1. Consumer Complaining Behavior: a Paradigmatic Review
- Author
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Swapan Deep Arora and Anirban Chakraborty
- Subjects
Organizational Behavior and Human Resource Management ,Strategy and Management ,media_common.quotation_subject ,05 social sciences ,06 humanities and the arts ,0603 philosophy, ethics and religion ,Service recovery ,Determinism ,Epistemology ,History and Philosophy of Science ,Dominance (economics) ,Management of Technology and Innovation ,Service (economics) ,0502 economics and business ,International political economy ,Normative ,060301 applied ethics ,Sociology ,Business and International Management ,Positivism ,050203 business & management ,Nomothetic ,media_common - Abstract
Consumer complaining behavior (CCB) is an important stream of research and practice, as it links the domains of service failure and service recovery. CCB research, although extensive and temporally wide, exhibits a lack of concern for the underlying assumptions of scholarly inquiry. Researchers neither explicitly mention, nor consciously indicate their ontological, epistemological, and methodological assumptions. We systematically identify the extant CCB literature and map it to two well-accepted paradigmatic classifications (Burrell and Morgan 1979; Deetz Organization Science 7(2): 191–207, 1996). Normative or functionalist paradigm with the assumptions of an objective external reality, a positivist epistemology, a determinist view of human nature, and nomothetic methodology emerges as the dominant CCB research paradigm. The implications of this dominance are discussed as a barometer of the future of CCB research and practice.
- Published
- 2020
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