Show simple item record

dc.contributor.convenorPeter Thirkell
dc.contributor.authorRundle-Thiele, Sharyn
dc.contributor.editorJim Wiley
dc.date.accessioned2018-04-03T01:52:45Z
dc.date.available2018-04-03T01:52:45Z
dc.date.issued2004
dc.date.modified2007-03-10T05:49:19Z
dc.identifier.urihttp://hdl.handle.net/10072/2395
dc.description.abstractThis paper examines three competing views on the dimensionality of complaining behaviour. Some researchers have measured voice complaint behaviour with one dimension while other researchers have used between two and three dimensions when measuring voice complaint behaviour. Using first-order CFA this paper tests and finds support for the hypothesis that there are three voice complaint behaviours: complaints direct to seller, complaints to friends and family and finally complaints to a third party. The results of this paper suggest that complaining behaviour should not be measured uni dimensionally. Considering complaining behaviour as one thing reduces richness of explanation and, hence, marketers ability to manage the different types of complaining behaviour. This paper also finds support for research that customers in competitive industries such as insurance are more likely to voice complaints directly to the company or to a third party. Measuring three types of complaining behaviour will provide more guidance for marketers seeking to reduce some types of voice complaint behaviours while promoting other types of voice complaint behaviours. Insurance marketers should seek to encourage complaints direct to the insurance company rather than to third parties where complaints could potentially be more harmful to the insurers reputation.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherANZMAC
dc.publisher.placeWellington, NZ
dc.publisher.urihttps://anzmac.wildapricot.org/
dc.relation.ispartof0
dc.relation.ispartofconferencenameANZMAC 2004
dc.relation.ispartofconferencetitleANZMAC 2004 Marketing Accountabilities and Responsibilities. Proceedings.
dc.relation.ispartofdatefrom2004-11-29
dc.relation.ispartofdateto2004-12-01
dc.relation.ispartoflocationWellington, NZ
dc.subject.fieldofresearchcode350204
dc.titleComplaining behaviour: one, two or three types?
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
dc.description.versionVersion of Record (VoR)
gro.facultyGriffith Business School, Department of Marketing
gro.rights.copyright© The Author(s) 2004. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s).
gro.date.issued2004
gro.hasfulltextFull Text
gro.griffith.authorRundle-Thiele, Sharyn


Files in this item

This item appears in the following Collection(s)

  • Conference outputs
    Contains papers delivered by Griffith authors at national and international conferences.

Show simple item record