Consumer Complaining Behaviour: The case of a South American Country, Chile

Title
Consumer Complaining Behaviour: The case of a South American Country, Chile
Publication Date
2005
Author(s)
Valenzuela, F
Pearson, DH
Epworth, RJ
Llanos, O
Vilches, S
Type of document
Journal Article
Language
en
Entity Type
Publication
Publisher
Academy of Taiwan Information Systems Research
Place of publication
Taiwan
UNE publication id
une:339
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.
Link
Citation
Contemporary Management Research, 1(1), p. 3-12
ISSN
1813-5498
Start page
3
End page
12

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