IDEAS home Printed from https://ideas.repec.org/a/eee/telpol/v40y2016i8p804-820.html
   My bibliography  Save this article

Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain

Author

Listed:
  • Garín-Muñoz, Teresa
  • Pérez-Amaral, Teodosio
  • Gijón, Covadonga
  • López, Rafael

Abstract

This work analyses the post-purchase behaviour of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behaviour (CCB), a survey for 4249 individuals in Spain is used for specifying econometric equations that explain the determinants of the complaining decision and the impact that a proper complaint management may have on overall satisfaction. The results suggest that dissatisfaction is not a necessary condition for complaining and that the propensity to complain is different depending on the type of problem experienced by the customer. Another finding is that a proper handling of complaints by the company may constitute a source of improvement in the overall user satisfaction and profitability of the firm. This result is of interest for its implications when designing a company׳s marketing strategy. Accordingly it seems reasonable to use complaint management as a powerful tool to retain customers.

Suggested Citation

  • Garín-Muñoz, Teresa & Pérez-Amaral, Teodosio & Gijón, Covadonga & López, Rafael, 2016. "Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain," Telecommunications Policy, Elsevier, vol. 40(8), pages 804-820.
    • Handle: RePEc:eee:telpol:v:40:y:2016:i:8:p:804-820
    DOI: 10.1016/j.telpol.2015.05.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0308596115000622
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.telpol.2015.05.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to look for a different version below or search for a different version of it.

    Other versions of this item:

    References listed on IDEAS

    as
    1. Andreasen, Alan R, 1985. "Consumer Responses to Dissatisfaction in Loose Monopolies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(2), pages 135-141, September.
    2. Gilly, Mary C & Gelb, Betsy D, 1982. "Post-Purchase Consumer Processes and the Complaining Consumer," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(3), pages 323-328, December.
    3. J. Scott Long & Jeremy Freese, 2006. "Regression Models for Categorical Dependent Variables using Stata, 2nd Edition," Stata Press books, StataCorp LP, edition 2, number long2, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Uner, M.Mithat & Guven, Faruk & Cavusgil, S.Tamer, 2020. "Churn and loyalty behavior of Turkish digital natives: Empirical insights and managerial implications," Telecommunications Policy, Elsevier, vol. 44(4).
    2. Guven, Faruk, 2018. "Churn and loyalty behaviour of Turkish digital natives," 29th European Regional ITS Conference, Trento 2018 184943, International Telecommunications Society (ITS).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jinsuk Yang & Qing Hao & Mahmut Yaşar, 2023. "Institutional investors and cross‐border mergers and acquisitions: The 2000–2018 period," International Review of Finance, International Review of Finance Ltd., vol. 23(3), pages 553-583, September.
    2. Kerri Brick & Martine Visser & Justine Burns, 2012. "Risk Aversion: Experimental Evidence from South African Fishing Communities," American Journal of Agricultural Economics, Agricultural and Applied Economics Association, vol. 94(1), pages 133-152.
    3. Clara Berridge & Yuanjin Zhou & Julie M. Robillard & Jeffrey Kaye, 2023. "AI Companion Robot Data Sharing: Preferences of an Online Cohort and Policy Implications," Journal of Elder Policy, John Wiley & Sons, vol. 2(3), pages 19-54, June.
    4. Dixon, Huw D. & Grimme, Christian, 2022. "State-dependent or time-dependent pricing? New evidence from a monthly firm-level survey: 1980–2017," European Economic Review, Elsevier, vol. 150(C).
    5. Melanie Lefevre, 2011. "Willingness-to-pay for Local Milk-based Dairy Product in Senegal," CREPP Working Papers 1108, Centre de Recherche en Economie Publique et de la Population (CREPP) (Research Center on Public and Population Economics) HEC-Management School, University of Liège.
    6. Erik Stam & Roy Thurik & Peter van der Zwan, 2010. "Entrepreneurial exit in real and imagined markets," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 19(4), pages 1109-1139, August.
    7. Miriam Marcén & Marina Morales, 2019. "Live together: does culture matter?," Review of Economics of the Household, Springer, vol. 17(2), pages 671-713, June.
    8. Bruno Amable, 2009. "The Differentiation of Social Demands in Europe. The Social Basis of the European Models of Capitalism," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 91(3), pages 391-426, May.
    9. Altorjai, Szilvia, 2013. "Over-qualification of immigrants in the UK," ISER Working Paper Series 2013-11, Institute for Social and Economic Research.
    10. Michelsen, Carl Christian & Madlener, Reinhard, 2016. "Switching from fossil fuel to renewables in residential heating systems: An empirical study of homeowners' decisions in Germany," Energy Policy, Elsevier, vol. 89(C), pages 95-105.
    11. Rolando Rubilar-Torrealba & Karime Chahuán-Jiménez & Hanns de la Fuente-Mella & Mercedes Marzo-Navarro, 2022. "Econometric Modeling to Measure the Social and Economic Factors in the Success of Entrepreneurship," Sustainability, MDPI, vol. 14(13), pages 1-15, June.
    12. Susanne Meyer & Javier Revilla Diez, 2015. "One country, two systems: How regional institutions shape governance modes in the greater Pearl River Delta, China," Papers in Regional Science, Wiley Blackwell, vol. 94(4), pages 891-900, November.
    13. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    14. Bornmann, Lutz & Leydesdorff, Loet & Wang, Jian, 2014. "How to improve the prediction based on citation impact percentiles for years shortly after the publication date?," Journal of Informetrics, Elsevier, vol. 8(1), pages 175-180.
    15. Battke, Benedikt & Schmidt, Tobias S. & Stollenwerk, Stephan & Hoffmann, Volker H., 2016. "Internal or external spillovers—Which kind of knowledge is more likely to flow within or across technologies," Research Policy, Elsevier, vol. 45(1), pages 27-41.
    16. Kelly Sharp & Hisham Zerriffi & Philippe Billon, 2020. "Land scarcity, resettlement and food security: Assessing the effect of voluntary resettlement on diet quality in Malawi," Food Security: The Science, Sociology and Economics of Food Production and Access to Food, Springer;The International Society for Plant Pathology, vol. 12(1), pages 191-205, February.
    17. Charlie Tchinda & Marcus Dejardin, 2021. "Are Business Policy Measures in Response to the COVID-19 Pandemic to Be Equally Valued? An Exploration According to SMEs Owners’ Business Expectations," Sustainability, MDPI, vol. 13(21), pages 1-42, October.
    18. Ryan J. Owens, 2010. "The Separation of Powers and Supreme Court Agenda Setting," American Journal of Political Science, John Wiley & Sons, vol. 54(2), pages 412-427, April.
    19. Carlos García-Serrano & Virginia Hernanz & Luis Toharia, 2010. "Mind the Gap, Please! The Effect of Temporary Help Agencies on the Consequences of Work Accidents," Journal of Labor Research, Springer, vol. 31(2), pages 162-182, June.
    20. Lee, Richard J. & Sener, Ipek N. & Mokhtarian, Patricia L. & Handy, Susan L., 2017. "Relationships between the online and in-store shopping frequency of Davis, California residents," Transportation Research Part A: Policy and Practice, Elsevier, vol. 100(C), pages 40-52.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:telpol:v:40:y:2016:i:8:p:804-820. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30471/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.