...Olgun Kitapci; Ibrahim Taylan Dortyol Purpose The purpose of this paper is to test the differences in customer complaint behaviour between loyal customers and first comers. Design/methodology/approach This study has adopted the work of Ndubisi and Ling, which categorized consumer complaint...

...Özlem Atalik Purpose This paper aims to identify common complaints made by Turkish frequent flyers related to their program membership. Design/methodology/approach A questionnaire was administered via the internet for the research study reported here. The population consists of 15,000...

...Nelson Oly Ndubisi; Tam Yin Ling Purpose To examine the post dissatisfaction behaviour of Malaysian consumers vis‐à‐vis their complaint behaviour and defection. Specifically, the relationship between public complaint behaviour (i.e. complaining to the organization), private complaint behaviour...