Dynamics of Consumer Complaining
A Psychosocial Perspective
Buch in deiner Nähe kaufen
Beschreibung
This book offers a psychosocial framework for understanding the rise of consumer complaint behavior in the digital age. Drawing from psychology, sociology, and marketing theory, the author reconceptualizes complaining as a multidimensional phenomenon—one that reflects not only dissatisfaction with products and services, but also deeper needs for validation, control, and self-worth.
The book introduces a novel typology of complainers and proposes the “Complaining Matrix,” a diagnostic tool that distinguishes between legitimate and insidious complaints based on psychological thresholds and social triggers.
Through a variety case studies, from ancient Mesopotamian clay tablets to viral social media campaigns, the book traces the evolution of consumer voice and its implications for business ethics, public policy, and market regulation. Kucuk’s integration of intrapsychic and interpersonal dimensions of complaining behavior advances the field by bridging consumer behavior research with broader societal concerns, including entitlement culture, digital empowerment, and the normalization of grievance.
This volume is essential reading for scholars in marketing, consumer psychology, and business ethics seeking to understand the shifting landscape of consumer–firm relations and the emotional economy of complaint.
S. Umit Kucuk is a marketing and consumer behavior scholar at the University of Washington Tacoma, USA. His research spans consumer psychology, digital markets, and brand relationships. He is the author of Brand Hate, Consumer Voice, and Visualizing Marketing.
This book offers a psychosocial framework for understanding the rise of consumer complaint behavior in the digital age. Drawing from psychology, sociology, and marketing theory, the author reconceptualizes complaining as a multidimensional phenomenon—one that reflects not only dissatisfaction with products and services, but also deeper needs for validation, control, and self-worth.
The book introduces a novel typology of complainers and proposes the “Complaining Matrix,” a diagnostic tool that distinguishes between legitimate and insidious complaints based on psychological thresholds and social triggers.
Through a variety case studies, from ancient Mesopotamian clay tablets to viral social media campaigns, the book traces the evolution of consumer voice and its implications for business ethics, public policy, and market regulation. Kucuk’s integration of intrapsychic and interpersonal dimensions of complaining behavior advances the field by bridging consumer behavior research with broader societal concerns, including entitlement culture, digital empowerment, and the normalization of grievance.
This volume is essential reading for scholars in marketing, consumer psychology, and business ethics seeking to understand the shifting landscape of consumer–firm relations and the emotional economy of complaint.
Develops first comprehensive classification of consumer complaining behaviors by psychological and sociological theory Explores how social media, AI-driven platforms, and online communities reshape complaint behaviors Integrates insights across disciplines to construct a unified theoretical framework for understanding complaint behavior
Autor*in
S. Umit Kucuk
Themen in »Dynamics of Consumer Complaining«
Complaint Threshold Psychology of Complaining Deceitful Consumers Consumer Dissatisfaction Motives of Complaining Dissatisfaction Threshold Legitimate vs Illegitimate Complaints Digital Consumer Empowerment Social Media Complaints Consumer Voice Brand Loyalty Brand Hate Brand Love Complaint Behavior in AI-driven Markets Complaint Culture