Donoghue, SuneDe Klerk, Helena Maria2007-06-292007-06-292006Donoghue, S & De Klerk, HM 2006, 'Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework', Journal of Family Ecology and Consumer Sciences, vol. 34, pp. 41-55. [http://www.up.ac.za/saafecs/]0378-5254http://hdl.handle.net/2263/2843The 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.247974 bytesapplication/pdfenSouth African Association of Family Ecology and Consumer SciencesConsumer dissatisfactionCausal attributionFunctionalSymbolic performance failureConsumer complaintsConsumers -- AttitudesConsumer behaviorElectric apparatus and appliances -- QualityHousehold appliances, Electric -- QualityPerformance -- EvaluationProducts liabilityArticle