Engaging in complaint behaviour

@inproceedings{Phau2004EngagingIC,
  title={Engaging in complaint behaviour},
  author={Ian Phau and Riana Sari},
  year={2004}
}
This paper investigates the various factors affecting consumer complaint behaviour in Indonesia. The main objective is to determine the various demographic variables and to profile complainers and non‐complainers with regard to psychographic variables, attitudes towards businesses in general, product attributes and attribution of blame. It provides a comprehensive comparison with the other studies in the literature which were mainly conducted in Northern America and Europe. The research… CONTINUE READING

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