Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers
The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and custom...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Asian Academy of Management (AAM)
2007
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| Subjects: | |
| Online Access: | http://eprints.usm.my/35952/1/AAMJ_12-2-1.pdf |
| _version_ | 1825833376269991936 |
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| author | Oly Ndubisi, Nelson Tam, Yin Ling @ Adeline |
| author_facet | Oly Ndubisi, Nelson Tam, Yin Ling @ Adeline |
| author_sort | Oly Ndubisi, Nelson |
| collection | USM |
| description | The aim of this paper is to investigate whether male and female Malaysian consumers
differ in their dissatisfaction complaint behavior and its aftermath. The study examines
the moderation effect of gender in the relationship between public complaint behavior,
private complaint behavior and customer defection. Data for the study was collected from
218 randomly selected customers of retail banks in Malaysia. The results show that
public and private complaints are significantly associated with defection. These findings
are generic across sex-type. Theoretical and managerial implications of the findings are
discussed. |
| first_indexed | 2024-03-06T15:06:53Z |
| format | Article |
| id | usm.eprints-35952 |
| institution | Universiti Sains Malaysia |
| language | English |
| last_indexed | 2024-03-06T15:06:53Z |
| publishDate | 2007 |
| publisher | Asian Academy of Management (AAM) |
| record_format | dspace |
| spelling | usm.eprints-359522017-08-04T08:33:19Z http://eprints.usm.my/35952/ Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers Oly Ndubisi, Nelson Tam, Yin Ling @ Adeline HD28-70 Management. Industrial Management The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and customer defection. Data for the study was collected from 218 randomly selected customers of retail banks in Malaysia. The results show that public and private complaints are significantly associated with defection. These findings are generic across sex-type. Theoretical and managerial implications of the findings are discussed. Asian Academy of Management (AAM) 2007 Article PeerReviewed application/pdf en http://eprints.usm.my/35952/1/AAMJ_12-2-1.pdf Oly Ndubisi, Nelson and Tam, Yin Ling @ Adeline (2007) Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers. Asian Academy of Management Journal (AAMJ), 12 (2). pp. 1-13. ISSN 1394-2603 http://web.usm.my/aamj/12.2.2007/AAMJ%2012-2-1.pdf |
| spellingShingle | HD28-70 Management. Industrial Management Oly Ndubisi, Nelson Tam, Yin Ling @ Adeline Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers |
| title | Evaluating Gender Differences In The Complaint
Behavior Of Malaysian Consumers |
| title_full | Evaluating Gender Differences In The Complaint
Behavior Of Malaysian Consumers |
| title_fullStr | Evaluating Gender Differences In The Complaint
Behavior Of Malaysian Consumers |
| title_full_unstemmed | Evaluating Gender Differences In The Complaint
Behavior Of Malaysian Consumers |
| title_short | Evaluating Gender Differences In The Complaint
Behavior Of Malaysian Consumers |
| title_sort | evaluating gender differences in the complaint behavior of malaysian consumers |
| topic | HD28-70 Management. Industrial Management |
| url | http://eprints.usm.my/35952/1/AAMJ_12-2-1.pdf |
| work_keys_str_mv | AT olyndubisinelson evaluatinggenderdifferencesinthecomplaintbehaviorofmalaysianconsumers AT tamyinlingadeline evaluatinggenderdifferencesinthecomplaintbehaviorofmalaysianconsumers |