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dc.contributor.authorDonoghue, Sune
dc.contributor.authorStrydom, Nina
dc.contributor.authorAndrews, Lynda
dc.contributor.authorPentecost, Robin
dc.contributor.authorde Klerk, Helena M
dc.date.accessioned2019-03-22T06:48:14Z
dc.date.available2019-03-22T06:48:14Z
dc.date.issued2016
dc.identifier.issn1470-6423
dc.identifier.doi10.1111/ijcs.12250
dc.identifier.urihttp://hdl.handle.net/10072/100046
dc.description.abstractThe purpose of this research is to extend an understanding of how Black and White South African consumers’ causal attributions for major household appliance performance failures impact on their anger and subsequent complaint behaviour. A survey was administered to Black and White South African consumers who were dissatisfied with the performance of a major household appliance item. Respondents resided in a major metropolitan area. The findings showed that, compared to Whites, the Black South Africans felt a low but significantly higher external locus of causality and lower control, and experienced a higher level of anger regarding product failure. The level of anger determined the decision to take complaint action, but racial group determined the type of action taken. Blacks complained more actively to retailers and engaged more in private complaint action than Whites. These findings may show that Black South Africans are developing a more individualistic orientation as consumers. Therefore, researchers should consider the effect of cultural swapping when researching consumer behaviour in multicultural countries. Implications for retailers in terms of complaint handling are indicated.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherWiley-Blackwell Publishing
dc.relation.ispartofpagefrom257
dc.relation.ispartofpageto267
dc.relation.ispartofissue3
dc.relation.ispartofjournalInternational Journal of Consumer Studies
dc.relation.ispartofvolume40
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1505
dc.subject.keywordsProduct failure attributions
dc.subject.keywordsAnger
dc.subject.keywordsRace
dc.subject.keywordsConsumer complaint behaviour
dc.subject.keywordsEmerging markets
dc.subject.keywordsSouth Africa
dc.titleDifferences between Black and White South Africans in product failure attributions, anger and complaint behaviour
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorPentecost, Robin


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