Complaint Behaviour By Generations: A Qualitative Inquiry From Mother-Daughter Perspectives

• Main Authors: Ernest Cyril, de Run, Hiram, Ting, Hai-Ee, Tan, Huat, Wei Huang
• Format: Conference or Workshop Item
• Language: English
• Published: 2016
• Subjects: H Social Sciences (General); HG Finance
• Online Access: http://ir.unimas.my/id/eprint/13662/1/COMPLAINT%20BEHAVIOUR%20BY%20GENERATIONS%20%28abstract%29.pdf; http://ir.unimas.my/id/eprint/13662/
• Institution: Universiti Malaysia Sarawak

Despite the abundance of marketing literature on consumer complaint behaviour, little is done to explicate such behaviour from generational perspectives. How the older and younger groups complain, and whether the latter learn or inherit behavioural values from the former through observation remai...