Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework

Abstract

The concept of consumer dissatisfaction, Landon’s taxonomy of consumer complaint behaviour, consumer-specific variables and product-specific variables related to complaining, as well as Weiner’s attribution theory are all integrated to develop a theoretical framework for studying consumers’ complaint behaviour concerning their dissatisfaction with the functional and/or symbolic performance failure of major electrical household appliances.