645
Views
6
CrossRef citations to date
0
Altmetric
Original Articles

Communicating Consumer Complaints: Message Content and its Perceived Effectiveness

, &

References

  • Berkos , K. M. , Allen , T. H. , Kearney , P. , & Plax , T. G. ( 2001 ). When norms are violated: Imagined interactions as processing and coping mechanisms . Communication Monographs , 68 , 289 – 300 . doi: 10.1080/03637750128066
  • Bolkan , S. , & Daly , J. A. ( 2008 ). Organizational responses to consumer complaints: A re-examination of the impact of organizational messages in response to service and product-based failures . Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior , 21 , 1 – 22 .
  • Bolkan , S. , & Daly , J. A. ( 2009 ). Organizational responses to consumer complaints: An approach to understanding the effectiveness of remedial accounts . Journal of Applied Communication Research , 37 , 21 – 39 . doi: 10.1080/00909880802592656
  • Bolkan , S. , & Goodboy , A. K. ( 2011 ). Consumer complaining behavior, imagined interactions, and communication traits: Cognitive processing following an organizational failure . Communication Quarterly , 59 , 465 – 483 . doi: 10.1080/01463373.2011.597273
  • Bolkan , S. , Goodboy , A. K. , & Bachman , G. F. ( 2012 ). Antecedents of consumer repatronage intentions and negative word-of-mouth behaviors following an organizational failure: A test of investment model predictions . Journal of Applied Communication Research , 40 , 107 – 125 . doi: 10.1080/00909882.2011.573569
  • Bolkan , S. , Goodboy , A. K. , & Daly , J. A. ( 2010 ). Consumer satisfaction and repatronage intentions following a business failure: The importance of perceived control with an organizational complaint . Communication Reports , 23 , 14 – 25 . doi: 10.1080/08934211003598767
  • Buhrmester , M. , Kwang , T. , & Gosling , S. D. ( 2011 ). Amazon's Mechanical Turk: A new source of inexpensive, yet high quality, data? Perspectives on Psychological Science , 6 , 3 – 5 . doi: 10.1177/1745691610393980
  • Cattell , H. E. P. , & Mead , A. D. ( 2008 ). The sixteen personality factor questionnaire (16PF) . In G. J. Boyle , G. Matthews , & D. H. Saklofske (Eds.), The SAGE Handbook of Personality Theory and Assessment: Vol 2 Personality Measurement and Testing (pp. 135 – 159 ). Thousand Oaks , CA : Sage .
  • Cunliffe , M. , & Johnston , R. ( 2008 ). Complaint management and the role of the chief executive . Service Business , 2 , 47 – 63 .
  • Davidow , M. , & Dacin , P. A. ( 1997 ). Understanding and influencing consumer complaint behavior: Improving organizational complaint management . Advances in Consumer Research , 24 , 450 – 456 .
  • Deci , E. L. , & Ryan , R. M. ( 2000 ). The “what” and “why” of goal pursuits: Human needs and the self-determination of behavior . Psychological Inquiry , 11 , 227 – 268 .
  • Ford , W. S. Z. ( 2003 ). Communication practices of professional service providers: Predicting customer satisfaction and loyalty . Journal of Applied Communication Research , 31 , 189 – 211 . doi: 10.1080/0090988032000103430
  • Garner , J. T. ( 2009 ). When things go wrong at work: An exploration of organizational dissent messages . Communication Studies , 60 , 197 – 218 . doi: 10.1080/10510970902834916
  • Garner , J. T. (2012). Making waves at work: Perceived effectiveness and appropriateness of organizational dissent messages. Management Communication Quarterly , 26, 224–240. doi: 10.1177/0893318911431803
  • Garrett , D. E. , & Meyers , R. A. ( 1996 ). Verbal communication between complaining consumers and company service representatives . The Journal of Consumer Affairs , 30 , 444 – 475 .
  • Goodboy , A. K. ( 2011 ). The development and validation of the instructional dissent scale . Communication Education , 60 , 422 – 440 . doi: 10.1080/03634523.2011.569894
  • Hart , C. W. L. , Heskett , J. L. , & Sasser , W. E. Jr. ( 1990 ). The profitable art of service recovery . Harvard Business Review , 68 , 148 – 156 .
  • Joreskog , K. G. , & Sorbom , D. ( 2007 ). LISREL 8.8 for Windows [Computer software] . Lincolnwood , IL : Scientific Software International .
