A Pilot Study about the Effect of Mood on Consumer Complaining Behavior

Abstract

The purpose of this study is to examine the effect of mood on consumer complaining behavior (CCB) and do the pilot testing of the proposed conceptual framework. The conceptual framework includes perceived brand value, perceived risk, mood, and consumer interaction style constructs, which are, aggressiveness and assertiveness. The data collected by questionnaires as a part of 2x2 between-subjects factorial experimental design, have shown that perceived risk, aggressiveness, and resisting requests for compliance have positive effect on CCB. Consumers who are in a negative mood and perceive high brand value are slightly more likely to complain, but not significant in explaining CCB. Despite the limitations of small sample size (n=118) and a use of categorical treatment of CCB scale, this pilot study reveals that online mood induction with photographs is an acceptable manipulation method; the conceptual model is valid to be re-tested in future studies.