A Consumer Complaint Framework with Resulting Strategies: An Application to Higher Education

Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus strategy to...

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Bibliographic Details
Published in:The Journal of services marketing 1994, Vol.8 (3), p.27-39
Main Author: Dolinsky, Arthur L.
Format: Article
Language:English
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Summary:Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus strategy to a very passive continue‐on‐present‐course strategy. Uses student complaint data to demonstrate the value of the framework.
ISSN:0887-6045
DOI:10.1108/08876049410065598