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European Consumer Complaint Behaviour In The Financial Sector




TekijätKati Suomi, Raija Järvinen

KustantajaJournal of Research for Consumers

Julkaisuvuosi2018

JournalJournal of Research for Consumers

Numero33

Aloitussivu38

Lopetussivu82

Sivujen määrä45

ISSN1444-6359

eISSN1444-6359

Verkko-osoitehttp://jrconsumers.com/Academic_Articles/issue_33/Issue33-AcademicArticle-Suomi-38-82.pdf

Rinnakkaistallenteen osoitehttps://research.utu.fi/converis/portal/detail/Publication/31481909


Tiivistelmä

This study examines consumer complaint behaviour (CCB) in the context of financial services. The study contributes to the field by widening the concept of CCB, one that was tested using an extensive set of empirical data on consumer experiences of service problems and complaints about them. The data are quantitative in nature and cover approximately 500 randomly selected respondents in each of the 27 European Union member states, plus Norway and Iceland. The consumer experience assessments totalled 82,619. The results show that consumers tend to complain directly to their service providers and to their family, relatives and friends, but few take steps towards legal action. Surprisingly, many disappointed consumers stay inactive. As a part of CCB, many consumers decide to switch either their providers, or financial services offered by the same provider. The results also reveal variations in CCB between people from different European countries, and according to the various types of financial services complained about.


Ladattava julkaisu

This is an electronic reprint of the original article.
This reprint may differ from the original in pagination and typographic detail. Please cite the original version.





Last updated on 2024-26-11 at 17:17