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Appears in Collections:Management, Work and Organisation Journal Articles
Peer Review Status: Refereed
Title: Consumer Complaint Behaviour: The Case of Electrical Goods
Author(s): Broadbridge, Adelina
Marshall, Julie
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Keywords: Complaints
Consumer behaviour
Consumer goods
Issue Date: 1995
Date Deposited: 27-Nov-2013
Citation: Broadbridge A & Marshall J (1995) Consumer Complaint Behaviour: The Case of Electrical Goods. International Journal of Retail and Distribution Management, 23 (9), pp. 8-18.
Abstract: Consumer complaint behaviour has been the topic of much academic research. Aims to contribute to this process empirically by investigating post purchase dissatisfaction levels of consumers of domestic and major electrical appliances. The findings show that electrical goods generate a high ratio of public to private complaints. The nature, complexity, life expectancy and price of the product are factors causing a high public action ratio; smaller, inexpensive electrical goods generated the fewest complaints. Furthermore, consumer dissatisfaction was seen to intensify as they sought redress, owing to poor customer service levels of electrical retailers.
DOI Link: 10.1108/09590559510098663
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