Jordanian Consumers' Complaint Behavior

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Author Khareaim, Hamza Salim Lutfi en_US
Available date 2009-11-25T12:41:49Z en_US
Publication Date 2006 en_US
Citation Studies of Business and Economics, 2006, Vol. 12, No. 2, Pages 63-80. en_US
URI http://hdl.handle.net/10576/6864 en_US
Abstract The objective of this paper is to examine consumer complaint behavior (CCB) post-purchase dissatisfaction, which is a critical factor for business firms pursuing consumers' retention. Marketers should encourage consumer complaints because of its potential impact on loyalty, word-of-mouth, repeat-purchase behavior, as well as profit. A questionnaire was distributed to 418 respondents. One Way AN OVA, t-Test, Factor Analysis and descriptive analysis were used in analyzing the data. The results show that Jordanian consumers are willing to raise complaints if they feel dissatisfied after purchasing products and services and more willing to engage in private and voice response and less willing to engage in third-party response. Moreover, analysis revealed no significant differences in CCB according to demographic characteristics. en_US
Language en en_US
Publisher Qatar University en_US
Subject Consumer Complaint behavior en_US
Title Jordanian Consumers' Complaint Behavior en_US
Type Article en_US
Pagination 63-80 en_US
Issue Number 2 en_US
Volume Number 12 en_US


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