The Social Sciences

Year: 2016
Volume: 11
Issue: 12
Page No. 2922 - 2931

The Influence of Consumer Complaint Behaviour on Relationship Quality among Malaysian Mobile Phone Services Subscribers: Complainers Versus Non-Complainers

Authors : Mohd. Khirzan Badzli A Rahman, Sharifah Azizah Haron, Laily Paim, Syuhaily Osman and Abdul Kadir Othman

References

Alicke, M.D., J.C. Braun, J.E. Glor, M.L. Klotz and J. Magee et al., 1992. Complaining behavior in social interaction. Personality Soc. Psychol. Bull., 18: 286-295.
CrossRef  |  Direct Link  |  

Anderson, J.C. and D.W. Gerbing, 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychol. Bull., 103: 411-423.
CrossRef  |  Direct Link  |  

Ball, D., P.S. Coelho and A. Machas, 2004. The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. Eur. J. Market., 38: 1272-1293.
CrossRef  |  

Ball, D., P.S. Coelho and M.J. Vilares, 2006. Service personalization and loyalty. J. Serv. Marketing, 20: 391-403.
Direct Link  |  

Bennett, R. and A. Barkensjo, 2005. Relationship quality, relationship marketing and client perceptions of the levels of service quality of charitable organisations. Int. J. Serv. Ind. Manage., 16: 81-106.
Direct Link  |  

Boles, J., T. Brashear, D. Bellenger and J.H. Barksdale. 2000. Relationship selling behaviors: Antecedents and relationship with performance. J. Bus. Ind. Marketing, 15: 141-153.
Direct Link  |  

Broadbridge, A. and J. Marshall, 1995. Consumer complaint behaviour: The case of electrical goods. Int. J. Retail Distrib. Manage., 23: 8-18.
Direct Link  |  

Bunker, M.P., 2008. The importance of understanding different complaint themes impact on commitment. Int. J. Consum. Stud., 32: 628-632.
CrossRef  |  Direct Link  |  

Chumpitaz, R. and N.G. Paparoidamis, 2004. Service quality and marketing performance in business-to-business markets: Exploring the mediating role of client satisfaction. Manag. Service Qual., 14: 235-248.
CrossRef  |  Direct Link  |  

Cohen, S., 2004. Social relationships and health. Am. Psychol., 59: 676-684.
CrossRef  |  Direct Link  |  

Crie, D., 2003. Consumers complaint behaviour; Taxonomy, typology and determinants: Towards a unified ontology. J. Database Marketing Custom. Strategy Manage., 11: 60-79.
CrossRef  |  Direct Link  |  

Crosby, L.A., K.R. Evans and D. Cowles, 1990. Relationship quality in services selling: An interpersonal influence perspective. J. Marketing, 54: 68-81.
CrossRef  |  Direct Link  |  

Day, R.L. and E.L. Landon, 1977. Toward a theory of consumer complaining behavior. Consum. Ind. Buying Behav., 95: 425-437.

De Wulf, K., G. Odekerken-Schroder and D. Iacobucci, 2001. Investments in consumer relationships: A cross-country and cross-industry exploration. J. Market., 65: 33-50.
Direct Link  |  

Dwyer, F.R., P.H. Schurr and S. Oh, 1987. Developing buyer-seller relationships. J. Market., 51: 11-27.
CrossRef  |  Direct Link  |  

Fornell, C. and D.F. Larcker, 1981. Structural equation models with unobservable variables and measurement error: Algebra and statistics. J. Market. Res., 18: 382-388.
CrossRef  |  Direct Link  |  

Garbarino, E. and M.S. Johnson, 1999. The different roles of satisfaction, trust and commitment in customer relationships. J. Market., 63: 70-87.
CrossRef  |  Direct Link  |  

Goodman, L.E. and P.A. Dion, 2001. The determinants of commitment in the distributor-manufacturer relationship. Ind. Market. Manage., 30: 287-300.
CrossRef  |  

Guy, C.M., 1998. Classifications of retail stores and shopping centres: Some methodological issues. Geo J., 45: 255-264.
CrossRef  |  Direct Link  |  

Hair, J.F., 2009. Multivariate Data Analysis. 7th Edn., Prentice Hall, Upper Saddle River, New Jersey, USA.,.

