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Title: Consumer Complaining Behaviour: The case of a South American Country, Chile
Contributor(s): Valenzuela, F  (author); Pearson, DH (author); Epworth, RJ  (author); Llanos, O (author); Vilches, S (author)
Publication Date: 2005
Open Access: Yes
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Abstract: Complaining behaviour is a topic that has not been studied much in South America. Considering this, the aim of this investigation was to determine the customers complaining behaviour of a South American country, Chile. To do so, a survey was done, which was appliedto a random sample of 498 Chileans. Results show that Chileans do not consider complaining as a right, they have a regular opinion of the way companies are handling complaints, and that the product characteristics is the dimension that has the biggest influence on their complaining behaviour. In addition those Chilean consumers who have complained in the past have a more positive attitude toward complaining than those who have never done it.
Publication Type: Journal Article
Source of Publication: Contemporary Management Research, 1(1), p. 3-12
Publisher: Academy of Taiwan Information Systems Research
Place of Publication: Taipei City 11699, Taiwan
ISSN: 1813-5498
Field of Research (FOR): 150504 Marketing Measurement
Peer Reviewed: Yes
HERDC Category Description: C1 Refereed Article in a Scholarly Journal
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