{"id":"https://openalex.org/W2106574099","doi":"https://doi.org/10.1111/ijcs.12002","title":"The antecedents of complaint behaviour for B razilian and F rench consumers of services","display_name":"The antecedents of complaint behaviour for B razilian and F rench consumers of services","publication_year":2012,"publication_date":"2012-11-22","ids":{"openalex":"https://openalex.org/W2106574099","doi":"https://doi.org/10.1111/ijcs.12002","mag":"2106574099"},"language":"en","primary_location":{"id":"doi:10.1111/ijcs.12002","doi":"https://doi.org/10.1111/ijcs.12002","is_oa":false,"landing_page_url":"https://doi.org/10.1111/ijcs.12002","pdf_url":null,"source":{"id":"https://openalex.org/S173807628","display_name":"International Journal of Consumer Studies","issn_l":"1470-6423","issn":["1470-6423","1470-6431"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","ki-jl-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Consumer Studies","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5031771746","display_name":"Celso Augusto de Matos","orcid":"https://orcid.org/0000-0002-2538-9089","observed_orcids":["https://orcid.org/0000-0002-2538-9089"]},"institutions":[{"id":"https://openalex.org/I61722147","display_name":"Universidade do Vale do Rio dos Sinos","ror":"https://ror.org/05ctmmy43","country_code":"BR","type":"education","lineage":["https://openalex.org/I61722147"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Celso Augusto de Matos","raw_affiliation_strings":["UNISINOS Business School University of the Sinos Valley (UNISINOS)  S\u00e3o Leopoldo, Rio Grande do Sul Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNISINOS Business School University of the Sinos Valley (UNISINOS)  S\u00e3o Leopoldo, Rio Grande do Sul Brazil","institution_ids":["https://openalex.org/I61722147"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5015693511","display_name":"Rodrigo Pinto Leis","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I61722147","display_name":"Universidade do Vale do Rio dos Sinos","ror":"https://ror.org/05ctmmy43","country_code":"BR","type":"education","lineage":["https://openalex.org/I61722147"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Rodrigo Pinto Leis","raw_affiliation_strings":["UNISINOS Business School University of the Sinos Valley (UNISINOS)  S\u00e3o Leopoldo, Rio Grande do Sul Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNISINOS Business School University of the Sinos Valley (UNISINOS)  S\u00e3o Leopoldo, Rio Grande do Sul Brazil","institution_ids":["https://openalex.org/I61722147"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5031771746"],"corresponding_institution_ids":["https://openalex.org/I61722147"],"apc_list":{"value":3400,"currency":"USD","value_usd":3400},"apc_paid":null,"fwci":3.2541,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.92222685,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"37","issue":"3","first_page":"327","last_page":"336"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/complaint-behavior","display_name":"complaint behavior","score":0.8970000147819519},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.8360000252723694},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9010000228881836},{"id":"https://openalex.org/keywords/perceived-justice","display_name":"perceived justice","score":0.8389999866485596},{"id":"https://openalex.org/keywords/distributive-justice","display_name":"distributive justice","score":0.9950000047683716},{"id":"https://openalex.org/keywords/interactional-justice","display_name":"interactional justice","score":0.9449999928474426},{"id":"https://openalex.org/keywords/repurchase-intention","display_name":"repurchase intention","score":0.9110000133514404},{"id":"https://openalex.org/keywords/complaint-intention","display_name":"complaint intention","score":0.48399999737739563},{"id":"https://openalex.org/keywords/third-party-complaint","display_name":"third-party complaint","score":0.5709999799728394},{"id":"https://openalex.org/keywords/voice-complaints","display_name":"voice complaints","score":0.6439999938011169},{"id":"https://openalex.org/keywords/private-complaints","display_name":"private complaints","score":0.9079999923706055},{"id":"https://openalex.org/keywords/power-distance","display_name":"power distance","score":0.6769999861717224},{"id":"https://openalex.org/keywords/cultural-orientation","display_name":"cultural orientation","score":0.8999999761581421},{"id":"https://openalex.org/keywords/cross-cultural-comparison","display_name":"cross-cultural comparison","score":0.6899999976158142},{"id":"https://openalex.org/keywords/brazilian-consumers","display_name":"Brazilian consumers","score":0.7990000247955322},{"id":"https://openalex.org/keywords/french-consumers","display_name":"French consumers","score":0.9419999718666077},{"id":"https://openalex.org/keywords/failure-severity","display_name":"failure severity","score":0.6470000147819519},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.7590000033378601}],"concepts":[{"id":"https://openalex.org/C93225998","wikidata":"https://www.wikidata.org/wiki/Q1941972","display_name":"Moderation","level":2,"score":0.7737400531768799},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.745719313621521},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6624971032142639},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.65201336145401},{"id":"https://openalex.org/C2778412681","wikidata":"https://www.wikidata.org/wiki/Q17142211","display_name":"Interactional