%0 Journal Article
%A Garín Muñoz, Teresa
%A Pérez-Amaral, Teodosio
%A Gijón Tascón, Covadonga
%A López Zorzano, Rafael Alberto
%T Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain
%D 2016
%@ 0308-5961
%U https://hdl.handle.net/20.500.14352/23612
%X This work analyses the post-purchase behaviour of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behaviour (CCB), a survey for 4249 individuals in Spain is used for specifying econometric equations that explain the determinants of the complaining decision and the impact that a proper complaint management may have on overall satisfaction. The results suggest that dissatisfaction is not a necessary condition for complaining and that the propensity to complain is different depending on the type of problem experienced by the customer. Another finding is that a proper handling of complaints by the company may constitute a source of improvement in the overall user satisfaction and profitability of the firm. This result is of interest for its implications when designing a company's marketing strategy. Accordingly it seems reasonable to use complaint management as a powerful tool to retain customers.
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