Concepedia

Consumer Complaint Behavior

Consumer Complaint Behavior is a consumer decision-making process that encompasses the actions individuals take to express dissatisfaction with products or services in emerging markets, distinguished by its focus on the behavioral responses, complaint channels, and socio-cultural influences shaping redress-seeking intentions in resource-constrained or institutionally heterogeneous environments.

444

Publications

42.1K

Citations

858

Authors

413

Institutions

Publications per year

2017–2026

94

Parents

Publications

444

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree et al. · Journal of Marketing · 2000 · 2.9K citations

, , +17

Product/Consumption-Based Affective Responses and Postpurchase Processes

Robert A. Westbrook · Journal of Marketing Research · 1987 · 2.2K citations

, , +17

Selected Determinants of Consumer Satisfaction and Complaint Reports

William O. Bearden, Jesse E. Teel · Journal of Marketing Research · 1983 · 1.3K citations

, , +15

Product/Consumption-Based Affective Responses and Postpurchase Processes

Robert A. Westbrook · Journal of Marketing Research · 1987 · 1K citations

, , +17

Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

James G. Maxham, Richard G. Netemeyer · Journal of Retailing · 2002 · 949 citations

, , +16

1–5 of 444

Authors

858

  1. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    9 publications · 586 citations

    9

    h-index

  2. JG
    Jeffrey G. Blodgett

    University of Mississippi, United States

    7 publications · 1.3K citations

    7

    h-index

  3. JS
    Jagdip Singh

    Case Western Reserve University, United States

    7 publications · 2.2K citations

    7

    h-index

  4. CF
    Claes Fornell

    University of Michigan, United States

    6 publications · 512 citations

    6

    h-index

  5. WO
    William O. Bearden

    University of South Carolina, United States

    6 publications · 2.1K citations

    6

    h-index

1–5 of 858

Institutions

413

  1. Pennsylvania State University

    State College, United States

    13 h-index

    22 publications

    1.8K citations

  2. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    11 h-index

    17 publications

    1.9K citations

  3. University of Nevada, Las Vegas

    Las Vegas, United States

    9 h-index

    15 publications

    812 citations

  4. Washington State University

    Pullman, United States

    8 h-index

    13 publications

    1.7K citations

  5. Virginia Tech

    Blacksburg, United States

    7 h-index

    10 publications

    928 citations

  6. University of South Carolina

    Columbia, United States

    6 h-index

    9 publications

    3.9K citations

  7. Deakin University

    Burwood, Australia

    6 h-index

    10 publications

    449 citations

  8. Universitat de València

    Valencia, Spain

    6 h-index

    11 publications

    476 citations

1–8 of 413

Venues

  1. Journal of Services Marketing

    19 publications · 2.8K citations

    18

    h-index

  2. 18

    h-index

  3. ACR North American Advances

    17 publications · 997 citations

    16

    h-index

  4. Journal of Consumer Affairs

    JCA · 16 publications · 1K citations

    15

    h-index

  5. Journal of Service Research

    JSR · 12 publications · 1.9K citations

    12

    h-index

1–5