Post-purchase behavior: consume complaint behavior / Azmi Mat...[et al.]

Mat, Azmi and Mohd Ali, Ainunnazlee and Mohamad Salleh, Mohammad Zaim and Kori, Nur Liana (2014) Post-purchase behavior: consume complaint behavior / Azmi Mat...[et al.]. In: TeSSHI 2014- Technology, Science Social Sciences, Humanities, 5 & 6 Nov 2014, One Hotel Helang, Langkawi Kedah Malaysia.

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Abstract

Consumer complaints are no longer viewed as a negative light to the organization performance. In general, consumer complaints can be used as a benchmark for appraisal of their service quality and an important opportunity for the companies to improve. In other words, complaints play an important indicator to measure the level of service excellent or quality in a product. If there is no complaint from consumers, it is dangerous. It means, consumers do not care at all or they are apathetic towards the services or products offered by the organizations. Hence, consumers should be encouraged to speak up directly to the organization when they experience a service failure as complaints can help companies to be aware of their shortcomings and failures. Therefore, this paper aims to explore the factors affecting consumer complaining behavior as well as to investigate the possible action that consumer will take when they experience a dissatisfaction episode. This study is beneficial for the companies, future researchers and individual consumers as well.

Metadata

Item Type: Conference or Workshop Item (Paper)
Creators:
Creators
Email
Mat, Azmi
azmimat86@gmail.com
Mohd Ali, Ainunnazlee
UNSPECIFIED
Mohamad Salleh, Mohammad Zaim
UNSPECIFIED
Kori, Nur Liana
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus
Event Title: TeSSHI 2014- Technology, Science Social Sciences, Humanities
Event Dates: 5 & 6 Nov 2014
Page Range: pp. 123-141
Item ID: 35443
Uncontrolled Keywords: complaint behavior, public action, private action, word of mouth, demographic.
URI: https://ir.uitm.edu.my/id/eprint/35443

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35443

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