...Nizar Souiden; Riadh Ladhari Purpose The objectives of this study are: to gain a better understanding of the modes of acculturation of West African immigrants in Canada; to relate these modes of acculturation to consumers' perceived likelihood of successful complaint and complaining behavior...

... and complaint intentions. Findings Results of the study indicate that consumer religious commitment significantly influences store loyalty and complaint intentions. Originality/value The paper offers prescriptive insights for managers, who may see potential value of consumer religiosity as a market...

...John W. Huppertz Purpose The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain...

... cannot be minimized. It continues to amaze me that companies put their futures at risk by improperly managing and/or responding to complaints. This book is important because it lays bare the inadequacies of many current complaint management programs, it offers excellent tools to get on the right track...

... their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint...

... irresponsible. This research is concerned with consumer behaviour and consumer complaint behaviour specifically in the area of advertising in Australia. The findings indicate that complainants are significantly different from the population at large. This research will afford the regulatory bodies a better...

...Raymond R. Liu; Peter McClure Understanding consumer dissatisfaction and its outcomes, a focus of consumer complaint behavior (CCB) research, has become a critical factor for business firms pursuing market penetration strategies where selling more to existing customers oftentimes is the key...

...Prashanth U. Nyer Marketers agree that consumer complaints are useful sources of information that help marketers identify sources of dissatisfaction, and therefore should be encouraged. However, does complaining have a more direct beneficial effect? Can consumer complaining by itself cause...

...James E. Fisher; Dennis E. Garrett; Mark J. Arnold; Mark E. Ferris Very little prior research has analyzed the behavior of dissatisfied consumers who complain to the Better Business Bureau (BBB). Therefore, interviews were conducted with dissatisfied consumers who filed complaints with the BBB...

...Roger Bennett This study employed the responses of 237 subjects to questions regarding the emotions they experienced while complaining about products or organizations to test a neo‐Freudian catharsis hypothesis concerning the consequences for repeat purchasing of angry customer complaints...

... may not have been entirely to blame, the negative publicity generated from such an incident can be extremely harmful to a care provider′s image. Complaints Consumer attitudes Information Health care Promotion Public relations Publicity © MCB UP Limited 1994 Obviously...

...John A. Schibrowsky; Richard S. Lapidus While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical...

...Gary L. Clark; Peter F. Kaminski; David R. Rink Reports on a study to investigate the impact of customer satisfaction of different types of company responses to letters of complaint. Considers the effects on consumers of various defensive marketing strategies: letter and free good, letter only...

...Jerry Plymire Argues that, although reducing complaints has traditionally been equated with improved service, in actuality, the surest road to customer‐focused culture is through increased complaints. Envisions the encouragement of complaints as the route to greater contact between buyers...

...Cathy Goodwin; Ivan Ross Suggests that theories of procedural fairness can offer insights into the effectiveness of complaint‐handling strategies. Discusses complaint‐handling strategies, equity theory, distributive fairness,procedural fairness, interactional fairness and how marketers can best...