Supremacy of EU Law Essay Example | Topics and Well Written Essays - 2500 words

Supremacy of EU Law - Essay Example The reliability of EC law is made certain by its supremacy over national law and this is the fundamental value of EC law when developed by means of the European Court of Justice. The courts started to accept the idea of supremacy and began to make a decision such cases as Costa v ENEL in a very Community optimistic way. Consequently for EC law to succeed over national law, member nations would have to change their lawful systems to stick on to the principle of supremacy. The participants to the Treaty of Rome shaped a supra-national legal structure involving themselves, with its individual enforcement systems (the Commission and ECJ). For the reason that all the Member States are identical under the Treaty, they ought to have the identical rights and responsibilities. This is attained by making sure that, in the regions where the affiliate States have decided to act as a Community, they restrict their individual national authority to take action (123HelpMe.com. 2010) The European Court of Justice (ECJ) is the legal wing of the European Union. Its major job is to interpret EU legislation and make certain that EU legislation is evenly observed by all the Member States (Skiadas, 2005). Its legitimate base is found in the Treaty creating the European Community (AKA Treaty of Rome). To alleviate the trouble of the ECJ’s vast case load, a 1988 Council resolution formed the Court of First Instance (CFI). The CFI can submit cases to the ECJ when their outcomes have the capability to seriously influence the nature of Community law. Every EU Member State appoints one judge to the ECJ and they are assisted by advocates general who present opinions to the Court.

Individual Report Essay Example | Topics and Well Written Essays - 1750 words

Individual Report - Essay Example Based on this concept, I examine my everyday practices to gain self-awareness and to critically assess my response to various situations. Although learning through experience plays an important role in the development of the professionals, often experience alone is not sufficient for learning. One needs to reflect or revisit the experience so that it is not forgotten. Reflection is an operation of mind which gives rise to new ideas and thoughts (Scharp, 2008). This operation helps understand and handle different situations and once you reflect on an idea you gain an entirely new view on how it appeared to you in the first instance. Therefore in my opinion, reflection helps understand a situation better while forming a link between theory and practice. Brigden and Purcell (2014) stated that unless a link is established between theory and practice, reading based on evidence is of little use. Hence it can be said that reflection has helped me develop the most effective delivery in terms of student learning which is also both manageable and practicable. This report shares my personal experiences and reflections on my action learning exercise. We were assigned an action learning task in which we have to work as a group. As a group we worked as an action learning set where we have to work in coordination with each other to accomplish the task of preparing the presentation. I am reflecting on that experience to learn from its outcomes as Surgenor (2011) emphasised that when you become aware of your shortcomings and reflect upon them you take appropriate steps to correct them. Through observation and analysis, one becomes able to figure out the problems and rectify them. This report is a reflective essay to help me learn from my experience of the group work. I used the Kolbs Model as a guide while assessing my experiences in this action learning exercise. Kolb’s learning

Capstone Course Essay Example | Topics and Well Written Essays - 1000 words

Capstone Course - Essay Example Looking back, much of my time as a student was spent deciphering theories and philosophies with little or no effort in comprehending the practicality and application of these concepts, perspectives, and beliefs. Like many others, I too questioned the relevance of my learning with what I aimed to do in my professional life. Thus, the senior capstone course has acted as a bridge between theory and application, which is an outcome that I value the most. While an integration of subject-specific and cross-disciplinary knowledge and the assimilation of theory and application are the outcomes of my course experience that I greatly value. The learning outcome that I believe will be most helpful in my professional career is that of an enhanced level of self-efficacy, which is one of the characteristics internalized in a student during capstone courses (Dunlap 65). The systematic design of the course included class participation, interdisciplinary project, e-portfolio, research presentation an d a course reflective essay. The effort undertaken for the completion of these tasks allowed me to assume a larger share of the responsibility for my education and also played an integral role in acting as a means of socialization with my classmates and course instructor (Collier 285-299). The fact that the capstone project was planned as an independent endeavor meant that each student had to embark upon the task of using his/her individual learning, distinct perspectives on a range of topics and issues and cross-disciplinary knowledge to produce an independent study. My course project on insurance fraud was reflective of a range of understandings and comprehensions on the subject matter. The most critical factor which shaped the course of my independent study on insurance fraud was being on the ground. I also noted in my reflective essay on insurance fraud, how my interactions with the victims of this menace helped in the establishment of a relationship of trust.

