摘要：Importance of keeping customer in hand has increased with recent changes in global market like intense competition, diverse and changing customer wishes and preferences. Under these conditions subject of gathering customer complaints which occurs in transactions is an important issue that has to be investigated. Customer complaints can be cured and managed with the least effort only by making customers transfer their problems to firms. However, the majority of customers exhibit harmful behaviors for companies like remaining silent, breaking relations with firm, exhibiting negative word of mouth communications etc. The main goal of this study is clarifying the situational factors that affect the customer's propensity to transferring complaints to firm. In this context, the situational factors that prevent the transmission of customer problems are identified and relationships of these factors with the complaining propensity are scrutinized. Accordingly, primary data were collected with a survey conducted on undergraduate students of the Faculty of Economics and Administrative Sciences of Kirikkale University. As a result, there is found meaningful relationships between complaining tendency to firm and some situational factors like expectations from complaining process, attributions about source of problem, perceived dissatisfaction and customer loyalty.
