‘My Problem Solved, That's All !!’: A Phenomenological Approach to Consumer Complaint Redressal in Malaysia
作者: Pranav KumarSany Sanuri bin Mohd. MokhtarAbdullah Kaid Al-Swidi
作者单位: 1Othman Yeop Abdullah Graduate School of Business, Universiti Utara Malaysia, 06010 UUM Sintok
2School of Business Management, Universiti Utara Malaysia, 06010 UUM Sintok
刊名: Procedia - Social and Behavioral Sciences, 2014, Vol.130 , pp.431-438
来源数据库: Elsevier Journal
DOI: 10.1016/j.sbspro.2014.04.050
关键词: c omplaint redressalconsumer learningpost redressal behaviourconsumer associationphenomenology
原始语种摘要: Abstract(#br)This paper presents the process of complaint redressal from the perspectives of consumers through their lived experiences. It also attempts to highlight the peculiarities in behaviour exhibited by Malaysian consumers when their complaints/grievances have been sorted out. Based on phenomenological interviews conducted with the consumers, the complaint redressal process is discussed on the basis of their experiences in situations involving dissatisfaction arising from the usage of a product or service. The findings reveal that consumers in certain situations leave no stone unturned in gaining the support from different sources when they face a problem related to a product or service. They may also make use of different consumer associations/forums for having their problems...
全文获取路径: Elsevier  (合作)
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