IDEAS home Printed from
   My bibliography  Save this paper

Consumers' Post-Purchase Behavior In Terms Of Complaining, Assertiveness And Discontent; A Field Study From Eskisehir, Turkey


  • Nurcan Turan

    (Anadolu University)

  • Nuri Calik

    (Turgut Ozal University)


This survey intends to find out the consumers? post-purchase behavior in terms of complaining, assertiveness, discontent and alienation. In May, 2014, a survey is applied to 537espondents selected via stratified sampling from Eski?ehir, a city of Turkey with 700.000 inhabitants where 500 of the responses are found eligible... The respondents are required to answer 35 questions of which five are related to demographic characteristics of these respondents. The rest 30 are statements which are designed to reflect the behavior of these people. The study consists of five parts. The first part is an introduction where the scope and the purpose of the study are concisely stated. The second part relates to the theoretical background of the subject matter and the prior researches carried out so far. The third part deals with research methodology, basic premises and hypotheses attached to these premises. Research model and analyses take place in this section. Theoretical framework is built and a variable name is assigned to each of the question asked or proposition forwarded to the respondents of this survey. 30 statements or propositions given to the respondents are placed on a five-point Likert scale. The remaining five questions about demographic traits as age, gender, occupation, educational level and monthly income are placed either on a nominal or ratio scale with respect to the nature of the trait. Four research hypotheses are formulated in this section. The fourth part mainly deals with the results of the hypothesis tests and a factor analysis is applied to the data on hand. Here exploratory factor analysis reduces 30 variables to six basic components as: as: " Consumer discontent, ad disapproval, consumer alienation, consumer assertiveness and redress, propensity to complain, claim for apology or refund" Cronbach's Alpha for scale reliability is quite high (a = 0.788) and so is the sample adequacy ratio (KMO = 0.883) In addition non-parametric bivariate analysis in terms of Chi-Square is applied to test the hypotheses formulated in this respect. The fifth part is the conclusion where findings of this survey are listed.

Suggested Citation

  • Nurcan Turan & Nuri Calik, 2016. "Consumers' Post-Purchase Behavior In Terms Of Complaining, Assertiveness And Discontent; A Field Study From Eskisehir, Turkey," Proceedings of Economics and Finance Conferences 3205696, International Institute of Social and Economic Sciences.
  • Handle: RePEc:sek:iefpro:3205696

    Download full text from publisher

    File URL:
    File Function: First version, 2016
    Download Restriction: no

    References listed on IDEAS

    1. Michael A. Lapré & Nikos Tsikriktsis, 2006. "Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines," Management Science, INFORMS, vol. 52(3), pages 352-366, March.
    2. Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
    3. Lambert, Zarrel V., 1981. "Profiling demographic characteristics of alienated consumers," Journal of Business Research, Elsevier, vol. 9(1), pages 65-86, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. van Oest, Rutger & Knox, George, 2011. "Extending the BG/NBD: A simple model of purchases and complaints," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 30-37.
    2. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    3. Daunt, Kate L. & Harris, Lloyd C., 2011. "Customers acting badly: Evidence from the hospitality industry," Journal of Business Research, Elsevier, vol. 64(10), pages 1034-1042, October.
    4. Diwas Singh KC & Bradley R. Staats, 2012. "Accumulating a Portfolio of Experience: The Effect of Focal and Related Experience on Surgeon Performance," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 618-633, October.
    5. Xiujian Chen & Shu Lin & W. Robert Reed, 2010. "A Monte Carlo evaluation of the efficiency of the PCSE estimator," Applied Economics Letters, Taylor & Francis Journals, vol. 17(1), pages 7-10, January.
    6. A. George Assaf & Ljubica Knezevic Cvelbar, 2015. "Why Negative Outputs are Often Ignored: A Comprehensive Measure of Hotel Performance," Tourism Economics, , vol. 21(4), pages 761-773, August.
    7. Robert S. Huckman & Bradley R. Staats, 2008. "Variation in Experience and Team Familiarity: Addressing the Knowledge Acquisition-Application Problem," Harvard Business School Working Papers 09-035, Harvard Business School.
    8. Jonathan R. Clark & Robert S. Huckman, 2012. "Broadening Focus: Spillovers, Complementarities, and Specialization in the Hospital Industry," Management Science, INFORMS, vol. 58(4), pages 708-722, April.
    9. Tunç, Süleyman, 2015. "Türkiye’de Tüketici Haklarının Gelişimi Ve Hak Arama Yolu Olarak İnternet [Development of the Consumer Rights in Turkey and the Internet as a Way to Legal Remedies]," MPRA Paper 69623, University Library of Munich, Germany.
    10. Mariana Nicolae & Mazhar Arıkan & Vinayak Deshpande & Mark Ferguson, 2017. "Do Bags Fly Free? An Empirical Analysis of the Operational Implications of Airline Baggage Fees," Management Science, INFORMS, vol. 63(10), pages 3187-3206, October.
    11. Diwas Singh KC & Christian Terwiesch, 2011. "The Effects of Focus on Performance: Evidence from California Hospitals," Management Science, INFORMS, vol. 57(11), pages 1897-1912, November.
    12. Sara Parker‐Lue & Marvin Lieberman, 2020. "The impact of diversification on task performance: Evidence from kidney transplant centers," Strategic Management Journal, Wiley Blackwell, vol. 41(7), pages 1169-1190, July.
    13. Siyuan Yi & Qiguo Gong & Feng Dong & Hui Wang, 2020. "The Effect of Planned Breaks on Worker Productivity and the Moderate Role of Workload in a Manufacturing Environment," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 10(12), pages 1366-1383, December.
    14. Glauber, Johanna & Kretschmer, Tobias, 2018. "Learning from failure across products," CEPR Discussion Papers 13140, C.E.P.R. Discussion Papers.
    15. Dosi, Giovanni & Grazzi, Marco & Mathew, Nanditha, 2017. "The cost-quantity relations and the diverse patterns of “learning by doing”: Evidence from India," Research Policy, Elsevier, vol. 46(10), pages 1873-1886.
    16. Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2013. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services," NBER Working Papers 18723, National Bureau of Economic Research, Inc.
    17. Susan F. Lu & Gerard J. Wedig, 2013. "Clustering, Agency Costs and Operating Efficiency: Evidence from Nursing Home Chains," Management Science, INFORMS, vol. 59(3), pages 677-694, May.
    18. Kher, Hemant V. & Kydd, Christine T. & O'Brien, Terrence M., 2017. "Evolution of product quality in European, Japanese and US automotive firms: An exploratory longitudinal analysis," Omega, Elsevier, vol. 73(C), pages 29-36.
    19. Antonio Vera & Pythagoras Petratos & Torsten Oliver Salge, 2018. "A widening gap? Static and dynamic performance differences between specialist and general hospitals," Health Care Management Science, Springer, vol. 21(1), pages 25-36, March.
    20. Maria R. Ibanez & Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2018. "Discretionary Task Ordering: Queue Management in Radiological Services," Management Science, INFORMS, vol. 64(9), pages 4389-4407, September.

    More about this item


    Consumer discontent; ad disapproval; alienation; assertiveness; complaint; claims for refund.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sek:iefpro:3205696. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: . General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Klara Cermakova (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.