An overview of consumer complaining behavior and the choice of complaint channels in service industry
In extensive view of consumers’ complaint behavior research area, choosing specific complaint channels has been considered as a phenomenon. Although, existing literatures explored much on the consumption behavior of products and services, exploring on the choice of complaint channels still in infanc...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universiti Malaysia Perlis
2016
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| Online Access: | https://repo.uum.edu.my/id/eprint/22096/1/IJBT%206%202%202016%20309%20318.pdf |
| _version_ | 1803628292710858752 |
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| author | Patwary, Ataul Karim Omar, Hamimi |
| author_facet | Patwary, Ataul Karim Omar, Hamimi |
| author_sort | Patwary, Ataul Karim |
| collection | UUM |
| description | In extensive view of consumers’ complaint behavior research area, choosing specific complaint channels has been considered as a phenomenon. Although, existing literatures explored much on the consumption behavior of products and services, exploring on the choice of complaint channels still in infancy level.Moreover, investigation of
channel-choice for complaining is not done extensively.This study provides a brief overview on complaint responses and classifications of
consumer complaining behavior (CCB).Consequently, a suitable classification of complaint reactions with regard to complaint channels is discussed in details.The researchers suggested three aspects which are vital for service providers in order to retain existing consumers and seek for new consumers and acquire positive word of mouth; (1) the service providers required to encourage consumers to make complains (2) complaint channels should be easily accessible for consumers and (3)
existence of smooth complaint handling process. The development of this extensive literature review, suggestions and conceptualization would be
helpful for researchers while they aim for further empirical investigation of consumers complaining behavior and complaint channels. |
| first_indexed | 2024-07-04T06:19:39Z |
| format | Article |
| id | uum-22096 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:19:39Z |
| publishDate | 2016 |
| publisher | Universiti Malaysia Perlis |
| record_format | dspace |
| spelling | uum-220962017-05-29T07:57:08Z https://repo.uum.edu.my/id/eprint/22096/ An overview of consumer complaining behavior and the choice of complaint channels in service industry Patwary, Ataul Karim Omar, Hamimi HF Commerce In extensive view of consumers’ complaint behavior research area, choosing specific complaint channels has been considered as a phenomenon. Although, existing literatures explored much on the consumption behavior of products and services, exploring on the choice of complaint channels still in infancy level.Moreover, investigation of channel-choice for complaining is not done extensively.This study provides a brief overview on complaint responses and classifications of consumer complaining behavior (CCB).Consequently, a suitable classification of complaint reactions with regard to complaint channels is discussed in details.The researchers suggested three aspects which are vital for service providers in order to retain existing consumers and seek for new consumers and acquire positive word of mouth; (1) the service providers required to encourage consumers to make complains (2) complaint channels should be easily accessible for consumers and (3) existence of smooth complaint handling process. The development of this extensive literature review, suggestions and conceptualization would be helpful for researchers while they aim for further empirical investigation of consumers complaining behavior and complaint channels. Universiti Malaysia Perlis 2016-06 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/22096/1/IJBT%206%202%202016%20309%20318.pdf Patwary, Ataul Karim and Omar, Hamimi (2016) An overview of consumer complaining behavior and the choice of complaint channels in service industry. International Journal of Business and Technopreneurship, 6 (2). pp. 309-318. ISSN 2231-7090 https://ijbt.unimap.edu.my/images/stories/Vol_6_No_2_June_2016/ijbt_vol_6_june_2016_7_309-318.pdf |
| spellingShingle | HF Commerce Patwary, Ataul Karim Omar, Hamimi An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title | An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title_full | An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title_fullStr | An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title_full_unstemmed | An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title_short | An overview of consumer complaining behavior and the choice of complaint channels in service industry |
| title_sort | overview of consumer complaining behavior and the choice of complaint channels in service industry |
| topic | HF Commerce |
| url | https://repo.uum.edu.my/id/eprint/22096/1/IJBT%206%202%202016%20309%20318.pdf |
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