Araştırma Makalesi
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Yıl 2018, Cilt: 7 Sayı: 1, 30 - 43, 30.03.2018

Petek Tosun Selime Sezgin Nimet Uray

https://doi.org/10.17261/Pressacademia.2018.793

Öz

Kaynakça

  • Adams, J.S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology, 67, 422-436.
  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179-211.
  • Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, Vol. IV, 291-295.
  • Bagozzi, R.P., and Warshaw, P.R. (1990). Trying to consume. Journal of Consumer Research, 17, 2, 127-140.
  • Bearden, W.O., and Oliver, R.L. (1985). The role of public and private complaining in satisfaction with problem resolution. Journal of Consumer Affairs, Vol. 19, No. 2, 222-240.
  • Bennett, R. (1997). Anger, catharsis, and purchasing behavior following aggressive customer complaints. Journal of Consumer Marketing, Vol.14, 156-172.
  • Best, A. and Andreasen, A. (1977). Consumer response to unsatisfactory purchases: A survey of perceiving defects, voicing complaints, and obtaining redress. Law and Society Review, Vol.11, No: 4, 701-742.
  • Blodgett, J.G. and Granbois, D.H. (1992). Toward an integrated conceptual model of consumer complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 93-103.
  • Blodgett, J.G., Granbois, D.H., Walters, R.G. (1993). The effects of perceived justice on complainants’ negative word-ofmouth behavior and repatronage intentions. Journal of Retailing, Vol.69, No.4, 399-428.
  • Blodgett, J.G., Hill, D., Bakir, A. (2006). Cross-cultural complaining behavior? An alternative explanation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol.19, 103-117.
  • Bodey, K., and Grace, D. (2007). Contrasting “complainers” with “non-complainers” on attitude toward complaining, propensity to complain, and key personality characteristics: A nomological look. Psychology and Marketing, Vol.24 7, 579594.
  • Bolfing, C.P. (1989). How do customers express dissatisfaction and what can service marketers do about it? Journal of Services Marketing, Vol. 3, No. 2, 5–23.
  • Bower, G. H. (1981). Mood and memory. American Psychologist, 56, 129-148.
  • Brandstatter, H. and Eliasz, A. (2001). Persons, Situations, and Emotions: An Ecological Approach. New York, USA: Oxford University Press.
  • Broadbridge, A. and Marshall, J. (1995). Consumer complaint behaviour: the case of electrical goods. International Journal of Retail and Distribution Management, Vol. 23, No. 9, 8–18.
  • Bronner, F.E., Bronner, J.R., and Faasse, J. (2007). In the mood for advertising. International Journal of Advertising, 263, 333–355.
  • Brown, S.P., and Beltramini, R. F. (1989). Consumer complaining and word of mouth activities: field evidence. Advances in Consumer Research, Vol.16, 9-16.
  • Bunker, M., and Ball, A. D. (2009). Consequences of customer powerlessness: secondary control. Journal of Consumer Behavior, 8, 268-283.
  • Burns, D.J. (2007). Marketplace interaction styles and consumer free-riding: the relationship between assertiveness and aggressiveness and attitudes toward consumer free-riding. Services Marketing Quarterly, Vol. 284, pp.35-48.
  • Butler, G., and McManus, F. (1998). Psychology, A Very Short Introduction, New York: Oxford University Press.
  • Casado-Diaz, A.B. and Nicolau-Gonzalbez, J.L. (2009). Explaining consumer complaining behaviour in double deviation scenarios: the banking services. The Service Industries Journal, Vol.29, No.12, 1659-1668.
  • Chang, H.-S., and Hsiao, H.-L. (2008). Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry. The Service Industries Journal, 284, 513-528.
  • Choraria, S. (2013). Exploring the role of negative emotions on customer’s intention to complain. Vision, 173, 201-211.
  • Crie, D., (2003). Consumers’ complaint behaviour. taxonomy, typology and determinants: towards a unified ontology. Database Marketing and Customer Strategy Management, Vol.11, Issue 1, 60-79.
  • Crutsinger, C., Knight, D., and Kim, H. (2010). Teen’s consumer interaction styles: the impact of assertive and aggressive behavior on attitudes towards marketing practices. International Journal of Consumer Studies, 34, 196-203.
  • Dalla Pozza, I. (2014). Customer experiences as drivers of customer satisfaction. Gestion 2000, Mai-Juin 2014, 115-138.
  • Day, R.L. (1984). Modeling choices among alternative responses to dissatisfaction. Advances in Consumer Research, Vol.11, Issue 1, 496-499.
  • Day, R.L. and Landon, E.L. Jr. (1976). Collecting comprehensive consumer compliant data by survey research. Advances in Consumer Research, Volume 03, 263-268.
  • Day, R. L., and Landon, E. L. (1977). Toward a theory of consumer complaining behavior. Consumer and Industrial Buying Behavior, 95, 425-437.
  • De Sousa, R. (1997). The Rationality of Emotion, Cambridge, USA: The MIT Press.
  • Ekinci, Y., Calderon, J. and Siala, H. (2016). Do personality traits predict 'complaining' consumers? International Journal of Business Environment, Vol.8, issue 1, 1-11.
