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Determinants of Consumer Complaining Behavior: A study based on telecommunication firms of Pakistan

Author

Listed:
  • Abdur Rehman
  • Basit Saeed
  • Hina Kanwal
  • Muhammad Rizwan
  • Muhammad Rehan
  • Shoaib Hassan

Abstract

Due to the intense competition, the study of dissatisfaction among costumers has become the focus point of many firms. Hence this study focuses on consumer complaining intention keeping. Telecommunication firms have been kept in focus and descriptive research was conducted. The results show that attitude towards complaining, perceived possibility of success, subjective norms, all show significant effect on complaining intention and keeping previous experience as a antecedent excluding subjective norms. The research can give a deep insight to telecommunication firms for managing dissatisfaction

Suggested Citation

  • Abdur Rehman & Basit Saeed & Hina Kanwal & Muhammad Rizwan & Muhammad Rehan & Shoaib Hassan, 2013. "Determinants of Consumer Complaining Behavior: A study based on telecommunication firms of Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 106-120, December.
    • Handle: RePEc:mth:ijld88:v:3:y:2013:i:6:p:106-120
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    References listed on IDEAS

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    1. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    2. 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.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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