Please use this identifier to cite or link to this item:
https://hdl.handle.net/1959.11/337
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 | Handle Link: | https://hdl.handle.net/1959.11/337 | 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: | Taiwan | ISSN: | 1813-5498 | Fields of Research (FoR) 2008: | 150504 Marketing Measurement | Peer Reviewed: | Yes | HERDC Category Description: | C1 Refereed Article in a Scholarly Journal | Publisher/associated links: | http://www.cmr-journal.org/article/view/69 |
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Appears in Collections: | Journal Article |
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open/SOURCE02.pdf | Publisher version (open access) | 73.66 kB | Adobe PDF Download Adobe | View/Open |
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