  • Ekman, P., and Davidson, R.J. (1994). The Nature of Emotion, Fundamental Questions, New York: Oxford University Press.
  • Erdem, T. and Swait, J. (1998). Brand equity as a signaling phenomenon. Journal of Consumer Psychology, 72, 131-157.
  • Fernandes, D.H., and dos Santos, C.P. (2008). The antecedents of the consumer complaining behavior CCB. Advances in Consumer Research, Vol. 35, 584-592.
  • Festinger, L. (1957). A Theory of Cognitive Dissonance, Evanston, IL: Row and Peterson.
  • Folkes, V. S. (1984). Consumer reactions to product failure: an attributional approach. Journal of Consumer Research, Vol.10, 398-409.
  • Forgas, J.P. (1994). The role of emotion in social judgements: an introductory review and an affect infusion model AIM. European Journal of Social Psychology, Vol.24, 1-24.
  • Forgas, J.P. (1995). Mood and judgement: the affect infusion model AIM. Psychological Bulletin, Vol.117, No: 1, 39-66.
  • Fornell, C., and Westbrook, R.A. (1979). An exploratory study of assertiveness, aggressiveness, and consumer complaining behavior. Advances in Consumer Research, Vol. 6, 105-110.
  • Gilly, M. C, and Gelb, B. D. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, Vol.9, 323-328.
  • Goyette, I., Ricard, L., Bergeron, J. and Marticotte, F. (2010). E-WOM scale: word-of-mouth measurement scale for eservices context. Canadian Journal of Administrative Sciences, 27, 5-23.
  • Grougiou, V., and Pettigrew, S. (2009). Seniors’ attitudes to voicing complaints: a qualitative study. Journal of Marketing Management, Vol. 25, No: 9-10, 987-1001.
  • Hansen, H., Samuelsen, B.M. and Andreassen, T.W. (2011). Trying to complain: the impact of self-referencing on complaining intentions. International Journal of Consumer Studies, 35, 375-382.
  • Harris, E.G., and Mowen, J.C. (2001). The influence of cardinal-, central-, and surface-level personality traits on consumers' bargaining and complaint intentions. Psychology and Marketing, Vol. 1811, 1155-1185.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G. and Gremler, D. D. (2004). Electronic word-of-mouth via consumer opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 181, 3852.
  • Hirschman, A.O. (1970). Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States, Cambridge, MA: Harvard University Press.
  • Ho, J.Y.C. and Dempsey, M. (2010). Viral marketing: motivations to forward online content. Journal of Business Research, 63, 1000-1006.
  • Huppertz, J.W., Arenson S.J., Evans, R.H. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, Vol.15, 250-260.
  • Huppertz, J.W. (2007). Firms’ complaint handling policies and consumer complaint voicing. Journal of Consumer Marketing, 24/7, 428-437.
  • Huppertz, J. W., Mower, E. and associates (2014). An effort model of first-stage complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol.27, 6-18.
  • Isen, A. M., Shalker, T. E., Clark, M., and Karp. L. (1978). Affect, accessibility of material in memory, and behavior: A cognitive loop? Journal of Personality and Social Psychology, 36, 1-12.
  • Jacoby, J., and Jaccard, J.J. (1981). The sources, meaning, and validity of consumer complaint behavior: a psychological analysis. Journal of Retailing, 57 Fall, 4-24.
  • Katz, E., and Lazarsfeld, P.F. (1955). Personal influence, Glencoe, IL: Free Press.
  • Kenrick, D. T., and Funder, D. C. (1988). Lessons from the person-situation debate. American Psychologist, Vol.43, No.1, 2334.
  • Kim, S.H. (2014). Consumers’ attributions and emotional responses to negative expectancy disconfirmation: anger and regret. South African Journal of Business Management, 452, 15-24.
  • Kim, J-H. and Chen, J.S. (2010). The effects of situational and personal characteristics on consumer complaint behaviour in restaurant services. Journal of Travel and Tourism Marketing, Vol. 27, No. 1, 96–112.
  • Krishnan, S. and Valle, V.A. (1979). Dissatisfaction attributions and consumer complaint behavior. Advances in Consumer Research, Vol.6, issue 1, 445-449.
  • Kumar, R. (1997). The role of affect in negotiations: an integrative overview. Journal of Applied Behavioral Science, 33, 84100.
  • Landon, E.L. (1980). The direction of consumer complaint research. Advances in Consumer Research, Vol. 7, 335-338.
  • Lazarus, R.S. (1966). Psychological Stress and the Coping Process, New York: McGraw-Hill.
  • Lee, J., and Soberon-Ferrer, H. (1999). An empirical analysis of elderly consumers’ complaining behavior. Family and Consumer Sciences Research Journal, Vol. 27, No. 3, 341–371.
  • Lee, Y.L., and Song, S. (2010). An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy. Computers in Human Behavior, 26, 1073-1080.
  • Lilleker, C.Y., Mapes, R.E.A., and Riley, C.S. (1969). Determinants of consumer complaints. European Journal of Marketing, Vol. 3, No. 4, 218–222.
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MOOD, CONSUMER INTERACTION STYLES, AND PERCEIVED RISK IN CONSUMER COMPLAINING BEHAVIOR

Yıl 2018, Cilt: 7 Sayı: 1, 30 - 43, 30.03.2018

Petek Tosun Selime Sezgin Nimet Uray

https://doi.org/10.17261/Pressacademia.2018.793

Öz

Purpose- Consumer
complaining behavior (CCB) is an extensively studied subject in the literature.
Many personal and situational factors have been identified as antecedents of
CCB. However, previous research has relatively been less focused on the impact
of perceived risk, assertiveness and aggressiveness on CCB. The purpose of this
study is to elaborate the influence of these constructs on consumer complaining
behavior, by combining them with the mood of the consumer.

Methodology- Through a
literature review, mood, assertiveness, aggressiveness and perceived risk have
been conceptualized as antecedents of CCB. 



Findings- Literature
suggests that mood, perceived risk, assertiveness, and aggressiveness may have
an impact on CCB. As a result of this elaboration, a conceptual model depicting
the relations among these constructs is proposed in this study.



Conclusion- A
conceptual model that includes the interaction of personal variables with mood
has contributed to the literature by achieving a novel perspective in explaining
CCB.    

Anahtar Kelimeler

Consumer complaining behavior assertiveness aggressiveness perceived risk mood

Kaynakça

  • Adams, J.S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology, 67, 422-436.
  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179-211.
  • Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, Vol. IV, 291-295.
  • Bagozzi, R.P., and Warshaw, P.R. (1990). Trying to consume. Journal of Consumer Research, 17, 2, 127-140.
  • Bearden, W.O., and Oliver, R.L. (1985). The role of public and private complaining in satisfaction with problem resolution. Journal of Consumer Affairs, Vol. 19, No. 2, 222-240.
  • Bennett, R. (1997). Anger, catharsis, and purchasing behavior following aggressive customer complaints. Journal of Consumer Marketing, Vol.14, 156-172.
  • Best, A. and Andreasen, A. (1977). Consumer response to unsatisfactory purchases: A survey of perceiving defects, voicing complaints, and obtaining redress. Law and Society Review, Vol.11, No: 4, 701-742.
  • Blodgett, J.G. and Granbois, D.H. (1992). Toward an integrated conceptual model of consumer complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 93-103.
  • Blodgett, J.G., Granbois, D.H., Walters, R.G. (1993). The effects of perceived justice on complainants’ negative word-ofmouth behavior and repatronage intentions. Journal of Retailing, Vol.69, No.4, 399-428.
  • Blodgett, J.G., Hill, D., Bakir, A. (2006). Cross-cultural complaining behavior? An alternative explanation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol.19, 103-117.
  • Bodey, K., and Grace, D. (2007). Contrasting “complainers” with “non-complainers” on attitude toward complaining, propensity to complain, and key personality characteristics: A nomological look. Psychology and Marketing, Vol.24 7, 579594.
  • Bolfing, C.P. (1989). How do customers express dissatisfaction and what can service marketers do about it? Journal of Services Marketing, Vol. 3, No. 2, 5–23.
  • Bower, G. H. (1981). Mood and memory. American Psychologist, 56, 129-148.
  • Brandstatter, H. and Eliasz, A. (2001). Persons, Situations, and Emotions: An Ecological Approach. New York, USA: Oxford University Press.
  • Broadbridge, A. and Marshall, J. (1995). Consumer complaint behaviour: the case of electrical goods. International Journal of Retail and Distribution Management, Vol. 23, No. 9, 8–18.
  • Bronner, F.E., Bronner, J.R., and Faasse, J. (2007). In the mood for advertising. International Journal of Advertising, 263, 333–355.
  • Brown, S.P., and Beltramini, R. F. (1989). Consumer complaining and word of mouth activities: field evidence. Advances in Consumer Research, Vol.16, 9-16.
  • Bunker, M., and Ball, A. D. (2009). Consequences of customer powerlessness: secondary control. Journal of Consumer Behavior, 8, 268-283.
  • Burns, D.J. (2007). Marketplace interaction styles and consumer free-riding: the relationship between assertiveness and aggressiveness and attitudes toward consumer free-riding. Services Marketing Quarterly, Vol. 284, pp.35-48.
  • Butler, G., and McManus, F. (1998). Psychology, A Very Short Introduction, New York: Oxford University Press.
  • Casado-Diaz, A.B. and Nicolau-Gonzalbez, J.L. (2009). Explaining consumer complaining behaviour in double deviation scenarios: the banking services. The Service Industries Journal, Vol.29, No.12, 1659-1668.
  • Chang, H.-S., and Hsiao, H.-L. (2008). Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry. The Service Industries Journal, 284, 513-528.
  • Choraria, S. (2013). Exploring the role of negative emotions on customer’s intention to complain. Vision, 173, 201-211.
  • Crie, D., (2003). Consumers’ complaint behaviour. taxonomy, typology and determinants: towards a unified ontology. Database Marketing and Customer Strategy Management, Vol.11, Issue 1, 60-79.
  • Crutsinger, C., Knight, D., and Kim, H. (2010). Teen’s consumer interaction styles: the impact of assertive and aggressive behavior on attitudes towards marketing practices. International Journal of Consumer Studies, 34, 196-203.
  • Dalla Pozza, I. (2014). Customer experiences as drivers of customer satisfaction. Gestion 2000, Mai-Juin 2014, 115-138.
  • Day, R.L. (1984). Modeling choices among alternative responses to dissatisfaction. Advances in Consumer Research, Vol.11, Issue 1, 496-499.
  • Day, R.L. and Landon, E.L. Jr. (1976). Collecting comprehensive consumer compliant data by survey research. Advances in Consumer Research, Volume 03, 263-268.
  • Day, R. L., and Landon, E. L. (1977). Toward a theory of consumer complaining behavior. Consumer and Industrial Buying Behavior, 95, 425-437.
  • De Sousa, R. (1997). The Rationality of Emotion, Cambridge, USA: The MIT Press.
  • Ekinci, Y., Calderon, J. and Siala, H. (2016). Do personality traits predict 'complaining' consumers? International Journal of Business Environment, Vol.8, issue 1, 1-11.
  • Ekman, P., and Davidson, R.J. (1994). The Nature of Emotion, Fundamental Questions, New York: Oxford University Press.
  • Erdem, T. and Swait, J. (1998). Brand equity as a signaling phenomenon. Journal of Consumer Psychology, 72, 131-157.
  • Fernandes, D.H., and dos Santos, C.P. (2008). The antecedents of the consumer complaining behavior CCB. Advances in Consumer Research, Vol. 35, 584-592.
  • Festinger, L. (1957). A Theory of Cognitive Dissonance, Evanston, IL: Row and Peterson.
  • Folkes, V. S. (1984). Consumer reactions to product failure: an attributional approach. Journal of Consumer Research, Vol.10, 398-409.
  • Forgas, J.P. (1994). The role of emotion in social judgements: an introductory review and an affect infusion model AIM. European Journal of Social Psychology, Vol.24, 1-24.
  • Forgas, J.P. (1995). Mood and judgement: the affect infusion model AIM. Psychological Bulletin, Vol.117, No: 1, 39-66.
  • Fornell, C., and Westbrook, R.A. (1979). An exploratory study of assertiveness, aggressiveness, and consumer complaining behavior. Advances in Consumer Research, Vol. 6, 105-110.
  • Gilly, M. C, and Gelb, B. D. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, Vol.9, 323-328.
  • Goyette, I., Ricard, L., Bergeron, J. and Marticotte, F. (2010). E-WOM scale: word-of-mouth measurement scale for eservices context. Canadian Journal of Administrative Sciences, 27, 5-23.
  • Grougiou, V., and Pettigrew, S. (2009). Seniors’ attitudes to voicing complaints: a qualitative study. Journal of Marketing Management, Vol. 25, No: 9-10, 987-1001.
  • Hansen, H., Samuelsen, B.M. and Andreassen, T.W. (2011). Trying to complain: the impact of self-referencing on complaining intentions. International Journal of Consumer Studies, 35, 375-382.
  • Harris, E.G., and Mowen, J.C. (2001). The influence of cardinal-, central-, and surface-level personality traits on consumers' bargaining and complaint intentions. Psychology and Marketing, Vol. 1811, 1155-1185.
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G. and Gremler, D. D. (2004). Electronic word-of-mouth via consumer opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 181, 3852.
  • Hirschman, A.O. (1970). Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States, Cambridge, MA: Harvard University Press.
  • Ho, J.Y.C. and Dempsey, M. (2010). Viral marketing: motivations to forward online content. Journal of Business Research, 63, 1000-1006.
  • Huppertz, J.W., Arenson S.J., Evans, R.H. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, Vol.15, 250-260.
  • Huppertz, J.W. (2007). Firms’ complaint handling policies and consumer complaint voicing. Journal of Consumer Marketing, 24/7, 428-437.
  • Huppertz, J. W., Mower, E. and associates (2014). An effort model of first-stage complaining behavior. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol.27, 6-18.
  • Isen, A. M., Shalker, T. E., Clark, M., and Karp. L. (1978). Affect, accessibility of material in memory, and behavior: A cognitive loop? Journal of Personality and Social Psychology, 36, 1-12.
  • Jacoby, J., and Jaccard, J.J. (1981). The sources, meaning, and validity of consumer complaint behavior: a psychological analysis. Journal of Retailing, 57 Fall, 4-24.
  • Katz, E., and Lazarsfeld, P.F. (1955). Personal influence, Glencoe, IL: Free Press.
  • Kenrick, D. T., and Funder, D. C. (1988). Lessons from the person-situation debate. American Psychologist, Vol.43, No.1, 2334.
  • Kim, S.H. (2014). Consumers’ attributions and emotional responses to negative expectancy disconfirmation: anger and regret. South African Journal of Business Management, 452, 15-24.
  • Kim, J-H. and Chen, J.S. (2010). The effects of situational and personal characteristics on consumer complaint behaviour in restaurant services. Journal of Travel and Tourism Marketing, Vol. 27, No. 1, 96–112.
  • Krishnan, S. and Valle, V.A. (1979). Dissatisfaction attributions and consumer complaint behavior. Advances in Consumer Research, Vol.6, issue 1, 445-449.
  • Kumar, R. (1997). The role of affect in negotiations: an integrative overview. Journal of Applied Behavioral Science, 33, 84100.
  • Landon, E.L. (1980). The direction of consumer complaint research. Advances in Consumer Research, Vol. 7, 335-338.
  • Lazarus, R.S. (1966). Psychological Stress and the Coping Process, New York: McGraw-Hill.
  • Lee, J., and Soberon-Ferrer, H. (1999). An empirical analysis of elderly consumers’ complaining behavior. Family and Consumer Sciences Research Journal, Vol. 27, No. 3, 341–371.
  • Lee, Y.L., and Song, S. (2010). An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy. Computers in Human Behavior, 26, 1073-1080.
  • Lilleker, C.Y., Mapes, R.E.A., and Riley, C.S. (1969). Determinants of consumer complaints. European Journal of Marketing, Vol. 3, No. 4, 218–222.
  • Luomala, H.T., and Laaksonen, M. (2000). Contributions from mood research. Psychology and Marketing, Vol. 173, 195-233.
  • Mason, J.B., and Himes, S.H. (1973). An exploratory behavioural and socio-economic profile of consumer action about dissatisfaction with selected house appliances. Journal of Consumer Affairs, Vol. 7, 121-127.
  • Morganosky, M.A., and Buckley, H.M. (1987). Complaint behavior: analysis by demographics, lifestyle, and consumer values. Advances in Consumer Research, Vol.14, 223-226.
  • Moyer, M. (1984). Characteristics of consumer complainants: Implications for marketing and public policy. Journal of Public Policy and Marketing, Vol. 3, issue 1, 67-84.
  • Ndubisi, N.O., Ling, T.Y. (2006). Complaint behaviour of Malaysian consumers. Management Research News, Vol. 29, Issue 1-2, 65 – 76.
