著者
池内 裕美
出版者
日本社会心理学会
雑誌
社会心理学研究 (ISSN:09161503)
巻号頁・発行日
vol.25, no.3, pp.188-198, 2010-03-20 (Released:2017-02-20)
被引用文献数
2

Recently, consumer complaints and consumer claims have become a major social issue. The main purpose of this study was to investigate the psychological mechanism of complaining behavior with reference to the theory of aggressive behavior in social psychology. Two hundred and fifteen participants (106 males, 109 females) who lived in Japan were asked to complete a questionnaire by the mail survey method. After a covariance structure analysis, the proposed model was found to fit the data very well. The main findings were as follows: (1) High levels of self-esteem and the self-control of emotion led to having a positive attitude for complaining behavior. (2) Attitudes toward complaining behavior and dissatisfaction with products had a direct effect on actual complaining behavior. Furthermore, dissatisfaction with products was affected by the differences between the expectations for products and the performances of products. (3) Complaining behavior led to a decrease in consumer dissatisfaction. This result indicated the existence of a "cathartic effect."

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クレーマーとされる人は全く均一ではないと言う当然の前提をまず頭に入れるべきです。 感情的に苦情を言っているとされている人は、実際は様々な動機で苦情を言っていますし、 もっと変な事を言えば、ベンダーが悪意的にクレーマー「呼ばわり」している場合もあります。 https://www.jstage.jst.go.jp/article/jssp/25/3/25_KJ00006203284 ...

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苦情行動の心理的メカニズムhttps://t.co/PGzeLET0C8
関連論文「苦情行動の心理的メカニズム」(『社会心理学研究』25巻3号、2010年)https://t.co/JFyM4Xm0ak
苦情行動の心理的メカニズム https://t.co/N52yJGrehT

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