A Review of Studies Affecting Customer Complaint Behavior

Shiyue Zhao ； Yu Zhao

《Frontiers in Economics and Management》 3卷2期 (2022/02) Pp. 256-262

https://doi.org/10.6981/FEM.202202_3(2).0032

摘要

The factors affecting customer complaint behavior can be divided into three aspects: individual factors, situational factors and cultural factors. Individual factors are further divided into demographic characteristics, customer personality characteristics and individual attitude factors, among which attitude factors have a greater impact on customer complaint behavior; situational factors have the most significant impact on customer complaint behavior compared with individual factors and cultural factors; There are large cultural differences between them, so cultural factors are most commonly used in comparative studies of customer complaint behaviors in different countries.

關鍵字

Customer Complaint Behavior ； Influencing Factors ； Research Review

參考文獻

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