Should cigarette smoking be banned Essay Example | Topics and Well Written Essays - 750 words - 2

Should cigarette smoking be banned - Essay Example Even though cigarette smokers may derive satisfaction from the act, they expose themselves to a number of substances that are harmful to their health and they expose non-smokers to these substances. While it would be moral to justify their utility if the adverse effects were limited to their bodies, cigarette smoking causes harm to non-smokers and this calls for its restricted use, that can be better achieved through a legal ban. This is because regulating smoking in public places alone is not sufficient to protect non-smokers from components of tobacco that they can encounter from smokers’ breath. Substances that cigarettes contain are also harmful to smokers and the adverse effects cannot be compared to the temporary feeling that a person attain after smoking. The net effects of such components are adverse to justify a legal ban on cigarette smoking. One of the components of cigarette is tar that has long term staining effects on fingers, teeth, and respiratory tissues. It a lso sticks on respiratory linings to hinder exchange of gases, a factor that has adverse effects on other body processes. Cigarette smoke also contains carbon monoxide, a gas that is odorless and yet toxic. As a result, the gas can accumulate in an environment and threaten people’s life without being noticed and this is one of the ways in which cigarette smoking causes deaths. Cigarette also contains hydrogen cyanide, free radicals, and radioactive components that are harmful to the respiratory system and other body systems (Better Health Channel, 2013). Data from the Centers for Disease Control and Prevention also supports the need for illegalization of cigarette smoking. According to the federal agency, smoking is responsible for 20 percent of reported deaths in the United States. The data further explains that cigarette smoking causes more deaths than the combined effects of â€Å"Human

Health Care In United States Research Paper Example | Topics and Well Written Essays - 500 words

Health Care In United States - Research Paper Example (Holohan, 2010) Thanks to the PPACA 32 million more of the most economically vulnerable Americans will have access to health insurance. (Health Reform Act, 2011) The PPACA is landmark legislation many thought would never occur and was a hard fought success for President Obama and what was at the time a Democratic dominated congress. It addressed many significant health issues and will facilitate millions of citizens while saving the nation billions of dollars. However, the PPACA is not universal health care or even close to it. Going further than the PPACA by ratifying universal health care would radically reduce the burden lower and middle income family’s face due to healthcare costs while also reducing the division of health care services along family economic lines. Most Americans share the same opinion as the majority of the industrialized world. Society has a shared moral responsibility, to offer everyone health care without concern for the amount of money they have. When asked â€Å"do you think the federal government should guarantee health care for all Americans?† Americans support health care that is guaranteed by the federal government by a pretty wide margin of 62-38 percent.

