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In fact, the intention can change over time based on the individual’s provisional nature. Human behaviour can be considered under volitional control since the individual is prepared to exert maximum effort. Thus, intention can affect human actions, and the relation between intention and action can be seen as the goals and plans that guide behaviour (Ajzen, 1985). Singh (1988) proposes a two-stage strategy explaining that consumers usually engage in multiple complaintbehaviour. The first step is consumer complaint intentions. He reports the unique dimensions that support consumer complaint behaviour responses due to the relative intensity of the different consumer complaint behaviour options (i.e. intentions). It should not simply be based on the behaviour that they did/did not engage in. In the second step, consumer complaint behaviour is explained as consumers taking action for their dissatisfaction for an independent situation.
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