Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/45095
Title: Personal values and complaint behaviour: The case of Singapore consumers
Authors: Keng, K.A. 
Liu, S.
Keywords: Complaint
Consumer behaviour
Personal values
Psychographics
Singapore
Issue Date: 1997
Source: Keng, K.A.,Liu, S. (1997). Personal values and complaint behaviour: The case of Singapore consumers. Journal of Retailing and Consumer Services 4 (2) : 89-97. ScholarBank@NUS Repository.
Abstract: This paper investigates the relationship between personal values and complaint behaviour in an Asian setting. The List of Values developed at the University of Michigan was used as the basis for measurement. Respondents choosing these values were regrouped into those who were either group-oriented or self-oriented. It was confirmed that these two groups differed in terms of demographic and psychographic characteristics. In addition, they were also found to exhibit different complaint behaviour when they were dissatisfied with a product purchased. Group-oriented consumers were found to resort to private action, while their self-oriented counterparts were more prepared to opt for public actions. Finally, a discriminant analysis using psychographics was employed to differentiate the two groups of respondents. © 1997 Elsevier Science Ltd. All rights reserved.
Source Title: Journal of Retailing and Consumer Services
URI: http://scholarbank.nus.edu.sg/handle/10635/45095
ISSN: 09696989
Appears in Collections:Staff Publications

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