Complaining about the Alliance: Extending Kowalski's Theory of Complaining through a Hermeneutical Analysis of Online Complaining Data

Authors

  • Newell D. Wright  James Madison University
  • Val Larsen Truman State University

Abstract

In this article, a complaining model recently proposed by Kowalski (1996) is reviewed, applied to a data set, and expanded to incorporate grudgeholding and retaliation. The data used in the discussion were taken from Cougar-Net, an online discussion group devoted to BYU sports. Comments in the data focus on a perceived snub of the BYU football team in the selection of bowl game participants following the 1996 college football season. 

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Published

— Updated on 2022-03-04

Versions

Issue

Vol. 10 (1997): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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