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Why Don’t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior

Arizona State University

Kevin P. Gwinner

East Carolina University

This article reports the development of a theoretical model of consumer complaint behavior by using cognitive ap praisal theory as its foundation. Because of its importance to management and lack of attention in the marketing literature, specific emphasis is placed on the phenomenon of noncomplaining and the role of consumer emotion in dissatisfying marketplace experiences. The model presents cognitive appraisal as the key element in the evaluation of consumer threat and harm, which subsequently may result in psychological stress. Stressful appraisal outcomes are suggested to elicit emotive reactions that, in conjunction with cognitive appraisal, influence the type of coping strategy used by the consumer. Three coping strategies (problem focused, emotion focused, and avoidance) are identified and discussed. Key propositions are illustrated by using in-depth interview data from a sample of older female consumers.

Journal of the Academy of Marketing Science, Vol. 26, No. 3, 172-189 (1998)
DOI: 10.1177/0092070398263001


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