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Dynamics of Consumer Complaining: A Psychosocial Perspective
Hardcover
Business GeneralInvesting & FinanceMarketing
ISBN13: 9783032321596
Publisher: Palgrave MacMillan
Published: Jan 29 2027
Pages: 199
Language: English
This book offers a psychosocial framework for understanding the rise of consumer complaint behavior in the digital age. Drawing from psychology, sociology, and marketing theory, the author reconceptualizes complaining as a multidimensional phenomenon--one that reflects not only dissatisfaction with products and services, but also deeper needs for validation, control, and self-worth.
The book introduces a novel typology of complainers and proposes the Complaining Matrix, a diagnostic tool that distinguishes between legitimate and insidious complaints based on psychological thresholds and social triggers.
Through a variety case studies, from ancient Mesopotamian clay tablets to viral social media campaigns, the book traces the evolution of consumer voice and its implications for business ethics, public policy, and market regulation. Kucuk's integration of intrapsychic and interpersonal dimensions of complaining behavior advances the field by bridging consumer behavior research with broader societal concerns, including entitlement culture, digital empowerment, and the normalization of grievance.
This volume is essential reading for scholars in marketing, consumer psychology, and business ethics seeking to understand the shifting landscape of consumer-firm relations and the emotional economy of complaint.
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