Complaint behaviour: A study of the differences between complainants about advertising in Australia and the population at large

Journal of Consumer Marketing

Volumn 19, Issue 4, 2002, Pages 319-332

  Volkov, Michael ^a   Harker, Debra ^b   Harker, Michael ^b  

^a UNIVERSITY OF BALLARAT   (Australia)

^b UNIVERSITY OF THE SUNSHINE COAST   (Australia)

Author keywords

Advertising; Australia; Complaints; Consumer behaviour

Indexed keywords

EID: 3242689087     PISSN: 07363761     EISSN: None     Source Type: Journal    
DOI: 10.1108/07363760210433636     Document Type: Article

References (37)

1. Advertising Standards Bureau (1998), 1st Annual Report, Advertising Standards Bureau, Sydney.
2. Advertising Standards Bureau (1999), Review of Operations, Advertising Standards Bureau, Sydney.
3. Andreasen, A.R. (1984), "Consumer satisfaction in loose monopolies: the case of medical care' ', Journal of Public Policy and Marketing, Vol. 2, pp. 122-35.
4. Andreasen, A.R. (1985), "Consumer responses in loose monopolies", Journal of Consumer Research, Vol. 12, September, pp. 135-41.
5. Andreasen, A.R. and Manning, J. (1990), "The dissatisfaction and complaining behaviour of vulnerable consumers", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 3, pp. 12-20.
6. Australian Bureau of Statistics (2000), Consumer Price Index 6401.0, September quarter.
7. Bearden, W. and Oliver, R.L. (1985), "The role of public and private complaining in satisfaction with problem resolution", Journal of Consumer Affairs, Vol. 19 No. 2, pp. 222-40.
8. Bolfing, C.P. (1989), "How do consumers express dissatisfaction and what can service marketers do about it?", Journal of Services Marketing, Vol. 3, Spring, pp. 5-23.
9. Commercial Economic Advisory Service of Australia (2000), Advertising Expenditure in Main Media 1990-1999, facsimile from Mr Bernard Holt, managing director, 27 June.
10. Crosier, K., Hernandez, T., Mohabir-Collins, S. and Erdogan, B.Z. (2000), "The risk of collateral damage in advertising", Department of Marketing, University of Strathclyde, Glasgow.
11. Day, R.L. (1980), "Research perspectives on consumer complaining behaviour", in Lamb, C. and Dunne, P. (Eds), Theoretical Developments in Marketing, American Marketing Association, Chicago, IL. pp. 211-15.
12. Day, R.L. (1984), "Modeling choices among alternative responses to dissatisfaction", in Kinnear, T.C. (Ed.), Advances in Consumer Research, Vol. 2, Association for Consumer Research, pp. 469-99.
13. Day, R.L. and Ash, S.B. (1979), "Consumer responses to dissatisfaction with durable products", Advances in Consumer Research, Vol. 11, pp. 211-15.
14. Elliott, S. (2000), "A forecaster revives his 'Ad-spending' predictions upward again", New York Times, 28 June, p. 8.
15. Fornell, C. and Westbrook, R. (1979), "An exploratory study of assertiveness, aggressiveness and consumer complaining behaviour", in Wilkie, W. and Arbor, A. (Eds), Advances In Consumer Research, Vol. 6, Open University Press, Philadelphia, PA.
16. Harker, D. (1996), "Advertising self-regulation: an assessment of the effectiveness of the Advertising Standards Council in Australia", PhD dissertation, Griffith University, 1 May.
17. Harker, D. (2000), "Complaints about advertising: what's really happening?", Qualitative Market Research: An International Journal, Vol. 3 No. 4, pp. 198-206.
18. Harker, D. and Wiggs, G. (1999), "Three generations of advertising self-regulation: learning from our forefathers", Marketing Bulletin, available at: http//:marketingbulletin.massey. ac.nz/article10/article12.html.
19. Hays, C.L. (2000), "' Ad' spending breaks a record", New York Times, 6 July, p. 8.
20. Hirschman, A.O. (1970), Exit, Voice and Loyalty: Responses to Decline in Firms, Organisations and States, Association for Consumer Research, Harvard University, Cambridge, MA.
21. Jacoby, J. and Jarrard, J.J. (1981), "The sources, meaning and validity of consumer complaint behaviour: a psychological analysis", Journal of Retailing, Vol. 57, Fall, pp. 4-24.
22. Jarboe, G.R. (1999), The Marketing Research Project Manual, 4th ed., South-Western College Publishing, Cincinnati, OH.
23. Kolodinsky, J. and Aleong, J. (1990), "An integrated model of consumer complaint action applied to services: a pilot study", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 3, pp. 61-70.
24. Kranhold, K. (2000), "' Ad'-spending forecast for 2000 is raised", Wall Street Journal, 28 June, p. B15.
25. Miracle, G.E. and Nevitt, T. (1987), Voluntary Regulation of Advertising: A Comparative Analysis of the UK and US, D.C. Heath, Lexington, MA.
26. Moyer, M.S. (1984), "Characteristics of consumer complainants: implications for marketing and public policy", Journal of Public Policy and Marketing, pp. 67-84.
27. Nicosia, F.M. and Mayer, R.N. (1976), "Towards a sociological consumption", Journal of Consumer Research, Vol. 3, pp. 65-75.
28. Richins, M. (1983), "Negative word of mouth by dissatisfied customers: a pilot study", Journal of Marketing, Vol. 47, pp. 68-78.
29. Rogers, J.C. and Williams, T.G. (1990), "Consumer personal values as antecedents to dyadic and third party public consumer complaining behaviour: an exploratory study", Journal of Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 3, pp. 71-81.
30. Sekaran, U. (1992), Research Methods for Business: A Skill Building Approach, 2nd ed., John Wiley & Sons, New York, NY.
31. Singh, J. (1988), "Consumer complaint intentions and behaviour: definitional and taxonomical issues", Journal of Marketing, Vol. 52, January, pp. 93-107.
32. Singh, J. (1990), "A typology of consumer dissatisfaction response styles", Journal of Retailing, Vol. 66, Spring, pp. 57-99.
33. Singh, J. and Howell, R.D. (1985), "Consumer complaining behaviour: a review and prospectus", Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, pp. 41-9.
34. Stephens, N. and Gwinner, K.P. (1998), "Why don't some people complain? A cognitive-emotive process model of consumer complaint behaviour", The Academy of Marketing Science Journal, Vol. 26 No. 3, pp. 172-89.
35. Technical Assistance Research Program (TARP) (1979), Consumer Complaint Handling: A Final Report, White House Office of Consumer Affairs, Washington, DC.
36. Tse, D.K., Nicosia, F.M. and Wilton, P.C. (1989), "Consumer satisfaction as a process: its rediscovery and conceptualisation", working paper, Faculty of Commerce, University of British Columbia, Vancouver.
37. Vezina, R. and Nicosia, F.M. (1990), "Investigations of the social determinants of consumer satisfaction and dissatisfaction", Journal of Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 3, pp. 36-41.