Search results for "noncomplaining behavior"

Why not complain? A paradoxical problem for mobile service and application providers

2014

Complaints from dissatisfied users of information systems (IS) help service and product providers decrease user churn and switching, prevent negative word-of-mouth, and improve their services and products. However, many dissatisfied individuals do not complain at all; rather, they remain silent, switch, or quit usage. The dilemma is particularly relevant in the context of mobile services and applications, in which only a fraction of users has been found to complain after negative experiences, even extreme ones. Although researchers have studied the reasons for complaining, only a few have investigated the reasons why individuals do not complain. To our best knowledge, there are no studies e…