Henning-Thurau, T. and A. Klee, 1997. The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychol. Market., 14: 737-764.
CrossRef  |  Direct Link  |  

Heung, V.C. and T. Lam, 2003. Customer complaint behaviour towards hotel restaurant services. Int. J. Contemp. Hospitality Manage., 15: 283-289.
Direct Link  |  

Hirschman, A.O., 1970. Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States. 2nd Edn., Harvard University Press, Cambridge, MA., USA., ISBN-13: 9780674276604, Pages: 162.

Ho, Y.S., 2006. Review of second-order models for adsorption systems. J. Hazard. Mater., 136: 681-689.
CrossRef  |  Direct Link  |  

Holmlund, M. and T. Strandvik, 1999. Perception configurations in business relationships. Manage. Decis., 37: 686-696.
Direct Link  |  

Holmlund, M., 2001. The D&D model-dimensions and domains of relationship quality perceptions. Serv. Ind. J., 21: 13-36.
Direct Link  |  

Hunt, H.D. and H.K. Hunt, 1990. Customer grudgeholding: Further conceptualization and analysis. J. Consum. Satisfaction Dissatisfaction Complaining Behav., 3: 117-122.

Hunt, S., V.R. Wood and L.B. Chonko, 1989. Corporate ethical values and organizational commitment in marketing. J. Marketing, 53: 79-90.
Direct Link  |  

Ibrahim, M.F. and C.W. Ng, 2002. Determinants of entertaining shopping experiences and their link to consumer behaviour: Case studies of shopping centres in Singapore. J. Retail Leisure Property, 2: 338-357.
CrossRef  |  Direct Link  |  

Kim, C., S. Kim, S. Im and C. Shin, 2003. The effect of attitude and perception on consumer complaint intentions. J. Consum. Marketing, 20: 352-371.
Direct Link  |  

Kolodinsky, J. and J. Aleong, 1990. An integrated model of consumer complaint action applied to services: A pilot study. J. Consum. Satisfaction Dissatisfaction Complaining Behav., 3: 61-70.

Kumar, N., L.K. Scheer and J.B.E. Steenkamp, 1995. The effects of supplier fairness on vulnerable resellers. J. Marketing Res., 32: 54-65.
CrossRef  |  Direct Link  |  

Lagace, R.R., R. Dahlstrom and J.B. Gassenheimer, 1991. The relevance of ethical salesperson behavior on relationship quality: The pharmaceutical industry. J. Pers. Selling Sales Manage., 11: 39-47.
Direct Link  |  

Lages, C., C.R. Lages and L.F. Lages, 2005. The RELQUAL scale: A measure of relationship quality in export market ventures. J. Bus. Res., 58: 1040-1048.
CrossRef  |  Direct Link  |  

Lee, L. and H. Lin, 1996. A comparison of question scales used for measuring customer satisfaction. Int. J. Service Ind. Mnage., 7: 4-26.
Direct Link  |  

Leuthesser, L., 1997. Supplier relational behavior: An empirical assessment. Ind. Marketing Manage., 26: 245-254.
CrossRef  |  Direct Link  |  

Ling, C.P. and C.G. Ding, 2006. Evaluating group difference in gender during the formation of relationship quality and loyalty in ISP service. J. Organisational End User Comput., 18: 38-62.

Liu, J.L., J. Kang, Y. Bai and X. Zhang, 2006. The study of customer complaints management based on system dynamics: Modeling and simulation. Proceedings of the 2006 International Conference on Machine Learning and Cybernetics, August 13-18, 2006, IEEE, Dalian, China, ISBN: 1-4244-0061-9, pp: 2040-2046.

Malhotra, N.K., N. Ndubisi and J. Agarwal, 2008. Public versus private complaint behavior and customer defection in Malaysia, appraising the role of moderating factors. Esic Market, 131: 27-59.
Direct Link  |  

Mattila, A.S. and J. Wirtz, 2004. Consumer complaining to firms: The determinants of channel choice. J. Serv. Marketing, 18: 147-155.
Direct Link  |  

Menon, A., S.G. Bharadwaj and R. Howell, 1996. The quality and effectiveness of marketing strategy: Effects of functional and dysfunctional conflict in intraorganizational relationships. J. Acade. Marketing Sci., 24: 299-313.
CrossRef  |  Direct Link  |  

Mowen, J., 1993. Consumer Behavior. Macmillan Publishing, New York, USA., ISBN: 9780023846113, Pages: 862.

