@inproceedings{d74f9615f615475aa8bb428a9f14e69e,
title = "An exploratory study of consumer complaining behaviour (CCB) in Saudi Arabia",
abstract = "This paper presents an exploratory study intended to obtain a better understanding of consumer complaint behaviour (CCB) in Saudi Arabia in terms of whether differences exist between Filipino guest workers and Saudi nationals. Drawing from the CCB literature, two questions were posed: When dissatisfied with a product, how do the customers proceed to complain? Do differences in complaining behaviour exist between customers of different nationality residing in Saudi Arabia? Focus groups, interviews and observation of complainants are used to provide evidence of differences in terms oif expectations, style of complaining and assessment of the complaints handling process, justifying future research into the causes.",
keywords = "consumer complaints, consumer behaviour, Saudi Arabia, cross-cultural studies",
author = "Saeed Badghaish and Richard Fletcher and John Stanton",
year = "2012",
language = "English",
isbn = "9780646563305",
publisher = "Ehrenberg-Bass Institute for Marketing Science",
booktitle = "Proceedings of ANZMAC 2012: 3-5 December 2012, University of South Australia, Adelaide, S.A.",
note = "Australian & New Zealand Marketing Academy. Conference ; Conference date: 03-12-2012",
}