Consumer complaint actions: a conceptual model based on complainants about advertising in Australia Volkov, Michael 2003, Consumer complaint actions: a conceptual model based on complainants about advertising in Australia, Journal of new business ideas and trends, vol. 1, no. 1, pp. 50-60. Attached Files Name Description MIMEType Size Downloads Title Consumer complaint actions: a conceptual model based on complainants about advertising in Australia Author(s) Volkov, Michael orcid.org/0000-0002-2459-4515 Journal name Journal of new business ideas and trends Volume number 1 Issue number 1 Start page 50 End page 60 Publisher UBP Consulting and Publishing Place of publication Ballarat, Vic. Publication date 2003 ISSN 1446-8719 1447-9184 Summary This article presents a new conceptual model detailing consumer complaint responses relating to exposure to unacceptable advertising. The model is initiated by consumer perceptions of negative inequity which elicits one of three consumer complaint responses based on the identified triggers that may influence complaining propensity such as demographic, psychographic, cultural, situational and social factors. Complainant perception of the process encountered together with the overall outcome of their experience affect future complaint behaviour as shown by this evolving model as the end reaction flows on to form the consumer’s next response to a similar situation. The advertising industry in Australia is valued annually at over $8 billion and some advertisements have been identified as ‘unacceptable’ by elements in society. Industry and regulatory response to consumer complaints is thus an important area to address and there is no extant literature utilising such an holistic model. Language eng Field of Research 150599 Marketing not elsewhere classified HERDC Research category C1.1 Refereed article in a scholarly journal Copyright notice ©2003, JNBIT Persistent URL http://hdl.handle.net/10536/DRO/DU:30004077 Document type: Journal Article Collections: Faculty of Arts and Education Faculty of Business and Law School of Management and Marketing Higher Education Research Group Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Link to Related Work Consumer complaint actions: a conceptual model based on complainants about advertising in Australia (deposited 03-12-2021) UBP Consulting and Publishing Publisher (deposited 16-02-2012)   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Fri, 02 Jan 2009, 09:54:31 EST Fri, 09 Apr 2010, 12:59:21 EST Mon, 16 Jun 2014, 07:29:17 EST Tue, 14 Oct 2014, 07:34:16 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 830 Abstract Views, 1 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:11:26 EST