Ndubisi, N.O., 2007. Relationship marketing and customer loyalty. Market. Intell. Plann., 25: 98-106.
CrossRef  |  Direct Link  |  

Ndubisi, O.N. and Y.T. Ling, 2006. Complaint behaviour of Malaysian consumers. Manage. Res. News, 29: 65-76.
Direct Link  |  

Nyer, P.U. and M. Gopinath, 2005. Effects of complaining versus negative word of mouth on subsequent changes in satisfaction: The role of public commitment. Psychol. Marketing, 22: 937-953.
CrossRef  |  Direct Link  |  

Nyer, P.U., 2000. An investigation into whether complaining can cause increased consumer satisfaction. J. Consumer Market., 17: 9-19.
CrossRef  |  Direct Link  |  

Parasuraman, A., L.L. Berry and V.A. Zeithaml, 1991. Refinement and reassessment of the SERVQUAL scale. J. Retail., 67: 420-450.
Direct Link  |  

Phau, I. and S.R. Puspita, 2004. Engaging in complaint behaviour: An Indonesian perspective. Marketing Intell. Plann., 22: 407-426.
Direct Link  |  

Rahman, M.K.B.A., S.A. Haron, L.H. Paim, M. Othman and S. Osman et al., 2015. Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry. Asian Soc. Sci., 11: 6-17.
Direct Link  |  

Ramsey, R.P. and R.S. Sohi, 1997. Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes. J. Acade. Marketing Sci., 25: 127-137.
CrossRef  |  Direct Link  |  

Sanzo, M.J., M.L. Santos, R. Vasquez and L.I. Alvarez, 2003. The effect of market orientation on buyer-seller relationship satisfaction. Ind. Marketing Manage., 32: 327-345.
CrossRef  |  

Sekaran, U. and R. Bougie, 2010. Research methods for business: A skill building approach. John Wiley and Son Ltd., UK.

Selnes, F., 1998. Antecedents and consequences of trust and satisfaction in buyer-seller relationships. Eur. J. Marketing, 32: 305-322.
Direct Link  |  

Shapiro, T. and G.J. Nieman, 2006. Effect of communication mode in justice-based service recovery. Managing Serv. Q. Int. J., 16: 124-144.
Direct Link  |  

Singh, J., 1988. Consumer complaint intentions and behavior: Definitional and taxonomical issues. J. Marketing, 52: 93-107.
CrossRef  |  Direct Link  |  

Singh, J., 1989. Determinants of consumers decisions to seek third party redress: An empirical study of dissatisfied patients. J. Consum. Affairs, 23: 329-363.
CrossRef  |  Direct Link  |  

Tronvoll, B., 2011. Negative emotions and their effect on customer complaint behaviour. J. Serv. Manage., 22: 111-134.
Direct Link  |  

Volkov, M., D. Harker and M. Harker, 2002. Complaint behaviour: A study of the differences between complainants about advertising in Australia and the population at large. J. Consum. Marketing, 19: 319-332.
Direct Link  |  

Warland, R.H., R.O. Herrmann and J. Willits, 1975. Dissatisfied consumers: Who gets upset and who takes action. J. Consum. Aff., 9: 148-163.
CrossRef  |  Direct Link  |  

Wong, A. and A. Sohal, 2002. An examination of the relationship between trust, commitment and relationship quality. Int. J. Retail Distrib. Manage., 30: 34-50.
CrossRef  |  Direct Link  |  

Yang, H.J. and Y.L. Lay, 2011. Factors affecting college students mobile phone dependence and anxiety. Proceedings of the World Congress on Engineering and Computer Science, October 19-21, 2011, WCECS,San Francisco, USA., ISBN: 978-988-19251-7-6, pp: 1-4.

Zulkefly, S.N. and R. Baharudin, 2009. Mobile phone use amongst students in a university in Malaysia: Its correlates and relationship to psychological health. Eur. J. Scient. Res., 37: 207-218.
Direct Link  |  

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved