Skip to main content
Fachgebiete
Automobil + Motoren Bauwesen + Immobilien Business IT + Informatik Elektrotechnik + Elektronik Energie + Nachhaltigkeit Finance + Banking Management + Führung Marketing + Vertrieb Maschinenbau + Werkstoffe Versicherung + Risiko
DE
EN
Themenseiten
Organisationspsychologie Projektmanagement Marketing Smart Manufacturing
Bücher
Zeitschriften
Weitere Formate
Podcasts Webinare Technik Webinare Wirtschaft Kongresse Veranstaltungskalender Awards
Jetzt Einzelzugang starten
Zugang für Unternehmen
Referenzkunden
MTZ-Fachkongress

Antriebe und Energiesysteme von morgen


Austausch von Automobil- und Energiewirtschaft

Am 14./15. Mai geht es in Chemnitz um die Mobilitätswende durch Elektro- und Wasserstofffahrzeuge.
Erweiterte Suche
Anmelden
nach oben
Philosophy of Management
Erschienen in: Philosophy of Management 2/2021

05.09.2020

Consumer Complaining Behavior: a Paradigmatic Review

verfasst von: Swapan Deep Arora, Anirban Chakraborty

Erschienen in: Philosophy of Management | Ausgabe 2/2021

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

Consumer complaining behavior (CCB) is an important stream of research and practice, as it links the domains of service failure and service recovery. CCB research, although extensive and temporally wide, exhibits a lack of concern for the underlying assumptions of scholarly inquiry. Researchers neither explicitly mention, nor consciously indicate their ontological, epistemological, and methodological assumptions. We systematically identify the extant CCB literature and map it to two well-accepted paradigmatic classifications (Burrell and Morgan 1979; Deetz Organization Science 7(2): 191–207, 1996). Normative or functionalist paradigm with the assumptions of an objective external reality, a positivist epistemology, a determinist view of human nature, and nomothetic methodology emerges as the dominant CCB research paradigm. The implications of this dominance are discussed as a barometer of the future of CCB research and practice.
Vorheriger Artikel Would Plato Have Banned the Management Consultants?
Nächster Artikel The Necessary and Sufficient Conditions for the Solution of Soft Systems Methodology

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Jetzt informieren
Anhänge
Nur mit Berechtigung zugänglich
Literatur
Abney, A.K., M.J. Pelletier, T.-R.S. Ford, and A.B. Horky. 2017. # IHateYourBrand: Adaptive service recovery strategies on twitter. Journal of Services Marketing 31 (3): 281–294.
Adler, P.S., L.C. Forbes, and H. Willmott. 2007. Critical management studies. The Academy of Management Annals 1 (1): 119–179.
Andreassen, T.W., and S. Streukens. 2013. Online complaining: Understanding the adoption process and the role of individual and situational characteristics. Managing Service Quality: An International Journal 23 (1): 4–24.
Aron, D. 2001. Consumer grudgeholding: Toward a conceptual model and research agenda. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 14: 108–119.
Astley, W.G., and R.F. Zammuto. 1992. Organization science, managers, and language games. Organization Science 3 (4): 443–460.
Balaji, M.S., S. Jha, and M.B. Royne. 2015. Customer e-complaining behaviours using social media. The Service Industries Journal 35 (11–12): 633–654.
Ballantyne, D., and R.J. Varey. 2006. Creating value-in-use through marketing interaction: The exchange logic of relating, communicating and knowing. Marketing Theory 6 (3): 335–348.
Bergel, M., and C. Brock. 2018. The impact of switching costs on customer complaint behavior and service recovery evaluation. Journal of Service Theory and Practice 28 (4): 458–483.
Broad, W. J. (1979). Paul Feyerabend: Science and the anarchist 206: 534–537.
Buchanan, J.M., and V.J. Vanberg. 1991. The market as a creative process. Economics & Philosophy 7 (2): 167–186.
Burrell, G., and G. Morgan. 1979. Sociological paradigms and organisational analysis: Elements of the sociology of corporate life. Aldershot: Gower.
Caldwell, B.J. 1991. Clarifying popper. Journal of Economic Literature 29 (1): 1–33.
Cloward, R.A. 1959. Illegitimate means, anomie, and deviant behavior. American Sociological Review 24 (2): 164–176.
Cui, X., S. Cai, and Y. Qin. 2017. Similarity-based approach for accurately retrieving similar cases to intelligently handle online complaints. Kybernetes 46 (7): 1223–1244.
Datta, L. 1994. Paradigm wars: A basis for peaceful co-existence and beyond. New Directions for Program Evaluation 1994 (61): 53–70.
Davidow, M. 2003. Organizational responses to customer complaints: What works and what doesn’t. Journal of Service Research 5 (3): 225–250.
Davis, D.F., S.L. Golicic, and C.N. Boerstler. 2011. Benefits and challenges of conducting multiple methods research in marketing. Journal of the Academy of Marketing Science 39 (3): 467–479.
Davis, D.F., S.L. Golicic, C.N. Boerstler, S. Choi, and H. Oh. 2013. Does marketing research suffer from methods myopia? Journal of Business Research 66 (9): 1245–1250.
Day, R.L., and E.L. Landon. 1977. Toward a theory of consumer complaining behavior. Consumer and Industrial Buying Behavior 95 (1): 425–437.
Deetz, S. 1996. Crossroads—Describing differences in approaches to organization science: Rethinking Burrell and Morgan and their legacy. Organization Science 7 (2): 191–207.
Dixon, J., and R. Dogan. 2002. Towards constructive corporate governance: From ‘certainties’ to a plurality principle. Philosophy of Management 2 (3): 51–71.
Ellson, T. 2009. Assessing contribution of research in business to practice. Journal of Business Research 62 (11): 1160–1164.
Estelami, H. 2000. Competitive and procedural determinants of delight and disappointment in consumer complaint outcomes. Journal of Service Research 2 (3): 285–300.
Feldman, M.S., and J.G. March. 1981. Information in organizations as signal and symbol. Administrative Science Quarterly 26: 171–186.
Fırat, A.F., and N. Dholakia. 2006. Theoretical and philosophical implications of postmodern debates: Some challenges to modern marketing. Marketing Theory 6 (2): 123–162.
Fisk, R., S. Grove, L.C. Harris, D.A. Keeffe, K.L. Daunt, R. Russell-Bennett, and J. Wirtz. 2010. Customers behaving badly: A state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24 (6): 417–429.
Fletcher, G.J. 1996. Realism versus relativism in psychology. American Journal of Psychology 109: 409–430.
Fornell, C., and B. Wernerfelt. 1987. Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research 24 (4): 337–346.
Foxall, G.R. 2007. Explaining consumer choice: Coming to terms with intentionality. Behavioural Processes 75 (2): 129–145.
Francken, D.A. 1983. Postpurchase consumer evaluations, complaint actions and repurchase behavior. Journal of Economic Psychology 4 (3): 273–290.
Freeman, R.E., and P. Lorange. 1985. Theory building in strategic management. Advances in Strategic Management 3 (1): 9–38.
Garrett, D.E., and P.G. Toumanoff. 2010. Are consumers disadvantaged or vulnerable? An examination of consumer complaints to the better business bureau. Journal of Consumer Affairs 44 (1): 3–23.
Gergen, K.J. 1973. Social psychology as history. Journal of Personality and Social Psychology 26 (2): 309–320.
Ghoshal, S. 2005. Bad management theories are destroying good management practices. Academy of Management Learning & Education 4 (1): 75–91.
Gioia, D.A., and E. Pitre. 1990. Multiparadigm perspectives on theory building. Academy of Management Review 15 (4): 584–602.
Gong, T., Y. Yi, and J.N. Choi. 2014. Helping employees deal with dysfunctional customers: The underlying employee perceived justice mechanism. Journal of Service Research 17 (1): 102–116.
Goulding, C. 1999. Consumer research, interpretive paradigms and methodological ambiguities. European Journal of Marketing 33 (9/10): 859–873.
Gruber, T., I. Szmigin, and R. Voss. 2009. Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters. Journal of Services Marketing 23 (6): 422–435.
Guba, E. G., and Lincoln, Y. S. (1994). Competing paradigms in qualitative research. In Handbook of Qualitative Research, ed. N. K. Denzin and Y. S. Lincoln, 105-117. Thousand oaks. CA: Sage.
Gulati, R. 2007. Tent poles, tribalism, and boundary spanning: The rigor-relevance debate in management research. Academy of Management Journal 50 (4): 775–782.
Harris, L.C., and R. Russell-Bennett. 2015. All Anglos are alike? A study of whinging Poms and bloody-minded Aussies. Journal of Marketing Management 31 (7–8): 827–855.
Harris, K.L., L. Thomas, and J.A. Williams. 2013. Justice for consumers complaining online or offline: Exploring procedural, distributive, and interactional justice, and the issue of anonymity. Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior 26: 19–39.
Hasan, M.N. 2016. Positivism: To what extent does it aid our understanding of the contemporary social world? Quality & Quantity 50 (1): 317–325.
Helmer, O., and N. Rescher. 1959. On the epistemology of the inexact sciences. Management Science 6 (1): 25–52.
Hempel, D.J., M.V. Laric, and L.R. Tucker Jr. 1982. Developing an information-based marketing strategy for a consumer protection agency: A case study. Journal of Consumer Affairs 16 (2): 347–361.
Hirschman, A.O. 1970. Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Vol. 25. Cambridge: Harvard university press.
Homburg, C., D. Jozić, and C. Kuehnl. 2017. Customer experience management: Toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science 45 (3): 377–401.
Houston, S. 2001. Beyond social constructionism: Critical realism and social work. British Journal of Social Work 31 (6): 845–861.
Hsiao, Y.-H., L.-F. Chen, Y.L. Choy, and C.-T. Su. 2016. A novel framework for customer complaint management. The Service Industries Journal 36 (13–14): 675–698.
Jacoby, J., and J.J. Jaccard. 1981. The sources, meaning, and validity of consumer complaint behavior: A psychological analysis. Journal of Retailing 57: 4–24.
Johnson, B.R., and W.T. Ross. 2015. When social ties bind: An exploration of the adverse effects of using social relationships to make purchases. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 28: 3–21.
Juhl, H.J., J. Thøgersen, and C.S. Poulsen. 2006. Is the propensity to complain increasing over time? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 19: 118–127.
Kasnakoglu, B.T., C. Yilmaz, and K. Varnali. 2016. An asymmetric configural model approach for understanding complainer emotions and loyalty. Journal of Business Research 69 (9): 3659–3672.
Kluckhohn, F.R., and F.L. Strodtbeck. 1961. Variations in value orientations. New York: Row, Peterson.
Kuehn, A.A., and R.L. Day. 1962. Strategy of product quality. Harvard Business Review 40 (6): 100–110.
Kuhn, T.S. 1962. The structure of scientific revolutions. Chicago: University of Chicago Press.
Lamont, M., and V. Molnár. 2002. The study of boundaries in the social sciences. Annual Review of Sociology 28 (1): 167–195.
Lerman, D. 2006. Consumer politeness and complaining behavior. Journal of Services Marketing 20 (2): 92–100.
Lewis, M.W., and A.I. Grimes. 1999. Metatriangulation: Building theory from multiple paradigms. Academy of Management Review 24 (4): 672–690.
Liefeld, J.P., F.H. Edgecombe, and L. Wolfe. 1975. Demographic characteristics of Canadian consumer complainers. Journal of Consumer Affairs 9 (1): 73–80.
Liu, R.R., and P. McClure. 2001. Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing 18 (1): 54–75.
Lunde, M.B. 2018. Sustainability in marketing: A systematic review unifying 20 years of theoretical and substantive contributions (1997–2016). AMS Review 8 (3–4): 85–110.
Luo, X., and C. Homburg. 2008. Satisfaction, complaint, and the stock value gap. Journal of Marketing 72 (4): 29–43.
Lutz, D.S. 1994. Toward a theory of constitutional amendment. American Political Science Review 88 (2): 355–370.
Majeed, M.H. 2019. Pragmatist inquiry in to consumer behaviour research. Philosophy of Management 18 (2): 189–201.
Marsden, D., and D. Littler. 1996. Evaluating alternative research paradigms: A market-oriented framework. Journal of Marketing Management 12 (7): 645–655.
Mattila, A.S., and J. Wirtz. 2004. Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing 18 (2): 147–155.
McAlister, D.T., and R.C. Erffmeyer. 2003. A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations. Journal of Business Research 56 (4): 341–351.
McGahan, A.M. 2007. Academic research that matters to managers: On zebras, dogs, lemmings, hammers, and turnips. Academy of Management Journal 50 (4): 748–753.
Meuter, M.L., A.L. Ostrom, R.I. Roundtree, and M.J. Bitner. 2000. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing 64 (3): 50–64.
Michel, S. 2001. Analyzing service failures and recoveries: A process approach. International Journal of Service Industry Management 12 (1): 20–33.
Moules, N.J. 2002. Hermeneutic inquiry: Paying heed to history and Hermes an ancestral, substantive, and methodological tale. International Journal of Qualitative Methods 1 (3): 1–21.
Munz, P. 1985. Our knowledge of the growth of knowledge. London: Routledge & Kegan Paul.
Nillsen, R. 2004. Can the love of learning be taught? Journal of University Teaching and Learning Practice 1 (1): 1–9.
Oliver, R.L., R.T. Rust, and S. Varki. 1997. Customer delight: Foundations, findings, and managerial insight. Journal of Retailing 73 (3): 311–336.
Pelz, D.C. 1978. Some expanded perspectives on use of social science in public policy. In Major social issues: A multidisciplinary view, ed. J.M. Yinger and S.J. Cutler, 346–357. New York: Free Press.
Pfeffer, J. 1993. Barriers to the advance of organizational science: Paradigm development as a dependent variable. Academy of Management Review 18 (4): 599–620.
Ramoglou, S. 2013. Philosophy as Undogmatic procedure: Is perfect knowledge good enough? Philosophy of Management 12 (1): 7–15.
Reed, M.I. 1997. In praise of duality and dualism: Rethinking agency and structure in organizational analysis. Organization Studies 18 (1): 21–42.
Reynolds, K.L., and L.C. Harris. 2005. When service failure is not service failure: An exploration of the forms and motives of “illegitimate” customer complaining. Journal of Services Marketing 19 (5): 321–335.
Richins, M.L. 1983. Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing 47 (1): 68–78.
Ricotta, F., and M. Costabile. 2007. Customizing customization: A conceptual framework for interactive personalization. Journal of Interactive Marketing 21 (2): 6–25.
Rosenstreich, D., and B. Wooliscroft. 2006. How international are the top academic journals? The case of marketing. European Business Review 18 (6): 422–436.
Rosenzweig, S. 1938. A general outline of frustration. Character & Personality 7: 151–160.
Schultz, M., and M.J. Hatch. 1996. Living with multiple paradigms the case of paradigm interplay in organizational culture studies. Academy of Management Review 21 (2): 529–557.
Senge, P.M. 1990. The art and practice of the learning organization. New York: Doubleday.
Sewell, W.H., Jr. 1992. A theory of structure: Duality, agency, and transformation. American Journal of Sociology 98 (1): 1–29.
Sharma, P., R. Marshall, P. Alan Reday, and W. Na. 2010. Complainers versus non-complainers: A multi-national investigation of individual and situational influences on customer complaint behaviour. Journal of Marketing Management 26 (1–2): 163–180.
Sharoff, L. 2008. Critique of the critical incident technique. Journal of Research in Nursing 13 (4): 301–309.
Simons, R.H., and B.M. Thompson. 1998. Strategic determinants: The context of managerial decision making. Journal of Managerial Psychology 13 (1/2): 7–21.
Singh, J. 1988. Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing 52 (1): 93–107.
Singh, J. 1989. Determinants of consumers’ decisions to seek third party redress: An empirical study of dissatisfied patients. Journal of Consumer Affairs 23 (2): 329–363.
Singh, J. 1991. Industry characteristics and consumer dissatisfaction. Journal of Consumer Affairs 25 (1): 19–56.
Smircich, L. 1983. Concepts of culture and organizational analysis. Administrative Science Quarterly 28 (3): 339–358.
Statler, M., and P. Salovaara. 2017. Pragmatic truths in organization studies. Philosophy of Management 16 (3): 265–278.
Stephens, N., and K.P. Gwinner. 1998. Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science 26 (3): 172–189.
Sullivan, J.J. 1986. Human nature, organizations, and management theory. Academy of Management Review 11 (3): 534–549.
Svensson, G. 2005. Ethnocentricity in top marketing journals. Marketing Intelligence & Planning 23 (5): 422–434.
Svensson, G., B. Tronvoll, and T. Slaatten. 2008. An assessment of the empirical characteristics of top journals in services marketing. Managing Service Quality: An International Journal 18 (3): 289–304.
Swimberghe, K., D. Sharma, and L. Flurry. 2009. An exploratory investigation of the consumer religious commitment and its influence on store loyalty and consumer complaint intentions. Journal of Consumer Marketing 26 (5): 340–347.
Tellis, G.J., R.K. Chandy, and D.S. Ackerman. 1999. In search of diversity: The record of major marketing journals. Journal of Marketing Research 36 (1): 120–131.
Tojib, D., and S. Khajehzadeh. 2014. The role of meta-perceptions in customer complaining behavior. European Journal of Marketing 48 (7/8): 1536–1556.
Tronvoll, B. 2007. Customer complaint behaviour from the perspective of the service-dominant logic of marketing. Managing Service Quality: An International Journal 17 (6): 601–620.
Tronvoll, B. 2012. A dynamic model of customer complaining behaviour from the perspective of service-dominant logic. European Journal of Marketing 46 (1/2): 284–305.
Tronvoll, B., S.W. Brown, D.D. Gremler, and B. Edvardsson. 2011. Paradigms in service research. Journal of Service Management 22 (5): 560–585.
Vargo, S.L., and R.F. Lusch. 2004. Evolving to a new dominant logic for marketing. Journal of Marketing 68 (1): 1–17.
Venkatesh, A. (1992). Postmodernism, consumer culture and the society of the spectacle. In ed. J. F. Sherry and B. Sternthal, Advances in Consumer Research: 199-202.
Warland, R.H., R.O. Herrmann, and D.E. Moore. 1984. Consumer complaining and community involvement: An exploration of their theoretical and empirical linkages. Journal of Consumer Affairs 18 (1): 64–78.
Whitford, J. 2002. Pragmatism and the untenable dualism of means and ends: Why rational choice theory does not deserve paradigmatic privilege. Theory and Society 31 (3): 325–363.
Yan, R.-N., and S. Lotz. 2009. Taxonomy of the influence of other customers in consumer complaint behavior: A social-psychological perspective. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 22: 107–126.
Metadaten
Titel
Consumer Complaining Behavior: a Paradigmatic Review
verfasst von
Swapan Deep Arora
Anirban Chakraborty
Publikationsdatum
05.09.2020
Verlag
Springer International Publishing
Erschienen in
Philosophy of Management / Ausgabe 2/2021
Print ISSN: 1740-3812
Elektronische ISSN: 2052-9597
DOI
https://doi.org/10.1007/s40926-020-00148-8

Weitere Artikel der Ausgabe 2/2021

Philosophy of Management 2/2021 Zur Ausgabe

OriginalPaper

Would Plato Have Banned the Management Consultants?

OriginalPaper

Business and Human Rights, from Theory to Practice and Law to Morality: Taking a Philosophical Look at the Proposed UN Treaty

OriginalPaper

The Necessary and Sufficient Conditions for the Solution of Soft Systems Methodology

BookReview

Review of Innovation, Ethics and our Common Futures: a Collaborative Philosophy by Rafael Ziegler

OriginalPaper

Theorizing Relations between Past, Present and Future: Interactions between Process and Historical Organizational Studies through Whitehead’s Process Philosophy

OriginalPaper

Is Global Management Knowledge on the Way to Impoverishment?

Premium Partner

    Bildnachweise