Complaining Behavior: Cross-Cultural Or Situational? An Exploratory Study of the Indian Nationals Living in the United States
The purpose of this study was to assess the extent to which cross-national differences in complaint behavior are due to cultural vs. situational factors. Eighteen individuals who were born and raised in India, and are now living in the U.S., provided insight. Respondents indicated that policies regarding returns and exchanges are much more restrictive in India. Consequently, a majority stated that they are less likely to attempt to return or exchange unsatisfactory products when in India, and instead are more likely to engage in negative word-of-mouth. Given that most individuals stated that their underlying, cultural values had changed little, if at all, it appears that complaint behavior is influenced to a large extent by situational factors.
Jeffrey Blodgett, Aysen Bakir, and Donna Hill (2009) ,"Complaining Behavior: Cross-Cultural Or Situational? An Exploratory Study of the Indian Nationals Living in the United States", in AP - Asia-Pacific Advances in Consumer Research Volume 8, eds. Sridhar Samu, Rajiv Vaidyanathan, and Dipankar Chakravarti, Duluth, MN : Association for Consumer Research, Pages: 368-368.
Jeffrey Blodgett, North Carolina A & T State University, U.S.A.
Aysen Bakir, Illinois State University
Donna Hill, Bradley University
AP - Asia-Pacific Advances in Consumer Research Volume 8 | 2009
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