IDEAS home Printed from https://ideas.repec.org/a/mth/ijld88/v3y2013i6p121-138.html
   My bibliography  Save this article

Determinants of Consumer Complaining Behavior: A study of Pakistan

Author

Listed:
  • Touqeer Ashraf
  • Waseem Sajjad
  • Muhammad Rizwan
  • Dilshad Ahmed
  • Haseeb Nazeer

Abstract

Importance of addressing dissatisfied consumers has increased very much these days because of intense competition due to establishment of new kind of stores and offering many kinds of customer services by service providers. This study focuses on effects of attitudinal and perceptional variables (attitude toward complaining, prior complaint experience, perceived possibility of success and customer¡¯s loyalty) on Consumer Complaining Behavior (CCB). Model of this research is to complete the attitudinal or behavioral perspective and consumer complaining behavior literature in the frame work. A total of 232 people were asked to become the part of this study through a self administered questionnaire from Bahawalpur City. This study uses a non-probability sampling technique that is convenience sampling. Regression results shown that attitude toward complaining, perceived possibility of success and customer loyalty had significant positive impact on consumer complaining behavior but relation between prior complaint experience and CCB was not proved to be significant. Careful studies have been carried out in order to validate conceptual frame-work that can be taken as an initial point to understand the concepts of Consumer Complaining Behavior (CCB).

Suggested Citation

  • 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.
    • Handle: RePEc:mth:ijld88:v:3:y:2013:i:6:p:121-138
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/download/6209/5014
    Download Restriction: no
    File URL: http://www.macrothink.org/journal/index.php/ijld/article/view/6209
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
    2. Bone, Paula Fitzgerald, 1995. "Word-of-mouth effects on short-term and long-term product judgments," Journal of Business Research, Elsevier, vol. 32(3), pages 213-223, March.
    3. Mittal, Vikas & Huppertz, John W. & Khare, Adwait, 2008. "Customer complaining: The role of tie strength and information control," Journal of Retailing, Elsevier, vol. 84(2), pages 195-204.
    4. 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.
    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. Hafiz Muhammad Naveed & Yao Hongxing & Muhammad Akhtar & Muhammad Usman Anwer & David Alemzero, 2020. "The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry," Business and Economic Research, Macrothink Institute, vol. 10(3), pages 65-89, September.

    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. 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.
    2. 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.
    3. Zhang, Jason Q. & Craciun, Georgiana & Shin, Dongwoo, 2010. "When does electronic word-of-mouth matter? A study of consumer product reviews," Journal of Business Research, Elsevier, vol. 63(12), pages 1336-1341, December.
    4. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
    5. Inyoung Chae & Andrew T. Stephen & Yakov Bart & Dai Yao, 2017. "Spillover Effects in Seeded Word-of-Mouth Marketing Campaigns," Marketing Science, INFORMS, vol. 36(1), pages 89-104, January.
    6. Sebastian Schneider, 2022. "Price-related consumer discussions in China and the United States: a cross-cultural study investigating price perceptions and word-of-mouth transmission," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(3), pages 274-290, June.
    7. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
    8. Abdul Haseeb Chaudhary & Anum Mukhtar, 2016. "Determinants of Relationship Continuity: A Mediational Study of Relationship Quality and Word of Mouth," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(12), pages 230-230, November.
    9. Kim, Do Yuon & Kim, Hye-Young, 2021. "Trust me, trust me not: A nuanced view of influencer marketing on social media," Journal of Business Research, Elsevier, vol. 134(C), pages 223-232.
    10. Gruen, Thomas W. & Osmonbekov, Talai & Czaplewski, Andrew J., 2006. "eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 449-456, April.
    11. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
    12. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2021. "Exit, Tweets, and Loyalty," American Economic Journal: Microeconomics, American Economic Association, vol. 13(2), pages 68-112, May.
    13. Minseok Choi & Kyeongseok Han & Jeongil Choi, 2015. "The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 463-490, September.
    14. Guo, Chiquan & Wang, Yong J. & Metcalf, Ashley, 2014. "How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective," International Journal of Production Economics, Elsevier, vol. 156(C), pages 235-245.
    15. Oginni, B.O. & Omoyele, S.O. & Ogunwole, O.A.C., 2013. "A Critical Analysis of Information Technology and Customers’ Satisfaction in Lagos Banking Environment of Nigeria," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 4(1), pages 50-57, January.
    16. Dong, Xueyan & Wang, Tienan, 2018. "Social tie formation in Chinese online social commerce: The role of IT affordances," International Journal of Information Management, Elsevier, vol. 42(C), pages 49-64.
    17. Yingtao Shen & Shenyu Li & Michelle DeMoss, 2012. "The Effect Of Quantitative Electronic Word Of Mouth On Consumer Perceived Product Quality," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(2), pages 19-29.
    18. Eeva-Liisa Oikarinen, 2023. "The Boundaries of a Small Company’s Human Voice: Insights into Dark Humour in Internet Recruitment Advertising," Corporate Reputation Review, Palgrave Macmillan, vol. 26(3), pages 223-241, August.
    19. Chen, Chen & Dou, Ying & Kuang, Yu Flora & Naiker, Vic, 2023. "Do professional ties enhance board seat prospects of independent directors with tainted reputations?," Journal of Banking & Finance, Elsevier, vol. 154(C).
    20. Arsenovic, Jasenko & De Keyser, Arne & Edvardsson, Bo & Tronvoll, Bård & Gruber, Thorsten, 2021. "Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes," Journal of Business Research, Elsevier, vol. 134(C), pages 342-351.

    More about this item

    JEL classification:

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

    Statistics

    Access and download statistics

    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:mth:ijld88:v:3:y:2013:i:6:p:121-138. 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: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/ijld .

    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.