Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers

Oly Ndubisi, Nelson and Tam, Yin Ling @ Adeline (2007) Evaluating Gender Differences In The Complaint Behavior Of Malaysian Consumers. Asian Academy of Management Journal (AAMJ), 12 (2). pp. 1-13. ISSN 1394-2603

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Official URL: http://web.usm.my/aamj/12.2.2007/AAMJ%2012-2-1.pdf

Abstract

The aim of this paper is to investigate whether male and female Malaysian consumers differ in their dissatisfaction complaint behavior and its aftermath. The study examines the moderation effect of gender in the relationship between public complaint behavior, private complaint behavior and customer defection. Data for the study was collected from 218 randomly selected customers of retail banks in Malaysia. The results show that public and private complaints are significantly associated with defection. These findings are generic across sex-type. Theoretical and managerial implications of the findings are discussed.

Item Type:	Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management
Divisions:	Penerbit Universiti Sains Malaysia (USM Press) > Asian Academy of Management Journal (AAM)
Depositing User:	Mr Firdaus Mohamad
Date Deposited:	04 Aug 2017 08:33
Last Modified:	04 Aug 2017 08:33
URI:	http://eprints.usm.my/id/eprint/35952

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