CFPB Consumer Complaint Database 2013-14

2017 ◽  
Author(s):  
Keyword(s):  
Consumer Complaint

scholarly journals Mediating effect of SATCOM on the relationship between consumer complaint behaviour and relationship quality

2017 ◽  
Vol 4 (3) ◽  
pp. 79-86
Author(s):  
Mohd. Khirzanbadzli A. Rahman ◽  
◽  
Norlida Jaafar ◽  
Laily Paim ◽  
Syuhaily Osman ◽  
...  
Keyword(s):  
Relationship Quality ◽  
Mediating Effect ◽  
Consumer Complaint ◽  
The Relationship

For all to see: social risk and observable complaining on Facebook

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christine Armstrong ◽  
Alicia Kulczynski ◽  
Stacey Brennan
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Management Strategies ◽  
Peer Pressure ◽  
Individual Characteristics ◽  
Social Risk ◽  
Content Type ◽  
Complaint Management ◽  
Consumer Complaint ◽  
Online Consumer

Purpose Online consumer complaint behaviour that is observable to other consumers provides the firm with an opportunity to demonstrate transparency and service quality to the public eye. The purpose of this paper is to assist practitioners with a strategy to increase perceived accommodativeness in complaint management on social media and reduce the social risk associated with online consumer complaint behaviour using a social exchange theory perspective. Design/methodology/approach Six online experiments with 1,350 US Facebook users were conducted to investigate the effect of supportive and non-supportive virtually present others, and employee intervention on a consumer’s choice to complain, likelihood to make an observable complaint (on the Facebook page) and likelihood to make a non-observable complaint (via Facebook Messenger). The mediating role of perceived accommodativeness and subsequent social risk is also examined. Findings Supportive comments made to the complainant by virtually present others were found to influence participants’ decision to complain, heighten participants’ likelihood to complain about the Facebook page and reduce their likelihood to complain via Facebook Messenger. This effect was reversed in the presence of non-supportive virtually present others and was explained by perceived social risk. Further, a participant’s likelihood to complain about the Facebook page was increased when an employee intervention was directed at a non-supportive comment made to a complainant, by a virtually present other. This effect was explained by the perceived accommodativeness of the employee interaction. Research limitations/implications The findings advance research on online consumer complaint behaviour by investigating how employee intervention can be used to increase the likelihood of an observable complaint. This research is limited in that it does not incorporate individual characteristics, such as introversion/extroversion and propensity to respond to peer pressure, which may affect participant responses. Practical implications This research shows that perceptions of social risk are most effectively reduced by employee intervention directed at a non-supportive comment (made to a complainant) of a virtually present other. Consumer complaint management strategies aimed at minimising perceptions of social risk and encouraging observable online complaint behaviour are proposed. Originality/value This research extends the consumer complaint behaviour taxonomy by introducing the term “observable complaining”, that is, visible complaints made on a Facebook page, and broadens understanding of the organisation’s role in managing non-supportive virtually present others to assuage perceptions of social risk in potential complainants.

Consumer Complaint Behavior in the Online Environment

2011 ◽  
pp. 90-106 ◽  
Author(s):  
Ji-Young Hong ◽  
Wei-Na Lee
Keyword(s):  
Communication Channel ◽  
Online Communication ◽  
The Internet ◽  
Practical Implementation ◽  
Negative Experiences ◽  
Consumer Complaint ◽  
Psychological Mechanisms ◽  
Managerial Implications ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

The emergence of the Internet and its communication capabilities have changed the way consumers communicate their negative experiences with products and services. This chapter offers a comprehensive assessment of the Internet as a viable complaint communication channel and details its related threats and opportunities. An integrated conceptual model of consumer complaint behavior is proposed. It is suggested that an in-depth understanding of the psychological mechanisms that underlie consumer complaint behavior and the characteristics of online communication as well as the characteristics of the business may be essential in taking advantage of the Internet as a complaint communication channel. Managerial implications and recommendations for practical implementation are also suggested.

A Bayesian Network Model of the Consumer Complaint Process

2000 ◽  
Vol 2 (4) ◽  
pp. 321-338 ◽  
Author(s):  
Jeffrey G. Blodgett ◽  
Ronald D. Anderson
Keyword(s):  
Bayesian Network ◽  
Network Model ◽  
Bayesian Network Model ◽  
Consumer Complaint
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