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The International Review of Retail, Distribution and Consumer Research Volume 29, 2019 - Issue 1
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Article

Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?

Xiang Ying MeiInland School of Business and Social Sciences, Department of Tourism, Creative Industries and Marketing, Inland Norway University of Applied Sciences, Elverum, NorwayCorrespondence[email protected]
ORCID Iconhttp://orcid.org/0000-0002-9691-1540View further author information
ORCID Icon,
Ingrid K. BagaasDepartment of Tourism, Creative Industries and Marketing, Inland Norway University of Applied Sciences, Elverum, NorwayView further author information
&
Erling K. L. RellingUniversity Administration, Inland Norway University of Applied Sciences, Elverum, NorwayView further author information
Pages 63-78 | Received 07 Dec 2017, Accepted 19 Nov 2018, Published online: 27 Dec 2018

Citations (11)

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Read on this site (1)

Xiang Ying Mei. (2023) The impact of Negative Online Reviews (NORs) on hospitality Micro Enterprise (ME) owners. Anatolia 34:4, pages 626-628.
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Articles from other publishers (10)

Swapan Deep Arora, Anirban Chakraborty & Vijay Pal Singh. (2023) Consumers’ Legal Claims: Motives, Expectations and the Complaint Journey of Indian Consumers. Global Business Review.
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Agostino Vollero, Domenico Sardanelli & Alfonso Siano. (2021) Exploring the role of the Amazon effect on customer expectations: An analysis of user‐generated content in consumer electronics retailing. Journal of Consumer Behaviour 22:5, pages 1062-1073.
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Sunghun Chung, Jaehwuen Jung, Jooyoung Park, Chul Ho Lee & Yasin Ceran. (2023) Two-sided Impacts of Identity Disclosure in e-Customer Service Platform: Evidence from a Field Experiment. SSRN Electronic Journal.
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Mariola Palazón & Inés López-López. 2023. The Palgrave Handbook of Interactive Marketing. The Palgrave Handbook of Interactive Marketing 571 592 .
Emrah Oney & Iman Aghaei. (2022) Consumer complaint intentions: the impact of general and specific self-confidence. Journal of Marketing Analytics.
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Shizhen Bai, Zejun Liu & Yang Lv. (2022) Evolutionary Game Analysis of Consumer Complaint Handling in E-Commerce. Discrete Dynamics in Nature and Society 2022, pages 1-15.
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Müjde Aksoy & Özer Yilmaz. 2022. Managing Risk and Decision Making in Times of Economic Distress, Part A. Managing Risk and Decision Making in Times of Economic Distress, Part A 95 111 .
Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. 2021. Research Anthology on Strategies for Using Social Media as a Service and Tool in Business. Research Anthology on Strategies for Using Social Media as a Service and Tool in Business 1373 1392 .
Petek Tosun. (2020) Unethical sales practices in retail banking. International Journal of Bank Marketing 38:6, pages 1305-1327.
Crossref
Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. 2020. Exploring the Power of Electronic Word-of-Mouth in the Services Industry. Exploring the Power of Electronic Word-of-Mouth in the Services Industry 49 68 .

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