Levels of customer dissatisfaction and complaint behavior

• Main Authors: Go, Allen D., Ong, Jaime S.
• Format: text
• Published: Animo Repository 2007
• Subjects: Consumer satisfaction; Consumer complaints; Consumer behavior; Business Administration, Management, and Operations; Marketing
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/6302
• Institution: De La Salle University

This paper explores the relationship between levels of customer dissatisfaction and intentions to engage in complaint behavior, with perceived customer cost posited as an intervening variable. A consumer complaint behavior model is constructed, reflecting ascending degrees of dissatisfaction, namely...