Discuss the Different Components of Michael Porters Essay Example for Free

Discuss the Different Components of Michael Porters Essay National prosperity is created not inherited. It does not grow out of a country’s natural endowments, its labor pool, its inters rates or its currency’s value. A nations competitiveness depends on the capacity of its industry to innovate and upgrade. They benefit from having strong domestic rivals, aggressive home based suppliers and demanding local customers. Innovation is what drives and sustains competitiveness. A firm must avail itself to all dimension of competition, which he categorized into four major components of the â€Å"diamond of national advantage† 1. Factor Conditions: The appropriateness of the nations factors of production to compete successfully in a specific industry. Porters notes that although these factor conditions are very important in the determination of trade, they are not the only source of competitiveness as suggested by the classical, or factor portions, theories trade. Most importantly for Porter, it is the ability of a nation to continually create, upgrade, and deploy its factors ( such as skilled labors) that is important, not the initial endowment. 2. Demand conditions: The degree of health and competition the firm must face in its original home market. Firms that can survive and flourish in highly competitive and demanding local markets are much more likely to gain the competitive edge. Porter notes that if the character of the market, not its size, that is paramount in promoting the continual competitiveness of the firm. And Porter translates Characters as demanding costumers. 3. Related and supporting industries: The competitiveness of all related industries and suppliers to the firm. A firm that is operating within a mass of related firms and industries gains and maintains advantages through close working relationship, proximity to suppliers, and timeliness of product and information flows. The constant and close interaction is successful if it occurs not only in terms of physical proximity but also through the willingness of firms to work at it. 4. Firms strategy, structure and rivalry: The conditions of the home- nation that either hinder or aid in the firms creation and sustaining of international strategy is universally appropriate. It depends on the fit and flexibility of what works for that country at that time. These four points constiture what nations and firms must strive to â€Å"create and sustain through a highly localized process† to ensure their success.

