Why Do Consumers Use the Internet for Complaining to the Company

Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies.

Why Do Consumers Use the Internet for Complaining to the Company

Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers' channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer's propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective.

Managing Consumers Online Complaints

With regard to complainers, several scholars have tried to construct a taxonomy of consumers' complaining behavior. Based upon their distinct response styles, Singh (1990) proposed four consumer clusters: (a) passives, who are least ...

Managing Consumers  Online Complaints

Consumer complaints in the Internet forum have posed as a big threat for companies. However, little attention has been given to this issue so far. The users in the Internet forum can be categorized into three groups: complainers, repliers to the messages, and observers who only read the complaints or replies. This study explores how a company's response to complaints online affects the evaluation of the company by the observers, who are major users of the Internet forum. More specifically, this study examines how a company can select a response strategy to protect its reputation according to the context of the complaint. Psychology and Communication on the Internet Content Analysis of Web site Conceptual Model and Hypotheses Study 1 Study 2 Managerial Implications and Recommendations

Responsive Approaches to Consumer Complaints and Remedies

Responsive Approaches to Consumer Complaints and Remedies


Effective Consumer Complaining

This book covers everything from complaining about bad food in a restaurant to taking someone to court. ... COMPLAIN EFFECTIVELY LEARN HOW TO COMPLAIN EFFECTIVELY SECTION ONE BUYING AND SELLING 0383-KAUF EFFECTIVE CONSUMER COMPLAINING 11.

Effective Consumer Complaining

Make a complaint and WIN! The most up-to-date, practical advice for consumers who have what it takes to do battle against those trying to cheat, steal or scam them. Fight back. End up with enormous satisfaction.

Consumer Satisfaction And Complaining Behaviour

Paker Richard et al . , ( 1993 ) , " Some Consumption Orientations Associated with Propensity to Complain , Journal of Consumer Satisfaction / Dissatisfaction and Complaining Behaviour , pp . 111-117 .

Consumer Satisfaction And Complaining Behaviour

Aims To Identity The Determinants Of Satisfaction And In Order To Test The Strength Of Relationship To Develop A Model Which Can Help Predict Satisfaction Behaviour At The Time Of Purchase. The Model Prepared Has Been Tested With The Help Of Logistic Regression. Five Chapters A Questionaire And A Useful Bibliography.

Complaint Handling in the Library

“ Turning Customer Complaints From a Nuisance Into an Opportunity . ” Canadian Business 53 ( May 1980 ) : 116 ; and Blanding , Warren , et al . 133 Ways to Handle Customer Complaints . Washington , D.C .: Marketing Publications Inc.

Complaint Handling in the Library


Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior

Godwin , B. F. , P. G. Patterson and L. W. Johnson ( 1995 ) , " Emotion , Coping and Complaining Propensity Following a Dissatisfactory Service Encounter , " Journal of Consumer Satisfaction , Dissatisfaction and Complaining Behaviour ...

Journal of Consumer Satisfaction  Dissatisfaction  and Complaining Behavior


Consumer Controversies Resolution Act

there were at least three places to complain to . A number of them , as I mentioned before , didn't want to handle them any more . But the Boston Consumers Council , for example , continued to handle consumer complaints .

Consumer Controversies Resolution Act


Occasional Papers

133 Ways to Handle Customer Complaints . Washington , D.C .: Marketing Publications Inc. , 1979 and cited in Zbytniewski , Jo - Ann . “ Don't Gripe When Your Customers Complain . ” Progressive Grocers 58 ( Dec . 1979 ) : 70A . 3.

Occasional Papers


Understanding the Older Consumer

complain less. Valle and Lawther (1979) found evidence that older consumers who complain after an unsatisfactory buying experience tend to be highest in interpersonal mistrust and expect truthfulness from others.

Understanding the Older Consumer

In Understanding the Older Consumer, Barrie Gunter provides a detailed examination of the demographic, behavioural and psychological profiles of the older consumer. He shows that without the responsibilities of loans and child raising and with better financial provision than in previous years, the over-50s represent a powerful spending force. In order to reach this group, Barrie Gunter shows how to target advertising and respond to the changes that have occurred. Understanding the Older Consumer provides a wealth of information on older people's lifestyles and leisure, their interest in the mass media, their perceptions of advertising and their shopping.

Clearinghouse Review

A. Coverage The current Act clearly covers consumer reports used for credit , employment , and insurance . ... Consequently , even when consumers complain , agencies currently can continue to report " accurately " the filing of an ...

Clearinghouse Review


Occasional Papers

Turning Customer Complaints From a Nuisance Into an Opportunity . ... 133 Ways to Handle Customer Complaints . Washington , D.C . ... “ Predicting and Profiling Consumer Satisfaction and Propensity to Complain .

Occasional Papers


Global Perspectives in Cross Cultural and Cross National Consumer Research

Consumers Complain-What Happens When Business Responds?” In Consumer Satisfaction/Dinatisfaction and Complaining Behavior Conference Proceedings, Ralph Day and Keith Hunt, eds. Bloomington: Indiana University, 88-94.

