Complaining as planned behavior

Psychology and Marketing

Volumn 17, Issue 12, 2000, Pages 1077-1095

  East, Robert ^a  

^a KINGSTON UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034348122     PISSN: 07426046     EISSN: None     Source Type: Journal    
DOI: 10.1002/1520-6793(200012)17:12<1077::AID-MAR4>3.0.CO;2-W     Document Type: Article

References (46)

1. Ajzen, I. (undated). Construction of a standard questionnaire for the theory of planned behavior. Available: http://www.unix.oit.umass.edu/~aizen
2. Ajzen, I. (1991). The theory of planned behavior. In E. A. Locke (Ed.), Organizational behavior and human decision processes (Vol. 50, pp. 179-211).
3. Ajzen, I., & Madden, T. J. (1986). Prediction of goal-directed behavior: Attitudes, intentions and perceived behavioral control. Journal of Experimental Social Psychology, 22, 453-474.
4. Andreasen, A. R. (1988). Consumer complaints and redress: What we know and what we don't know. In E. S. Maynes (Ed.), The frontier of research in the consumer interest (pp. 675-721). Columbia, MO: University of Columbia and American Council of Consumer Interest.
5. Bagozzi, R. P. (1982). Field investigation of the causal relationships between cognition, affect, intentions and behavior. Journal of Marketing Research, 19, 562-584.
6. Bagozzi, R. P. (1984). Expectancy-value attitude models: An analysis of critical measurement issues. International Journal of Marketing, 1, 295-310.
7. Bagozzi, R. P. (1985). Expectancy-value attitude models: An analysis of critical theoretical issues. International Journal of Research in Marketing, 2, 43-60.
8. Baldwin, M. W., & Holmes, J. G. (1987). Salient private audiences and awareness of the self. Journal of Personality and Social Psychology, 52, 1087-1098.
9. Best, A., & Andreasen, A. R. (1976). Talking back to business: Voiced and unvoiced consumer complaints (working paper). Washington, DC: Centre for the Study of Responsive Law.
10. Blodgett, J. G., & Granbois, G. H. (1992). Toward an integrated conceptual model of consumer complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 93-103.
11. Brehm, S. S., & Brehm, J. W. (1981). Psychological reactance. New York: Academic Press.
12. Caplovitz, D. (1967). The poor pay more (2nd ed.). New York: Free Press.
13. Dall 'Olmo Riley, F., Burns, A., East, R., & Lomax, W. (2000). Redress seeking as planned behaviour for goods purchased via the World Wide Web. In B. Wierenga, A. Smidts, & G. Antonides (Eds.), Marketing in the new millennium, Proceedings of the 29th EMAC conference. Rotterdam: Erasmus University.
14. Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. In T. C. Kinnear (Ed.), Advances in consumer research (pp. 496-499).
15. Day, R. L., & Landon, E. L. (1976). Collecting comprehensive complaint data by survey research. In B. B. Anderson (Ed.), Advances in consumer research (Vol. 3, pp. 263-268). Atlanta: Association for Consumer Research.
16. Day, R. L., & Landon, E. L. (1977). Towards a theory of consumer complaining behavior. In A. G. Woodside, J. N. Sheth, & P. D. Bennett (Eds.), Consumer and industrial buying behavior (pp. 425-437). New York, North-Holland.
17. East, R. (1996). The effect of experience of the bases of intention. Paper presented at the Marketing Educators' Conference, Strathclyde.
18. East, R. (1997). Consumer behaviour: Advances and applications in marketing. London: Prentice Hall.
19. Fazio, R. H. (1986). How do attitudes guide behavior? In R. M. Sorrentino & E. T. Higgins (Eds.), Handbook of motivation and cognition: Foundations of social behavior (pp. 204-243). New York: Guilford Press.
20. Fazio, R. H. (1990). Multiple processes by which attitudes guide behavior: The mode model as an integrative framework. In M. P. Zanna (Ed.), Advances in experimental social psychology (Vol. 23, pp. 75-109). San Diego, CA: Academic Press.
21. Fazio, R. H., Powell, M. C., & Herr, P. M. (1983). Toward a process model of the attitude-behavior relation: Accessing one's attitude on the mere observation of the attitude object. Journal of Personality and Social Psychology 44, 723-735.
22. Feinberg, R. A., Widdows, R., Hirsch-Wyncott, M., & Trappey, C. (1990). Myth and reality in customer service: Good and bad service sometimes leads to repurchase. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 112-113.
23. Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10, 398-409.