Influencing factors of consumer complaint behaviour in Malaysia

Influencing factors of consumer complaint behaviour in Malaysia INTRODUCTION If consumers experience dissatisfaction with products or services and are unable to obtain satisfaction from sellers or manufacturers, they may turn for help to a variety of consumer complaint agencies. Therefore, a third party can be the next step for consumers to improve their satisfaction if they still dissatisfied with the companys response. Few consumers actually complain directly to the manufacturer or service provider, so businesses may be unaware of consumer complaint actions (Day, Grabicke, Schaetzel, and Stauchbach, 1981; Stephens and Gwinner 1998). Franklin (1992) believes that consumer complaints is correlated with demands for more government regulation and intervention in the market place. From a managerial perspective, complaints represent potentially valuable information in guiding marketing strategy. Further, from a public policy perspective, complaints may aid the development and targeting of consumer protection and market regulatory programmes (Fornell and Westbrook , 1979). Hence, complaints can provide an alert to the distribution channel of the government regulation that needs correction in the business, and gives the company an opportunity to convince the customer to continue patronising their stores and buying their products. Thus, in the market place, effective complaint management must be a priority for every business, as the complaining behaviour provides companies with a chance to remedy the dissatisfaction and, ultimately, to retain loyal customers (Franklin, 1992; Davidow and Dacin, 1997). Balasubramaniam (1984) suggests that consumer protection may comprise polices and actions involving government intervention to ensure that all consumers obtain what they really want. The increasing demand for consumer protection is a modern phenomenon, and efforts are being made by governments to obtain greater enforcement from laws, however, these laws are not considered as particularly helpful to consumers for matters pertaining to trade descriptions (Financial services, housing, food, etc), door-to-door sales, distance selling, and safety of particular product; consumers should be provided more protection by statutes (Rachagan, 1998). Thus, several Asian countries, including Malaysia, Singapore, Brunei, Pakistan, Bangladesh, Indonesia and Papua-New Guinea, have enacted statutes specifically titled as Consumer Protection Acts/Codes for consumers to solve specific problems. Most research on consumer complaint behaviour is conducted in the U.S. (e.g. Bearden and Mason, 1984; Day, 198 4; Davidow and Dacin, 1997), Canada (e.g. Barnes and Kelloway, 1980; Lau and Ng, 2001), and European countries such as Norway (e.g. Gronhaug and Arndt, 1980), the Netherlands (Morel, Poiesz and Wilke, 1997) and the U.K. (Crosier and Erdogan, 2001). Based on the different cultural settings, complaint issues in Asian countries are insufficient (e.g. Phau and Sari, 2004; Keng, Richmond and Han, 1995; Lau and Ng, 2001). Thus, to understand complaint behaviour and consumer orientation in the marketing system of Asian consumers is extremely important for their survival. Based on previous studies, this report provides a basic framework for seeking redress to show the main determinant factors that influence the ultimate decision to complain to the firms, third party agencies and take court action through the intention variable. The purpose of this study is to investigate the motivation for seeking redress from the firms and the third party complaint process, especially from the Malaysian consumers perspective. LITERATURE REVIEW In fact, the intention can change over time based on the individuals 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 complaint behaviour. 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. Kim, Kim, Im and Shin (2003) also argue that consumer complaint intention is an outcome of the consumers attitude perspectives, rather than complaint behaviour, as they noted that intention is much better predicted and explained by attitude than behaviour. Thus, complaint intention plays the mediating role to explain the consumers attitude and complaint action in this study. According to the previous studies, the current study attempts to investigate how the variables, such as the knowledge of consumer rights and consumer agencies, perception of business practices and responsiveness to complaints and the importance of the product, influence the complaint intention and complaint action. Knowledge of Consumer Rights and Consumer Agencies Referring to social behaviour, Ajzen (1985) suggests that information that is recognized by the individuals will ultimately influence their further behaviour; Ormrod (1999) proposes that reinforcement responses only increase while the learner is aware of the connection. Singh and Wilkes (1996) suggest that an individuals learning about mechanisms and options of complaining affect consumer complaint behaviour, such as knowledge of unfair practices, consumer rights, and complaint channels. Agbonifoh and Edoreh (1986) argue that market imperfections are one of the market factors that make consumers feel helpless when they face discontent. Hence, consumer protection is one of the reactions to change the consumers helplessness. Guiding the consumers to enjoy their rights and the awareness of the existence of regulations and provisions becomes important when they encounter frustration or depression about the dissatisfied products or services (Agbonfoh and Edoreh, 1986). Thus, awareness of consumers rights and consumer protection agencies is important for consumers making the decision to redress their dissatisfaction to firms or third party. Moyer (1985) found that complainers with relatively good information concerning their consumer rights and who are more aware of possible help from third parties are more active in seeking information and more likely to express their dissatisfaction to sellers. Day (1984) suggests that consumers knowledge about where to complain affects the consumers complaint behaviour. Based on Haefner and Leckenby (1975), and Tipper (1997), in the current study, knowledge of consumer rights and consumer agencies is defined as the individual awareness and understanding of consumer rights and consumer protection agencies in Malaysia. An individuals knowledge or information is the basis for influence on human behaviour (Ajzen, 1985). Day and Landon (1976) suggest that consumers who are less knowledgeable will rarely seek redress for their discontent with products or services. Moyer (1985) found that complainers who seek more information and have more interest in the consumer protection laws are more active in expressing their dissatisfaction to sellers. Tipper (1997) found that knowledge