Consumer complaint handling in an advanced developing economy: An empirical investigation

Erdener Kaynak, Orsay Kucukemiroglu, Yavuz Odabasi

Research output: Contribution to journalArticle

15 Citations (Scopus)

Abstract

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.

Original languageEnglish (US)
Pages (from-to)813-829
Number of pages17
JournalJournal of Business Ethics
Volume11
Issue number11
DOIs
StatePublished - Nov 1 1992

Fingerprint

complaint
Turkey
consumption behavior
developing country
economy
consumer protection
technical development
economics
Empirical investigation
Developing countries
Developing economies
Complaint handling
Economy
Complaints
Developing Countries
Complaining behavior
Dissatisfaction
Socio-economic development
Technological development
Consumer protection

All Science Journal Classification (ASJC) codes

  • Economics and Econometrics
  • Business and International Management
  • Business, Management and Accounting(all)

Cite this

Kaynak, Erdener ; Kucukemiroglu, Orsay ; Odabasi, Yavuz. / Consumer complaint handling in an advanced developing economy : An empirical investigation. In: Journal of Business Ethics. 1992 ; Vol. 11, No. 11. pp. 813-829.
@article{9ae26fb6ebbf42aea0c81baff0c943b3,
title = "Consumer complaint handling in an advanced developing economy: An empirical investigation",
abstract = "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.",
author = "Erdener Kaynak and Orsay Kucukemiroglu and Yavuz Odabasi",
year = "1992",
month = "11",
day = "1",
doi = "10.1007/BF00872359",
language = "English (US)",
volume = "11",
pages = "813--829",
journal = "Journal of Business Ethics",
issn = "0167-4544",
publisher = "Springer Netherlands",
number = "11",

}

Consumer complaint handling in an advanced developing economy : An empirical investigation. / Kaynak, Erdener; Kucukemiroglu, Orsay; Odabasi, Yavuz.

In: Journal of Business Ethics, Vol. 11, No. 11, 01.11.1992, p. 813-829.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Consumer complaint handling in an advanced developing economy

T2 - An empirical investigation

AU - Kaynak, Erdener

AU - Kucukemiroglu, Orsay

AU - Odabasi, Yavuz

PY - 1992/11/1

Y1 - 1992/11/1

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=0040688288&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0040688288&partnerID=8YFLogxK

U2 - 10.1007/BF00872359

DO - 10.1007/BF00872359

M3 - Article

AN - SCOPUS:0040688288

VL - 11

SP - 813

EP - 829

JO - Journal of Business Ethics

JF - Journal of Business Ethics

SN - 0167-4544

IS - 11

ER -