Complaint Behavior of Mexican‐American Consumers to a Third‐Party Agency
作者:
T. BETTINA CORNWELL,
ALAN DAVID BLIGH,
EMIN BABAKUS,
期刊:
Journal of Consumer Affairs
(WILEY Available online 1991)
卷期:
Volume 25,
issue 1
页码: 1-18
ISSN:0022-0078
年代: 1991
DOI:10.1111/j.1745-6606.1991.tb00278.x
出版商: Blackwell Publishing Ltd
数据来源: WILEY
摘要:
Previous studies of consumer complaint behavior have either not included ethnicity as a relevant dimension of complaint behavior or have largely discounted the importance of differences in consumer behavior as they relate to ethnicity. This paper reports on a descriptive study of Mexican‐American complainants to identify ethnic‐based differences and similarities in consumer complaint behavior to a third‐party agency. Results suggest that ethnicity is an important aspect of consumer complaining behavior and minority groups such as Mexican‐Americans may have distinct complaint profiles which merit special consideration in consumer complaint r
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