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Consumer complaint channel choice in online and offline purchases
Author(s) -
Lee Seul,
Cude Brenda J.
Publication year - 2012
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1111/j.1470-6431.2010.00992.x
Subject(s) - complaint , online and offline , channel (broadcasting) , advertising , computer assisted web interviewing , consumer choice , marketing , business , consumer behaviour , psychology , computer science , telecommunications , political science , law , operating system
This research explored the influence of the purchase environment on the choice of complaint channel. The study was based on responses from 480 undergraduate students who participated in a 2 (purchase environment: offline vs. online) × 2 (the degree of dissatisfaction: weak vs. strong) online experiment. Consumers who purchased online were more likely to complain online than those who made their purchase offline. Online complaining among online purchasers increased with the degree of dissatisfaction. The research suggests that future researchers should include consumer complaint channel choices when examining consumer complaining behaviour.