Global Perspectives in Cross Cultural and Cross National Consumer Research

Global Perspectives in Cross-Cultural and Cross-National Consumer Research deals with several important issues crucial for greater understanding of international and cross-cultural consumer behavior. This understanding in turn can provide international marketers with valuable insights, such as conditions under which globalization may or may not work. The coverage in this book is interdisciplinary in nature, and the chapters discuss several constructs (intermediary variables, processes, and also other environmental influences) related to social, personal, and psychological components or consequences of culture. The book begins with a conceptual model of the effect of culture on consumer behavior, with the components and consequences of the cultural influences clearly identified in terms of social, personal, and psychological factors. The following chapters discuss general issues related to globalization and standardization, present conceptual approaches to propositions relating to multicultural contexts, and address consumer complaining behavior and responses to advertising. There are five chapters on empirical and methodological studies conducted in specific pairs of countries, with data obtained from Canada, Denmark, Japan, Germany, Poland, Romania, and the United States. In presenting readers with new information, Global Perspectives in Cross-Cultural and Cross-National Consumer Research spans these specific topics: the nature of cultural influence on consumer behavior globalization versus customization of international marketing strategy individualism versus collectivism right versus left symbolism product involvement consumer response to information technology interdependent versus independent cultures The contributors are well-known scholars in the international/cross-cultural marketing field; their chapters present state-of-the-art developments in this area. The coverage of the material is interdisciplinary in nature and is likely to benefit a broad audience, especially academic researchers in international or cross-cultural consumer research and librarians of research-oriented schools, universities, or organizations.

EBOOK Services Marketing Integrating Customer Focus Across the Firm

Why People Do (and Do Not) Complain Some customers are more likely to complain than others for a variety of reasons. These consumers believe that positive consequences may occur and that there are social benefits of complaining, ...

EBOOK  Services Marketing  Integrating Customer Focus Across the Firm

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.

Discrimination Vulnerable Consumers and Financial Inclusion

This will unblock consumer complaint channels for the industry and insurance companies, urge insurance companies to handle complaints seriously, and encourage insurance companies to take timely regulatory measures in respect of ...

Discrimination  Vulnerable Consumers and Financial Inclusion

This book addresses the questions of discrimination, vulnerable consumers, and financial inclusion in the light of the emerging legal, socioeconomic, and technological challenges. New technologies – such as artificial intelligence-driven consumer credit risk assessment and Fintech platforms, the changing nature of vulnerability due to the ongoing COVID-19 pandemic, as well as the sophistication of digital technologies, which help circumvent legal barriers and protections – necessitate the continuous study of the existing legal frameworks and measures that are capable of tackling these challenges. Organized in two major parts, the first addresses, from multiple national angles, the idea of a human rights approach to consumer law, in order to replace the mantra of economic efficiency that characterizes financial services with those of human dignity and freedom from discrimination and from debt-induced servitude. The second tackles the challenges posed by increased usage of technology in connection with financial services, which tends to solve, but also creates, additional issues for consumers in general, and for vulnerable groups in particular.

Consumer Behavior For Dummies

Consumers complain about products and services even when there isn't a problem. You can do everything imaginable to meet their needs and they still complain. This has an obvious effect on other consumers; when they hear negative ...

Consumer Behavior For Dummies

Consumer behaviour.

Behavioural Insights and Public Policy Lessons from Around the World

that had experience handling complaints from financial consumers. They also interviewed low-to-middle income consumers across a mix of professions and circumstances, from smaller consumer issues such as non-disbursement of funds from an ...

Behavioural Insights and Public Policy Lessons from Around the World

This report discusses the use and reach of behavioural insights, drawing on a comprehensive collection of over 100 applications across the world and policy sectors.

Regulating Business

A third point is that, because consumer agencies assume that they cover a wide section of the population, ... Relatively few consumers in rural areas complain, but consumer officers do not interpret this as their ignorance of consumer ...

Regulating Business


How to Complain

This second edition has been updated due to the introduction of the General Data Protection Regulation Act 2018 ("GDPR"), which has replaced the Data Protection Act 1998 (2002 in the Isle of Man).

How to Complain

Are you fed up being fobbed off by incompetent staff who laughably call themselves 'Sales Representatives' or 'Customer Service Advisors' when you have a legitimate complaint? Do you simply think it's the way of the world and there is nothing you can do about it? Think again! Using my skills, knowledge and expertise, I can show you how to effectively complain to get fast results and good compensation with the minimum of effort and fuss on your part. The inspiration for writing this book came from single handedly fighting (and winning) a wide range of consumer related cases mainly revolving around poor customer service and, in one instance, blatant fraud. Throughout the book I refer to real life cases and give you all the tools you need to win disputes. I have included templates and guidance on legislation to seal your case from the outset, and secure a quick resolution in your favour. Later chapters of the book cover various motoring offences including how to submit pothole claims, contest parking tickets and dispute alleged speeding offences and I show you how I successfully contested an alleged motoring offence by interpreting the Road Traffic Act and quoting the law back to the Police trying to enforce the law. A professional with legal qualifications and a career of nearly twenty years in offshore finance (spanning banking, regulation and tax planning), I am well versed in scrutinising legislation and conducting in-depth due diligence on individuals and companies of all sizes. This second edition has been updated due to the introduction of the General Data Protection Regulation Act 2018 ("GDPR"), which has replaced the Data Protection Act 1998 (2002 in the Isle of Man).