Seniors' attitudes to voicing complaints: a qualitative study

Grougiou, Vassiliki; Pettigrew, Simone

doi:10.1362/026725709x479336

Cited by 18 publications

(11 citation statements)

References 27 publications

(32 reference statements)

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“…These respondents generally prefer to complain by mail or e-mail. This result is in line with the results from Grougiou and Pettigrew (2009). No conclusion about their perception of social networks or their need for receiving advice from others can be drawn.…”

Section: Homogenous Subsets Of Complainerssupporting

confidence: 70%

Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour

Garding¹,

Bruns²

2015

SpringerBriefs in Business

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This chapter introduces two empirical studies to analyse the adequacy of complaint channels. In detail, five communication channels (mail, e-mail, phone, face-to-face and social networks) as complaint channels are examined from a customer perspective with regard to five dimensions: procedural justice, interactional justice, distributive justice, personal attitudes and social interaction. First, to test the adequacy of the complaint channels, a one-way analysis of variance is conducted for each dimension identified. Differences among the adequacy of complaint channels towards customer perceptions are revealed. Second, a cluster analysis provides detailed insights into customers' preferences regarding complaint channel choice.

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Section: Homogenous Subsets Of Complainerssupporting

confidence: 70%

Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour

Garding¹,

Bruns²

2015

SpringerBriefs in Business

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“…However, there is no consensus on the effect of age, income and education on complaint behaviour (Boote, 1998;Broadbridge & Marshall, 1995;Hogarth et al, 2001). It is stated that younger customers are more likely to complain than elder ones (Day, 1977;Grougiou & Pettigrew, 2009;Heung, 2000;Jacoby & Jaccard, 1981;Nimako & Mensah, 2012;Singh, 1989). Conversely, a positive relation was found between age and complaint behaviour (Phau & Baird, 2008).…”

Section: Literature Reviewmentioning

confidence: 99%

Consumer Behaviour and Warranty Claim: A Study on Czech Consumers

Shaw¹,

Chovancová²,

Bejtkovský³

2017

Economics &Amp; Sociology

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ABSTRACT. Consumer behaviour concerning warranty is significant for both consumers and business entities. This article presents the behaviour of consumers on warranty claims for purchased products or services. The present study attempts to investigate the influence of demographic variables on consumer satisfaction in the course of the warranty claim procedure. To study the behaviour of consumers, a quantitative approach was adopted with the sample of 453 respondents in Czech Republic. A self-administered, structured questionnaire was used to collect primary data during the survey and analysis was performed using Statistical Package for Social Science (SPSS). This study contributes to the body of knowledge in the field of consumer behaviour concerning warranty claims. JEL Classification: M31

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“…Past studies have briefly shown the older generation tends to complain less than the younger groups who are likely to take some form of action to express their dissatisfaction (Mahayudin, Haron, & Chan, 2010;Ngai, Heung, & Chan, 2007). It is also asserted that due to the experiences of the older consumers dealing with their dissatisfaction towards persons, products and organizations, they would most likely prefer to avoid any confrontation (Grougiou & Pettigrew, 2009). If they do decide to complain, they would respond using public actions (Ngai, Heung, & Chan, 2007).…”

Section: Consumer Complaint Behaviour By Generationsmentioning

confidence: 99%

Complaint Behaviour between Generations and Its Transmissions: An Exploratory Study in Malaysia

Ting¹,

Wong²,

Run³

2016

IJBM

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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 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 Malaysia 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. There is apparent similarity in seeking redress and ranting on between the mothers and daughters but the younger generation tends to do it via social media. The study thus serves as a precursor to future investigation on complaint behaviour by different generation cohorts in the same family and the potential transmission of behavioural values between them. Practical implications are provided.

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Seniors' attitudes to voicing complaints: a qualitative study

Cited by 18 publications

References 27 publications

Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour

Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour

Consumer Behaviour and Warranty Claim: A Study on Czech Consumers

Complaint Behaviour between Generations and Its Transmissions: An Exploratory Study in Malaysia

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