  • Kassing , J. W. ( 1998 ). Development and validation of the organizational dissent scale . Management Communication Quarterly , 12 , 183 – 229 . doi: 10.1177/0893318998122002
  • Kassing , J. W. ( 2008 ). Consider this: A comparison of factors contributing to employees' expressions of dissent . Communication Quarterly , 56 , 342 – 355 . doi: 10.1080/01463370802240825
  • Kassing , J. W. , & Anderson , R. L. (2014) . Contradicting coach or grumbling to teammates: Exploring dissent expression in the coach-athlete relationship . Communication & Sport , 2 , 172 – 185 . doi: 10.1177/2167479512473988
  • Kim , M. , & Wilson , S. R. ( 1994 ). A cross-cultural comparison of implicit theories of requesting . Communication Monographs , 61 , 210 – 235 . doi: 10.1080/03637759409376334
  • Kowalski , R. M. ( 1996 ). Complaints and complaining: Functions, antecedents, and consequences . Psychological Bulletin , 119 , 179 – 196 . doi: 10.1037/0033-2909.119.2.179
  • Krapfel , R. E. Jr. ( 1985 ). A consumer complaint strategy model: Antecedents and outcomes . In E. C. Hirschman & M. B. Holbrook (Eds.), Advances in Consumer Research Volume 12 (pp. 346 – 350 ). Provo , UT : Association for Consumer Research .
  • Landon , E. L. Jr. ( 1977 ). A model of consumer complaint behavior . In R. L. Day (Ed.), Consumer satisfaction, dissatisfaction and complaining behavior (pp. 31 – 35 ). Bloomington , IN : Indiana University School of Business .
  • Lind , E. A. , Kanfer , R. , & Early , P. C. ( 1990 ). Voice, control, and procedural justice: Instrumental and noninstrumental concerns in fairness judgments . Journal of Personality and Social Psychology , 59 , 952 – 959 . doi: 10.1037/0022-3514.59.5.952
  • McCroskey , J. C. , & Young , T. J. ( 1979 ). The use and abuse of factor analysis in communication research . Human Communication Research , 5 , 375 – 382 . doi: 10.1111/j.1468-2958.1979.tb00651.x
  • Oh , D. G. ( 2004 ). Complaining behavior of academic library users in South Korea . The Journal of Academic Librarianship , 30 , 136 – 144 . doi: 10.1016/j.acalib.2004.01.004
  • Okimoto , T. G. , & Tyler , T. R. ( 2007 ). Is compensation enough? Relational concerns in responding to unintended inequity . Group Processes & Intergroup Relations , 10 , 399 – 420 . doi: 10.1177/1368430207078701
  • Reichheld , F. F. ( 1993 ). Loyalty-based management . Harvard Business Review , 71 , 64 – 73 .
  • Reichheld , F. F. , & Sasser , W. E. , Jr. ( 1990 ). Zero defections: Quality comes to services . Harvard Business Review , 68 , 105 – 111 .
  • Resnik , A. J. , & Harmon , R. R. ( 1983 ). Consumer complaints and managerial response: A holistic approach . Journal of Marketing , 47 , 86 – 97 .
  • Richins , M. L. ( 1983 ). An analysis of consumer interaction styles in the marketplace . Journal of Consumer Research , 10 , 7 – 82 .
  • Singh , J. , & Wilkes , R. E. ( 1996 ). When consumers complain: A path analysis of key antecedents of consumer response estimates . Journal of the Academy of Marketing Science , 24 , 350 – 365 . doi: 10.1177/0092070396244006
  • Sparks , B. A. , & Browning , V. ( 2010 ). Complaining in cyberspace: The motives and forms of hotel guests' complaints online . Journal of Hospitality Marketing & Management , 19 , 797 – 818 . doi: 10.1080/19368623.2010.508010
  • Tax , S. S. , Brown , S. W. , & Chandrashekaran , M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing , 62, 60–76.
  • Tuzovic , S. ( 2010 ). Frequent (flier) frustration and the dark side of word-of-web: Exploring online dysfunctional behavior in online feedback forums . Journal of Services Marketing , 24 , 446 – 457 . doi: 10.1108/08876041011072564
  • Ward , J. C. , & Ostrom , A. L. ( 2006 ). Complaining to the masses: The role of protest framing in customer-created complaint web sites . Journal of Consumer Research , 33 , 220 – 230 . doi: 10.1086/506303
  • Worthington , R. L. , & Whittaker , T. A. ( 2006 ). Scale development research: A content analysis and recommendations for best practices . The Counseling Psychologist , 34 , 806 – 838 . doi: 10.1177/0011000006288127

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.