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An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

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  • Boepple, Hannes
  • Göttling, Janine
  • Papen, Marie-Christin
  • Siems, Florian U.

Abstract

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

Suggested Citation

  • Boepple, Hannes & Göttling, Janine & Papen, Marie-Christin & Siems, Florian U., 2019. "An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 3(4), pages 195-208.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2019-4-195
    DOI: 10.15358/2511-8676-2019-4-195
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