24. Gilly, M. C., & Hansen, R. W. (1985). Consumer complaint handling as a strategic marketing tool. Journal of Consumer Marketing, 2, 5-16.
25. Granbois, D., Summers, J. O., & Frazier, G. L. (1977). Correlates of consumer expectation and complaining behavior. In R. L. Day (Ed.), Consumer satisfaction, dissatisfaction and complaining behavior (pp. 18-25). Bloomington: Indiana University.
26. Grønhaug, K. (1977). Exploring complaining behavior: A model and some empirical results. In W. D. Perreault, Jr. (Ed.), Advances in consumer research (Vol. 4, pp. 159-163). Chicago: Association for Consumer Research.
27. Hirschman, A. O. (1970). Exit, voice and loyalty: Response to decline in firms, organizations and states. Cambridge, MA: Harvard University Press.
28. Holbrook, M. B. (1977). Comparing multiattribute models by optimal scaling. Journal of Consumer Research, 4, 165-171.
29. Kolodinsky, J. (1992). A system for estimating complaints, complaint resolution, and subsequent purchases of professional and personal services. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 36-44.
30. Langmeyer, M., & Langmeyer, D. (1979). A behavioral assessment of complaining and its implications for further research. In R. Day & K. Hunt (Eds.), Proceedings of the Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior (Vol. 3, pp. 26-29). Bloomington: Indiana University.
31. Madden, T. J., Ellen, P. S., & Ajzen, I. (1992). A comparison of the theory of planned behavior and the theory of reasoned action. Personality and Social Psychology Bulletin, 18, 3-9.
32. Malafi, T. N., Cini, M. A., Taub, S. L., & Bertolami, J. (1993). Social influence and the decision to complain: Investigations on the role of advice. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 81-89.
33. Morel, K. P. N., Poiesz, T. B. C., & Wilke, H. A. M. (1997). Motivation, capacity and opportunity to complain: Towards a comprehensive model of consumer complaint behavior. In M. Brooks & D. J. MacInnes (Eds.), Advances in consumer research (Vol. 24, pp. 464-469). Provo, UT: Association for Consumer Research.
34. Oliver, R. L. (1987). An investigation of the interrelationship between consumer (dis)satisfaction and complaint reports. In M. Wallendorf & P. Anderson (Eds.), Advances in consumer research (Vol. 14, pp. 218-222). Provo, UT: Association for Consumer Research.
35. Oliver, R. L., & Bearden, W. O. (1985). Crossover effects in the theory of reasoned action: A moderating influence attempt. Journal of Consumer Research, 12, 324-340.
36. Plymire, J. (1991). Complaints as opportunities. Journal of Consumer Marketing, 8, 39-43.
37. Richins, M. L. (1980). Consumer perceptions of costs and benefits associated with complaining. In R. Day & K. Hunt (Eds.), Refining concepts and measures of consumer satisfaction and complaining behavior (Vol. 4, pp. 105-108). Bloomington: Indiana University.
38. Richins, M. L. (1981). An investigation of the consumer's attitudes towards complaining. In A. Mitchell (Ed.), Advances in consumer research (Vol. 9, pp. 502-506). Provo, UT: Association for Consumer Research.
39. Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47, 68-78.
40. Richins, M. L. (1985). The role of product importance in complaint initiation. Proceedings of the Eighth and Ninth Conferences on Consumer Satisfaction and Complaining Behavior, Baton Rouge, LA and Phoenix, AZ (pp. 50-53).
41. Richins, M. L.(1987). A multivariate analysis of responses to dissatisfaction. Journal of the Academy of Marketing Science, 15, 24-31.
42. Shimp, T. A., & Kavas, A. (1984). The theory of reasoned action applied to coupon usage. Journal of Consumer Research, 11, 795-809.
43. Singh, J., & Howell, R. (1985). Consumer complaining behavior: a review and prospectus. In H. K. Hunt & R. L. Day (Eds.) Consumer satisfaction, dissatisfaction and complaining behavior (pp. 41-49). Bloomington: Indiana University.
44. Singh, J. (1990). Voice, exit, and negative word-of-mouth behaviors: An investigation across three categories. Journal of the Academy of Marketing Science, 18, 1-15.
45. Stø, E., & Glefjell, S. (1990). The complaining process in Norway: Five steps to justice. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 92-99.
46. Warland, R. H., Herrmann, R. O., & Willits, J. (1975). Dissatisfied customers: Who gets upset and what they do about it. Journal of Consumer Affairs, 9, 152-162.