Czasopismo
Tytuł artykułu
Autorzy
Warianty tytułu
Języki publikacji
Abstrakty
This study aims to explore the differences and similarities in complaint behavior of consumers according to their personality types. 116 managers of a large Turkish fi nance company have participated in the study. Results show that Intuition-Thinking and Sensing-Thinking individuals tend to engage in public action, while Sensing-Feeling individuals prefer to take private action, and Intuition-Feeling individuals take no action, which is a different form of complaint behavior. (original abstract)
Rocznik
Numer
Strony
4--14
Opis fizyczny
Twórcy
autor
- Akdeniz University in Antalya, Turkey
autor
- Akdeniz University in Antalya, Turkey
Bibliografia
- Blodgett J.G., Wakefi eld K.L. & Barnes J.H. (1995). The effect of customer service on consumer complaining behavior, Journal of Services Marketing, 9(4), 31-42.
- Bodey K. & Grace D. (2006). Segmenting service "complainers" and "non-complainers" on the basis of consumer characteristics, Journal of Service Marketing, 20(3), 178-187.
- Bolfi ng C.P. (1989). How do customers express dissatisfaction and what can service marketers do about it?, Journal of Service Marketing, 3(3), 5-23.
- Buboltz W.C., Johnson P., Nichols C., Miller M.A. & Thomas A. (2000). MBTI personality types and SII personality style scales, Journal of Career Assessment, 8(2), 131-145.
- Chelminski P. & Coulter R.A. (2011). An examination of consumer advocacy and complaining behavior in the context of service failure, Journal of Service Marketing, 25/5, 361-370.
- Davidow M. & Dacin P.A. (1997). Understanding and infl uencing consumer complaint behavior: improving organizational complaint management, Advances in Consumer Researcher, (24), 450-456.
- Day R.L. (1977). Extending the concept of consumer satisfaction, Advances in Consumer Research, 4(1), 149-154.
- Day R.L. & Landon E.L. (1977). Toward a Theory of Consumer Complaint Behavior: Consumer and Industrial Buying Behavior, North-Holland, New York, NY, 425-437.
- Duffy D.L (2003). Commentary: Internal and External Factors Which Affect Customer Loyalty, Journal of Consumer Marketing, 20(5), 480-485.
- Furnham A., Moutafi J. & Crump J. (2003). The relationship between the revised neo-personality inventory and the myers-briggs type indicator, Social Behavior and Personality, 31(6), 577-584.
- Gallen T. (2009). Top management team composition and views of viable strategies, Team Performance Management, 15(7/8), 326-342.
- Gardner W.L. & Martinko M.J. (1996). Using the Myers-Briggs Type Indicator to Study Managers: A Literature Review and Research Agenda, Journal of Management, 22(1), 45-83.
- Garrety K. (2007). Beyond ISTJ: A discourse-analytic study of the use of the Myers-Briggs Type Indicator as an organizational change device in an Australian industrial fi rm, Asia Pacifi c Journal of Human Resources, 45(2), 218-234.
- Grönross C. (2003). Taking a customer focus back into the boardroom: can relationship marketing do it?, Marketing Theory, 3(1),171-173.
- Han S., Keng K.A. & Richmond D. (1995). Determinants of consumer complaint behavior: a study of Singapore consumers, Journal of International Consumer Marketing, 8(2), 59-76.
- Hansen T., Wilke R. & Zaichkowsky J. (2010). Managing consumer complaints: Differences and similarities among heterogeneous retailers, International Journal of Retail and Distribution Management, 38 (1), 6-23.
- Harrington R. & Loffredo D.A. (2009). MBTI personality type and other factors that relate to preference for online versus face-to-face instruction, Internet and Higher Education, 13, 89-95.
- Hennig-Thurau T. & Hansen U. (2000). Relationship Marketing, Springer: Berlin.
- Herrman R.O., Warland R.H. & Willits J. (1975). Dissatisfi ed consumer: who gets upset and who takes actions, Journal of Consumer Affair, (6), 148-68.
