Valittamatta jättäminen mobiilisovelluskontekstissa

Abstract

The subject of this thesis is non-complaining behavior in mobile application context. The main focus is on the reasons which make consumers not to complain when they face unsatisfying experiences with mobile applications. The study deepens the knowledge of the phenomenon through literacy review and theme interviews. In mobile application context the main reasons for uncomplaining were common negative attitudes towards mobile application business and the ease of acquiring substitutes. It also became known, according to the results, that the most efficient ways for businesses to get more complaints are through communicating the will of taking the complaints seriously and through giving promises of response for customers.