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An Overview of Consumer Complaining Behavior and the Choice of Complaint Channels in Service Industry

Link to publisher's homepage at http://ijbt.unimap.edu.my

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Bibliographic Details
Main Authors: Patwary, Ataul Karim, Hamimi, Omar
Other Authors: raselataul@gmail.com
Format: Article
Language:English
Published: School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP) 2017
Subjects:
Consumer complaining Behavior
Complaint channels
Dissatisfaction
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/49159
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id my.unimap-49159
record_format dspace
spelling my.unimap-491592018-07-24T02:55:02Z An Overview of Consumer Complaining Behavior and the Choice of Complaint Channels in Service Industry Patwary, Ataul Karim Hamimi, Omar raselataul@gmail.com hamimi@uum.edu.my Consumer complaining Behavior Complaint channels Dissatisfaction Link to publisher's homepage at http://ijbt.unimap.edu.my 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. 2017-07-26T03:51:19Z 2017-07-26T03:51:19Z 2016-06 Article International Journal of Business and Technopreneurship, vol.6(2), 2016, pages 309-318 2231-7090 2232-1543 (online) http://dspace.unimap.edu.my:80/xmlui/handle/123456789/49159 en School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Consumer complaining Behavior
Complaint channels
Dissatisfaction
spellingShingle Consumer complaining Behavior
Complaint channels
Dissatisfaction
Patwary, Ataul Karim
Hamimi, Omar
An Overview of Consumer Complaining Behavior and the Choice of Complaint Channels in Service Industry
description Link to publisher's homepage at http://ijbt.unimap.edu.my
author2 raselataul@gmail.com
author_facet raselataul@gmail.com
Patwary, Ataul Karim
Hamimi, Omar
format Article
author Patwary, Ataul Karim
Hamimi, Omar
author_sort Patwary, Ataul Karim
title 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_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_sort overview of consumer complaining behavior and the choice of complaint channels in service industry
publisher School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
publishDate 2017
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/49159
_version_ 1643804049150050304
score 13.214268

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