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    Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

    Access Status
    Fulltext not available
    Authors
    Sharma, Piyush
    Marshall, R.
    Reday, P.
    Na, W.
    Date
    2010
    Type
    Journal Article
    
    Metadata
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    Citation
    Sharma, P. and Marshall, R. and Reday, P. and Na, W. 2010. Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour. Journal of Marketing Management. 26 (1-2): pp. 163-180.
    Source Title
    Journal of Marketing Management
    ISSN
    0267-257X
    URI
    http://hdl.handle.net/20.500.11937/36881
    Collection
    • Curtin Research Publications
    Abstract

    One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association with relevant situational factors. This gap is addressed with a new conceptual framework incorporating two situational variables – customer dissatisfaction and involvement – and two consumer traits – impulsivity and self-monitoring. Several hypotheses about their main and interaction effects are tested in two different contexts, using a survey-based study in three countries (Singapore, South Korea, and the United States). Specifically, it is shown that CCB is positively associated with involvement and impulsivity, and negatively with self-monitoring. Involvement and impulsivity are shown to moderate the association between dissatisfaction and CCB positively, and selfmonitoring moderates it negatively. Some implications and directions for future research are also discussed.

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