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AuthorKhareaim, Hamza Salim Lutfi
Available date2009-11-25T12:41:49Z
Publication Date2006
Publication NameStudies of Business and Economics
CitationStudies of Business and Economics, 2006, Vol. 12, No. 2, Pages 63-80.
URIhttp://hdl.handle.net/10576/6864
AbstractThe 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.
Languageen
PublisherQatar University
SubjectConsumer Complaint behavior
TitleJordanian Consumers' Complaint Behavior
TypeArticle
Pagination63-80
Issue Number2
Volume Number12


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