Consumer complaint handling in an advanced developing economy: An empirical investigation

Erdener Kaynak, Orsay Kucukemiroglu, Yavuz Odabasi

Research output: Contribution to journalArticlepeer-review

18 Scopus citations


The purpose of this article is to examine consumer protection, complaint, and statisfaction/dissatisfaction behaviors in developing countries with special reference to an advanced developing country - Turkey. The study was designed to describe consumer complaint handling issues in urban Turkey. It tries to explain consumer behavior differences along five consumer product categories as to the frequency and manner of consumer complaining behavior and suggests insights into the effectiveness of consumer complaint handling policies in Turkey. It is maintained that the study results are also applicable to other developing countries which are at a similar level of socio-economic and technological development.

Original languageEnglish (US)
Pages (from-to)813-829
Number of pages17
JournalJournal of Business Ethics
Issue number11
StatePublished - Nov 1 1992

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • General Business, Management and Accounting
  • Arts and Humanities (miscellaneous)
  • Economics and Econometrics
  • Law


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