Hie,

Try reading out this to get started:

Author(s):

Matthias Fuchs (Asssociate Professor at the Centre for Tourism and Service Economics University of Innsbruck)

Klaus Weiermair (University Professor and Director of the Centre for Tourism and Service Economics University of Innsbruck Universitätsstraße 15 A‐6020 Innsbruck)

Citation:

Matthias Fuchs, Klaus Weiermair, (2003) "New perspectives of satisfaction research in tourism destinations", Tourism Review, Vol. 58 Iss: 3, pp.6 - 14

This paper could help you:

Romani S., Grappi S., Dalli D. (2012). Emotions that Drive Consumers Away from Brands: Measuring Negative Emotions toward Brands and their Behavioral Effects. INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING, vol. 29 (1), p. 55-67, ISSN: 0167-8116, doi: 10.1016/j.ijresmar.2011.07.001.

http://www.sciencedirect.com/science/article/pii/S0167811611000826

It's about negative emotional reactions toward brands. A scale that includes six distinct brand-related negative emotions (anger, discontent, dislike, embarrassment, sadness, and worry) is developed. The first 4 studies develop the NEB scale, then Study 5 manipulates specific negative brand-related emotions and reveals that they predict particular behavioral outcomes, among them consumer complaining behaviors.

Customer complaint behavior is widely accepted area of research in the service satisfaction and service recovery domain. To the best of my knowledge, there is no existing instrument to measure customer complaint. However, you can contextually apply the measures of service satisfaction and service recovery instrument(s) for your work. I can suggest you two papers on service recovery:

Boshoff (1999), RECOVSAT: An instrument to measure satisfaction with transaction specific service recovery

Bose & Roy (2010), Validating the RECOVSAT in the Indian context  

Hello Richard,

the paper you highlighted discuss the measurement approaches in the field of customer satisfaction with services and applies those empirically for service bundles at the level of the tourism destination. I am looking for some constructs that explains the complaint behaviour of the product purchase by a customer. Thanx for the info

Hie,

Can you also try the following sources and links:

1. The antecedents of complaint behaviour for Brazilian and French consumers of services.

Authors:

Matos, Celso Augusto1

Leis, Rodrigo Pinto1

Source:

International Journal of Consumer Studies. May2013, Vol. 37 Issue 3, p327-336. 10p. 1 Diagram, 6 Charts.

2.Antecedents to complaint behaviour in the context of restaurant goers.

Authors:

Velázquez, Beatriz Moliner1

Contrí, Gloria Berenguer2 [email protected]

Saura, Irene Gil2

Blasco, María Fuentes3

Source:

International Review of Retail, Distribution & Consumer Research. Dec2006, Vol. 16 Issue 5, p493-517. 25p. 3 Diagrams, 6 Charts.

3.Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology.

Authors:

Crie, Dominique

Source:

Journal of Database Marketing & Customer Strategy Management. Sep2003, Vol. 11 Issue 1, p60-79. 20p.

http://web.b.ebscohost.com/ehost/pdfviewer/pdfviewer?sid=6df4ccc9-5908-4f2d-9dd0-f780a1f15877%40sessionmgr112&vid=1&hid=105

http://web.b.ebscohost.com/ehost/detail/detail?sid=0176833b-55e1-466e-8dc6-eaad49e2ea62%40sessionmgr114&vid=0&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bch&AN=82370864

http://web.b.ebscohost.com/ehost/detail/detail?sid=fb16b80a-1357-460d-ba40-250fe337684e%40sessionmgr111&vid=0&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bch&AN=10816903

http://web.b.ebscohost.com/ehost/resultsadvanced?sid=bec43907-02af-44be-88ae-818dda991b25%40sessionmgr111&vid=3&hid=105&bquery=complaint+behaviour+%22of%22+the+product+purchase+%22by%22+a+customer&bdata=JmRiPWJjaCZkYj1id2gmZGI9a3JoJmRiPXVraCZkYj1seGgmZGI9OGdoJnR5cGU9MSZzaXRlPWVob3N0LWxpdmU%3d

Thanks Silvia Grappi for your info. It certainly is as emotions are one of prime constructs of complaining behaviour. 

Sunny similar is the case as I too unable to find a trust-able instrument to measure complaint behaviour of a product purchase. Anyways i do trying to go through the links you provided. 

Thanks Richmond, I am going through all the papers.

Hi!

You may look at these:

Maute, M. F., & Forrester Jr, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology,14(2), 219-247.

Jacoby, J., & Jaccard, J. J. (1981). The sources, meaning, and validity of consumer complaint behavior: A psychological analysis. Journal of Retailing.

Singh, J. (1988). Consumer complaint intentions and behavior: definitional and taxonomical issues. The journal of Marketing, 93-107.

Francken, D. A. (1983). Postpurchase consumer evaluations, complaint actions and repurchase behavior. Journal of Economic Psychology, 4(3), 273-290.

Regards,

Ritesh

https://www.researchgate.net/publication/305887180_Beyond_the_Border_Yellow_Goes_International

Article Beyond the Border: Yellow Goes International

Thank Mr. Ritesh and Nabila for these research papers. I am trying to go through these.

Regards,

 I have the same problem with you. I suggest you to adopt Singh"s (1985) version of CCB,  and add collective power measurement (complaining through media). 

Hi Anastasia.. thanks for your comment. If you could share the scale with me, it would be of immense help.

Thanks & Regards,

I am also doing reserach in CCB. I am going to use the scale from this dissertation. Take a look.

https://books.google.com/books?hl=en&lr=&id=8AlZd-VpJOgC&oi=fnd&pg=PR9&dq=Consumer+complaint+behavior:+Studies+on+behavioral+dimensions+and+the+impact+of+the+Internet&ots=3OXUnPLsY2&sig=W3S0Ir6akzF9pm6OVue6CYf__xQ#v=onepage&q=Consumer%20complaint%20behavior%3A%20Studies%20on%20behavioral%20dimensions%20and%20the%20impact%20of%20the%20Internet&f=false

It was based on Singh's scale. 

Good luck,

Anastasia

Thanks Anastasia.. I m trying to extract the scale. Glad to hear that you too are working in same field. Good luck to your research. Be in touch for future

Regards,

Mohit jamwal

I am working on telecommunications and need to get a scale for some constructs, Psychological contract violation, Perceived Quality, Complaint behaviour, Switching intention, and Satisfaction.

Thank you