The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study

Volkan Yakın, Hüseyin Güven, Sofia David (), Esra Güven, Nicoleta Bărbuță-Mișu, Emine Türkan Ayvaz Güven and Florina Oana Virlanuta
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Volkan Yakın: Department of Public Relations and Publicity, Communication Faculty, Manisa Celal Bayar University, Manisa 45140, Turkey
Hüseyin Güven: Karabaglar Guidance and Research Center, İzmir 35150, Turkey
Sofia David: Department of Business Administration, Faculty of Economics and Business Administration, “Dunarea de Jos” University of Galati, 800008 Galaţi, Romania
Esra Güven: Department of Office Services and Secretary, Gördes Vocational School, Manisa Celal Bayar University, Manisa 45760, Turkey
Nicoleta Bărbuță-Mișu: Department of Business Administration, Faculty of Economics and Business Administration, “Dunarea de Jos” University of Galati, 800008 Galaţi, Romania
Emine Türkan Ayvaz Güven: Department of Human Resources Management, Ahmetli Vocational School, Manisa Celal Bayar University, Manisa 45540, Turkey
Florina Oana Virlanuta: Department of Economics, Faculty of Economics and Business Administration, “Dunarea de Jos” University of Galati, 800008 Galaţi, Romania
Authors registered in the RePEc Author Service: Nicoleta Bărbuţă-Mişu

Sustainability, 2023, vol. 15, issue 6, 1-17

Abstract: Consumers tend to exhibit e-WOM behavior or retention behavior or communicate with official channels rather than the brand, which can damage the brand in cases where the channels through which customers are expected to reach the brand for their complaints are dysfunctional. This study aims to examine the relationship between cognitive dissonance and brand loyalty factors as well as their impact on consumer complaint behavior in terms of differences between Turkish and Romanian consumers. For this purpose, a simultaneous quantitative research study was conducted in these two countries, with a total of 790 participants surveyed. The findings showed that the consumers’ level of brand loyalty had a significant positive effect on the level of cognitive dissonance, which significantly impacted complaint behavior. On the other hand, it was concluded that brand loyalty did not significantly affect complaint behavior. The comparative analysis revealed that Romanian customers’ brand loyalty was higher than Turkish customers’, and the dimensions concerning cognitive dissonance and complaint behavior were higher among Turkish customers.

Keywords: cognitive dissonance theory; brand loyalty; consumer complaint behavior (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:15:y:2023:i:6:p:4718-:d:1089854

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