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Azmi, Elmy Fairuz; Ahmad, Jamilah
International Journal of Physical and Social Sciences, 9/2015, Volume: 5, Issue: 9Journal Article
This study was driven by the interest in marketing. It aimed to explore and better understand the responds styles of complainers, the factors affecting non-complainers to avoid complaining, and the personality traits of complainers and non-complainers. Many studies have been conducted in this area to understand the behaviour of complainers and non-complainers. However, most of these studies were carried out in the Western countries, and only few were conducted in Malaysia. This study aimed to understand why complainers lodge complaint and non-complainers did not voice any complaint to TM.
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