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• W2287663442 abstract "The purpose of this study is to investigate the motivation for seeking redress from the firms and the third party complaint process, especially from the Malaysian consumers’ perspective. About 840 complainers were interviewed in the shopping malls, National Consumer Complaint Centre and the Tribunal for Consumer Claims in Malaysia. The structural equation model is proposed and tested by using multiple indicators of unobserved constructs. The study reveals that the consumer’s complaint intention is predicted by the knowledge of consumer rights and consumer agencies and the importance of the product; complaint action is influenced by the knowledge of consumer rights and consumer agencies, perception on business practices and responsiveness to complaint, and complaint intention. Additionally, the current research found that complaint intention mediated the relationship between the knowledge of consumer rights and consumer agencies, the importance of product and complaint intention." @default.
• W2287663442 created "2016-06-24" @default.
• W2287663442 creator A5034391600 @default.
• W2287663442 date "2010-10-01" @default.
• W2287663442 modified "2023-09-24" @default.
• W2287663442 title "The Influence of Knowledge of Consumer Protection and Perception of Marketing Factors on Consumer Complaint Behaviour: A Study of Malaysian Consumers" @default.
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