justice","level":4,"score":0.609740674495697},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.5643929839134216},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.5506658554077148},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4803420305252075},{"id":"https://openalex.org/C139621336","wikidata":"https://www.wikidata.org/wiki/Q3190382","display_name":"Economic Justice","level":2,"score":0.43931156396865845},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41658639907836914},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.38835930824279785},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.26716798543930054},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.1503371298313141},{"id":"https://openalex.org/C2779359184","wikidata":"https://www.wikidata.org/wiki/Q7102023","display_name":"Organizational justice","level":3,"score":0.13191187381744385},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12372136116027832},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1111/ijcs.12002","doi":"https://doi.org/10.1111/ijcs.12002","is_oa":false,"landing_page_url":"https://doi.org/10.1111/ijcs.12002","pdf_url":null,"source":{"id":"https://openalex.org/S173807628","display_name":"International Journal of Consumer Studies","issn_l":"1470-6423","issn":["1470-6423","1470-6431"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","ki-jl-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Consumer Studies","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.5473999977111816,"display_name":"Peace, justice, and strong institutions"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":43,"referenced_works":["https://openalex.org/W1558156917","https://openalex.org/W1558283974","https://openalex.org/W1582912029","https://openalex.org/W1599936601","https://openalex.org/W1665332082","https://openalex.org/W1966247556","https://openalex.org/W1966867802","https://openalex.org/W1978311462","https://openalex.org/W1979213576","https://openalex.org/W1979907230","https://openalex.org/W2000158908","https://openalex.org/W2002398147","https://openalex.org/W2010311888","https://openalex.org/W2013948791","https://openalex.org/W2025266568","https://openalex.org/W2032486449","https://openalex.org/W2040384293","https://openalex.org/W2042668323","https://openalex.org/W2059955887","https://openalex.org/W2060855982","https://openalex.org/W2062792894","https://openalex.org/W2065517342","https://openalex.org/W2066282825","https://openalex.org/W2077439690","https://openalex.org/W2077617176","https://openalex.org/W2078646088","https://openalex.org/W2081016106","https://openalex.org/W2102680812","https://openalex.org/W2118338381","https://openalex.org/W2140918013","https://openalex.org/W2143440504","https://openalex.org/W2153088094","https://openalex.org/W2160945852","https://openalex.org/W2161353994","https://openalex.org/W2171257895","https://openalex.org/W2313319791","https://openalex.org/W2316552461","https://openalex.org/W2316966198","https://openalex.org/W2789658653","https://openalex.org/W2798323459","https://openalex.org/W4234447552","https://openalex.org/W4235678817","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W1874563062","https://openalex.org/W2038044777","https://openalex.org/W7119453548","https://openalex.org/W7042865397","https://openalex.org/W2065517342","https://openalex.org/W2973422854","https://openalex.org/W6996240750","https://openalex.org/W2055473481","https://openalex.org/W4282915301","https://openalex.org/W2267646011"],"abstract_inverted_index":{"Abstract":[0],"Using":[1],"a":[2,11,55,78,127],"cross\u2010cultural":[3],"approach,":[4],"this":[5],"study":[6],"investigates":[7],"customer":[8,43,98],"satisfaction":[9,30,76,85],"after":[10],"service":[12],"failure":[13,104],"and":[14,34,46,62,70,89,92,105],"recovery":[15],"experience,":[16],"considering":[17],"(i)":[18,68],"the":[19,27,38,42,48,64,94,97,100,103,106,109,116],"influence":[20],"of":[21,29,41,50,57,81,96,102,108],"perceived":[22],"justice":[23,72],"on":[24,31,54],"satisfaction;":[25,74],"(ii)":[26,75],"impact":[28],"consumer":[32],"repurchasing":[33],"complaint":[35],"intentions;":[36,83],"(iii)":[37,84],"moderating":[39],"role":[40],"cultural":[44,124],"orientation;":[45],"(iv)":[47,93],"relevance":[49],"contextual":[51,113],"variables.":[52,114],"Based":[53],"survey":[56],"298":[58],"consumers":[59],"from":[60],"Brazil":[61],"France,":[63],"results":[65],"indicated":[66],"that":[67,120],"distributive":[69],"interactional":[71],"influenced":[73,86],"was":[77,126],"significant":[79,112,128],"predictor":[80],"repurchase":[82],"third\u2010party,":[87],"private":[88],"voice":[90],"responses;":[91],"level":[95],"relationship,":[99],"severity":[101],"responsiveness":[107],"firm":[110],"were":[111],"Moreover,":[115],"individual\u2010level":[117],"analysis":[118],"suggested":[119],"only":[121],"power":[122],"distance":[123],"orientation":[125],"moderator.":[129]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":5},{"year":2014,"cited_by_count":5}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
