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Consumer Complaint Behavior in the Online Environment

Consumer Complaint Behavior in the Online Environment

Ji-Young Hong, Wei-Na Lee
Copyright: © 2005 |Pages: 17
ISBN13: 9781591403272|ISBN10: 1591403278|ISBN13 Softcover: 9781591403289|EISBN13: 9781591403296
DOI: 10.4018/978-1-59140-327-2.ch005
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MLA

Hong, Ji-Young, and Wei-Na Lee. "Consumer Complaint Behavior in the Online Environment." Web Systems Design and Online Consumer Behavior, edited by Yuan Gao, IGI Global, 2005, pp. 90-106. https://doi.org/10.4018/978-1-59140-327-2.ch005

APA

Hong, J. & Lee, W. (2005). Consumer Complaint Behavior in the Online Environment. In Y. Gao (Ed.), Web Systems Design and Online Consumer Behavior (pp. 90-106). IGI Global. https://doi.org/10.4018/978-1-59140-327-2.ch005

Chicago

Hong, Ji-Young, and Wei-Na Lee. "Consumer Complaint Behavior in the Online Environment." In Web Systems Design and Online Consumer Behavior, edited by Yuan Gao, 90-106. Hershey, PA: IGI Global, 2005. https://doi.org/10.4018/978-1-59140-327-2.ch005

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Abstract

The emergence of the Internet and its communication capabilities have changed the way consumers communicate their negative experiences with products and services. This chapter offers a comprehensive assessment of the Internet as a viable complaint communication channel and details its related threats and opportunities. An integrated conceptual model of consumer complaint behavior is proposed. It is suggested that an in-depth understanding of the psychological mechanisms that underlie consumer complaint behavior and the characteristics of online communication as well as the characteristics of the business may be essential in taking advantage of the Internet as a complaint communication channel. Managerial implications and recommendations for practical implementation are also suggested.

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