- Heung V. & Lam T. (2003). Customer complaint behavior towards hotel restaurant services, International Journal of Contemporary Hospitality Management, 15(5), 283-289.
- Hough J.R. & Ogilvie D.(2005). An empirical test of cognitive style and strategic decision outcomes, Journal of Management Studies, 42(2), 417-448.
- Jacoby J. & Jaccard J.J. (1981). The sources, meaning, and validity of consumer complaint behavior: a psychological analysis, Journal of Retailing, 57(3), 4-23.
- Kitapci O. & Dortyol I.T. (2009). The differences in customer complaint behavior between loyal customers and fi rst comers in the retail banking industry: The case of Turkish customers, Management Research News, 32(10), 932-941.
- Lee S.C., Barker S. & Kandampully J. (2003). Technology, Service Quality and Customer Loyalty in Hotels: Australian Managerial Perspectives, Managing Service Quality, 13(5), 423-432.
- Likert R. (1934). A simple and reliable method of scoring the turnstone attitude scales, Journal of Social Psychology, (5), 228.
- Liu R. & McClure P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: an empirical examination, Journal of Consumer Marketing, 18(1), 54-74.
- Mattila A.S. & Wirtz J. (2004). Customer complaining to fi rms: The determinants of channel choice, Journal of Service Marketing, 18(2), 147-155.
- McKenna M.K., Shelton C.D. & Darling J.R. (2001). The impact of behavioral style assessment on organizational effectiveness: A call for action, Leadership Organization Development Journal, 23(6), 314-322.
- McPhail K.J.A. (2002). The nursing profession, personality types and leadership, Leadership in Health Service, 15(1), vii-x.
- Mowen J.C. & Spears N. (1999). Understanding compulsive buying among college students: A hierarchical approach, Journal of Consumer Psychology, 8(4), 407-430.
- Ngai E.W.T., Heung V.C.S., Wong Y.H. & Chan F.K.Y. (2007). Consumer complaint behaviour of Asians and non-Asians about hotel services: an empirical analysis, European Journal of Marketing, 41(11/12), 1375-1391.
- Phau I. & Baird M. (2008). Complainers versus non-complainers retaliatory responses towards service dissatisfactions, Marketing Intelligence and Planning, 26(6), 587-604.
- Phau I. & Sari R. (2004). Engaging in complaint behavior: an Indonesian perspective, Marketing Intelligence and Planning, 22(4), 407-26.
- Rust, R.T. & Zahorik, A.J. (1993). Customer satisfaction, customer retention, and market share, Journal of Retailing, 69(2), 193-215.
- Saggino A., Cooper C. & Kline P. (2001). A confi rmatory factor analysis of Mayers-Briggs Type Indicator, Personality and Individual Differences, 30, 3-9.
- Singh, J. (1988). Consumer complaint intentions and behavior: defi nitional and taxonomical issues, Journal of Marketing, 52(January), 93-107.
- Tax S.S., Brown S.W. & Chandrashekaran M. (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing, Journal of Marketing, 62(2), 60-76.
- Velazquez B.M., Blasco M.F., Saura I.G. & Contri G.B. (2010). Causes for complaining behavior intentions: the moderator effect of previous customer experience of the restaurant, Journal of Service Marketing, 24(7), 532-545.
- Volkov M., Harker D. & Harker M. (2002). Complaint behavior: a study of the differences between complainants about advertising in Australia and population at large, Journal of Consumer Marketing, 19(4), 319-332.
- Young A.J. & Walters J.L. (2002). Relationship between DHI production value and Myers-Briggs type indicator as a measure of management ability, Journal of Dairy Science, 85(8), 2046-2052.
- Zardouz S., German M.A., Wu E.C. & Djalilian H.R. (2011). Personality types of otolaryngology resident applicants as described by the Myers-Briggs type indicator, Otolaryngology, 144(5), 714-718.
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171393723