciences.
    11. repec:dau:papers:123456789/4260 is not listed on IDEAS
    12. Melissa Cunliffe & Robert Johnston, 2008. "Complaint management and the role of the chief executive," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 47-63, March.
    13. Prabhjot Kaur & Sanjeev Kumar Sharma, 2015. "A Measure of Consumer Complaining Behaviour in Service Industry," Paradigm, , vol. 19(1), pages 37-51, June.
    14. Emrah Oney & Iman Aghaei, 2024. "Consumer complaint intentions: the impact of general and specific self-confidence," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 390-410, June.
    15. Anthony Freeman Mensah, 2012. "Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 2(4), pages 179-194, August.
    16. Cho, Heetae & Chi, Christina & Chiu, Weisheng, 2020. "Understanding sustained usage of health and fitness apps: Incorporating the technology acceptance model with the investment model," Technology in Society, Elsevier, vol. 63(C).
    17. Anthony Freeman Mensah, 2012. "Customer Complaint Behaviour Towards Mobile Telephony Services– Cases of Mtn And Tigo Ghana," International Journal of Business and Social Research, LAR Center Press, vol. 2(4), pages 179-194, August.
    18. Mustafa Ulker & Cagri Surucu & Pembe Ulker, 2024. "Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 10(1), pages 13-24, June.

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