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Consumer complaint behaviour and relationship marketing: a research agenda

Robertson, Nichola and Shaw, Robin 2001, Consumer complaint behaviour and relationship marketing: a research agenda, in Proceedings of The Australian and New Zealand Marketing Academy Conference, ANZMAC, Auckland, New Zealand, pp. 1-8.


Title Consumer complaint behaviour and relationship marketing: a research agenda
Author(s) Robertson, Nichola
Shaw, Robin
Conference name Australian and New Zealand Marketing Academy Conference (2001 : Auckland, New Zealand)
Conference location Auckland, New Zealand
Conference dates 1-5 December 2001
Title of proceedings Proceedings of The Australian and New Zealand Marketing Academy Conference
Editor(s) Chetty, Sylvie
Collins, Brett
Publication date 2001
Start page 1
End page 8
Publisher ANZMAC
Place of publication Auckland, New Zealand
Summary A void identified within the Relationship Marketing literature is the lack of research on dissatisfactory or problem relationships, so the utilisation of work that has been conducted in the area of Consumer Complaint Behaviour (CCB) is appropriate. Therefore, this paper identifies ways in which the CCB literature may be used to advance knowledge in the field of Relationship Marketing. As the context of this paper is consumer - service provider relationships, an assessment is made of some of the implications of technology-infusion in service encounters, at two levels, namely at the broad relationship marketing level, that is, the likely impact of technology infusion on consumer - service provider relationships, and then more specifically regarding implications for CCB.
ISBN 0473082063
9780473082062
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2001 ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004504

Document type: Conference Paper
Collection: School of Management and Marketing
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