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Complaint Behavior of Mexican‐American Consumers to a Third‐Party Agency

Complaint Behavior of Mexican‐American Consumers to a Third‐Party Agency 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 research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Consumer Affairs Wiley

Complaint Behavior of Mexican‐American Consumers to a Third‐Party Agency

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References (24)

Publisher
Wiley
Copyright
Copyright © 1991 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0022-0078
eISSN
1745-6606
DOI
10.1111/j.1745-6606.1991.tb00278.x
Publisher site
See Article on Publisher Site

Abstract

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 research.

Journal

Journal of Consumer Affairs – Wiley

Published: Jun 1, 1991

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