  • Oatley, K., and Jenkins, J.M. (1996). Understanding Emotions, Massachusetts, USA. Blackwell Publishers.
  • Petzer, D.J., De Meyer, C. F., Svari, S., and Svensson, G. (2012). Service receivers' negative emotions in airline and hospital service settings. The Journal of Services Marketing, 26, 7, 484-496.
  • Phau, I., and Sari, R.P. (2004). Engaging in complaint behavior. Marketing Intelligence and Planning, Vol.22, No: 4, 407-426.
  • Richins, M.L. (1982). An investigation of consumers’ attitudes toward complaining. Advances in Consumer Research, Vol.9, issue 1, 502-506.
  • Richins, Marsha L. (1983). An analysis of consumer interaction styles in the marketplace. Journal of Consumer Research, 10, 73-82.
  • Richins, M.L. (1983). Negative word-of-mouth by dissatisfied consumers: a pilot study. Journal of Marketing, Vol. 47, No. 1, 68-78.
  • Richins, M.L. (1987). A multivariate analysis of responses to dissatisfaction. Journal of the Academy of Marketing Science, Vol.15, No.3, 24-31.
  • Rose, R.L., and Neidermeyer, M. (1999). From rudeness to road rage: the antecedents and consequences of consumer aggression. Advances in Consumer Research, Vol. 26, 12-17.
  • Rothenberger, S., Grewal, D., and Iyer, G.R. (2008). Understanding the role of complaint handling on consumer loyalty in service relationships. Journal of Relationship Marketing, Vol. 74, 359-376.
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  • Sharma, P., Marshall, R., Reday, P.A. and Na, W. (2010). Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behavior. Journal of Marketing Management, Vol.26, Nos.12, 163-180.
  • Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, Vol. 52, No. 1, 93-107.
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  • Stephens, N. (2000). Complaining. In Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Service Marketing and Management (pp. 287-298). Thousand Oaks, CA: Sage Publications.
  • Stephens, N. and Gwinner, K.P. (1998). Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science, Vol. 26, No. 3, 172–189.
  • Strutton, D., Taylor, D.G. and Thompson, K. (2011). Investigating generational differences in e-WOM behaviours for advertising purposes, does X = Y? International Journal of Advertising, 304, 559-586.
  • Svari, S., Svensson, G., Slatten, T. and Edvardsson, B. (2011). A SOS construct of negative emotions in customers’ service experience CSE and service recovery by firms SRF. Journal of Services Marketing, Vol.25, Issue 5, 323-325.
  • Şimşek, G.G., and Noyan, F. (2009). Türkiye’de cep telefonu cihazı pazarında marka sadakati için bir model denemesi. ODTÜ Gelişme Dergisi, 36, 121-159.
  • Tax, S.S., Brown, S.W., and Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, Vol.62, 60-76.
  • Thogersen, J., Juhl, H.J., and Poulsen, C.S. (2009). Complaining: a function of attitude, personality, and situation. Psychology and Marketing, Vol. 26, No. 8, 760–777.
  • Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behavior. Journal of Service Management 22:1, 111-134.
  • Tronvoll, B. (2012). A dynamic model of customer complaining behaviour from the perspective of service-dominant logic. European Journal of Marketing, 46, no: 1/2, 284-305.
  • Turner, J. H. (2007). Human Emotions: A Sociological Theory, New York, USA: Routledge.
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Toplam 99 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Articles
Yazarlar

Petek Tosun 0000-0002-9228-8907

Selime Sezgin Bu kişi benim 0000-0002-2659-3639

Nimet Uray Bu kişi benim 0000-0001-6507-7955

Yayımlanma Tarihi 30 Mart 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 7 Sayı: 1

Kaynak Göster

APA Tosun, P., Sezgin, S., & Uray, N. (2018). MOOD, CONSUMER INTERACTION STYLES, AND PERCEIVED RISK IN CONSUMER COMPLAINING BEHAVIOR. Journal of Business Economics and Finance, 7(1), 30-43. https://doi.org/10.17261/Pressacademia.2018.793

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