Consumer complaint handling in an advanced developing economy: An empirical investigation [Book Review]
David Bourget (Western Ontario)
David Chalmers (ANU, NYU)
Rafael De Clercq
Jack Alan Reynolds
Learn more about PhilPapers
Journal of Business Ethics 11 (11):813-829 (1992)
The purpose of this article is to examine consumer protection, complaint, and statisfaction/dissatisfaction behaviors in developing countries with special reference to an advanced developing country — Turkey. The study was designed to describe consumer complaint handling issues in urban Turkey. It tries to explain consumer behavior differences along five consumer product categories as to the frequency and manner of consumer complaining behavior and suggests insights into the effectiveness of consumer complaint handling policies in Turkey. It is maintained that the study results are also applicable to other developing countries which are at a similar level of socio-economic and technological development.
|Keywords||No keywords specified (fix it)|
|Categories||categorize this paper)|
Setup an account with your affiliations in order to access resources via your University's proxy server
Configure custom proxy (use this if your affiliation does not provide a proxy)
|Through your library|
References found in this work BETA
No references found.
Citations of this work BETA
J. Tsalikis & Walfried Lassar (2009). Measuring Consumer Perceptions of Business Ethical Behavior in Two Muslim Countries. Journal of Business Ethics 89 (1):91 - 98.
Similar books and articles
Scott J. Vitell & Joseph G. P. Paolillo (2003). Consumer Ethics: The Role of Religiosity. [REVIEW] Journal of Business Ethics 46 (2):151 - 162.
Tanya L. Chartrand (2005). The Role of Conscious Awareness in Consumer Behavior. Journal of Consumer Psychology 15 (3):203-210.
Sam Fullerton, Kathleen B. Kerch & H. Robert Dodge (1996). Consumer Ethics: An Assessment of Individual Behavior in the Market Place. [REVIEW] Journal of Business Ethics 15 (7):805 - 814.
Johannes Brinkmann (2004). Looking at Consumer Behavior in a Moral Perspective. Journal of Business Ethics 51 (2):129-141.
Eleni Papaoikonomou, Gerard Ryan & Mireia Valverde (2011). Mapping Ethical Consumer Behavior: Integrating the Empirical Research and Identifying Future Directions. Ethics and Behavior 21 (3):197 - 221.
Robert C. Erffmeyer, Bruce D. Keillor & Debbie Thorne LeClair (1999). An Empirical Investigation of Japanese Consumer Ethics. Journal of Business Ethics 18 (1):35 - 50.
Krist Swimberghe, Laura A. Flurry & Janna M. Parker (2011). Consumer Religiosity: Consequences for Consumer Activism in the United States. [REVIEW] Journal of Business Ethics 103 (3):453-467.
Elizabeth C. Alexander (2002). Consumer Reactions to Unethical Service Recovery. Journal of Business Ethics 36 (3):223 - 237.
Mary C. LaForge (1989). Learned Helplessness as an Explanation of Elderly Consumer Complaint Behavior. Journal of Business Ethics 8 (5):359 - 366.
Added to index2009-01-28
Total downloads8 ( #182,531 of 1,140,392 )
Recent downloads (6 months)1 ( #140,193 of 1,140,392 )
How can I increase my downloads?