Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers
The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and custom...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Asian Academy of Management (AAM)
2007
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| Subjects: | |
| Online Access: | http://eprints.usm.my/35952/1/AAMJ_12-2-1.pdf http://eprints.usm.my/35952/ http://web.usm.my/aamj/12.2.2007/AAMJ%2012-2-1.pdf |
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| Institution: | Universiti Sains Malaysia |
| Language: | English |
| Summary: | The aim of this paper is to investigate whether male and female Malaysian consumers
differ in their dissatisfaction complaint behavior and its aftermath. The study examines
the moderation effect of gender in the relationship between public complaint behavior,
private complaint behavior and customer defection. Data for the study was collected from
218 randomly selected customers of retail banks in Malaysia. The results show that
public and private complaints are significantly associated with defection. These findings
are generic across sex-type. Theoretical and managerial implications of the findings are
discussed. |
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