of consumer rights has a significant positive influence on third party redress. It can be viewed that American consumers with more knowledge about consumer rights are more inclined to utilize federal agencies and legal action as their third party redress options than other consumers. Ajzen (1985, 1991) suggests that intention can be used as a mediating variable between the information variable and specific action. Referring to the limited previous literature, the hypotheses on knowledge of consumer rights and consumer agencies wit h complaint behaviour can be stated as follows: Hypothesis 1a: Consumers with more knowledge of consumer rights and consumer agencies are more likely to have high complaint intention. Hypothesis 1b: Consumers with more knowledge of consumer rights and consumer agencies are more likely to take complaint action. Hypothesis 1c: Complaint intention will mediate the relationship between knowledge of consumer rights and consumer agencies and complaint action. Perception of Business Practices and Responsiveness to Complaint Keng, Richmond and Han (1995) determine that market factors should influence consumer complaint behaviour, such as a businesss reputation for quality and service, and the responsiveness of the business to complaints. Moyer (1985) found that complainers hold negative expectations concerning an organizations responsiveness to their complaints, they feel that third party actions are on behalf of the consumer. Granbois, Summers and Frazier (1977) delineate that consumers perception about a firms willingness to provide redress has the most significant correlation with complaint behaviour. Jacoby and Jaccard (1981) discuss that marketing channel factors affect consumer complaint behaviour. Richins (1982) points out that the efficacy of complaining and the retailers willingness to solve complaints can be a major factor in consumers complaint behaviour. If the customer responsiveness or firm-related failure from firms or business causes the individual dissatisfaction, consumers are more like ly to tell others about their unhappiness since they tend to perceive the firm to be at fault, and consumers may feel angry and desire to hurt the firms business (Lau and Ng, 2001). Crie (2003) suggests that buyers and sellers interaction frequency plays a part in the preference for verbal complaint action. Based on the previous literature review, the reputation of the business practice and the retailers willingness to address complaints causes consumers dissatisfaction and may influence the consumers complaint behaviour (Richins, 1982; Keng, et al., 1995; Phau and Sari, 2004; Lau and Ng, 2001; Crie, 2003; Liu and McClure, 2001; Weiser, 1995). In the current study, perception of business practices and responsiveness to complaints can be defined as the consumers perception about firms practices and firms responsiveness to their complaint (Keng, et al., 1995). To examine the complaint intention, Richins (1982) found that if consumers perceive that a business is willing to remedy the complaint they are more likely to make a complaint, they feel that complaining is worth the effort. Regarding predicting complaint action from business practices and responsiveness to complaints, Richins (1982) found that if complainers believe that business responsiveness is low, they are more likely to take complaint action. Phau and Sari (2004) found that Indonesian complainers have a negative perception concerning business practice and responsiveness to complaint. Referring to third party complaint actions, Tipper (1997) found that American consumers with a negative feeling about business practice and responsiveness to complaint are more likely to address their complaint to the Better Business Bureau, Consumer Agency, State Attorney Generals Office, Federal Agency and take legal action. Ajzen (1985, 1991) suggests that intention can be used as a mediating v ariable between the attitudinal (perceivable) variable and specific action. Thus, the hypothesis in this study proposes that: Hypothesis 2a: Consumers with a positive perception of business practice and responsiveness to complaint will be more likely to have high complaint intention. Hypothesis 2b: Consumers with a negative perception of business practice and responsiveness to complaint will be more likely to take complaint action. Hypothesis 2c: Complaint intention will mediate the relationship between the perception of business practice and responsiveness to complaint and complaint action. Importance of Product Generally, consumers tend to perceive that high quality products or services have a high price and if the quality of the product or service is below their expectation they will be discontent. Day (1977) suggests that the higher the price of the products or services, the higher the expectation will be performed, and luxury products can influence the consumers status. Keng, et al. (1995) define the consumers perception of the importance of the product as the price of the product, how socially visible the product is, and the durability and frequency of using the product, all of which may influence complaint behaviour. Therefore, the importance of the product can affect consumer complaint behaviour (Keng, et al., 1995; Phau and Sari, 2004). In the present study, the importance of the product can be defined as the price of product, used frequently, socially visible and used for a long period. Day (1977) found that if the actual performance of the product or service dilutes the consumers status, they will be more likely to make a complaint. Jacoby and Jaccard (1981) argue that consumers with higher information regarding their dissatisfaction are more likely to take complaint action. Phau and Sari (2004) found that products that reflect the consumers status, or are used frequently, or over a long period of time, and expensive unsatisfactory products, affect the consumers complaint action for Indonesian consumers. Keng, et al. (1995) found that if the price of the product is high, the more socially visible the product, or the quality of the product is defective, consumers are more likely to take complaint action. Ajzen (1985, 1991) suggests that intention can be used as a mediating variable between the attitudinal (perceivable) variable and specific action. Thus, the hypothesis is stated as the following in the current study: Hypothesis 3a: Consumers with a perception that the unsatisfactory product is expensive, is used frequently, seen by others and is used for a long period of time, are more likely to have high complaint intention. Hypothesis 3b: Consumers with a perception that the product is expensive, is used frequently, seen by others and is used for a long period of time, are more likely to take complaint action. Hypothesis 3c: Complaint intention will mediate the relationship between the importance of the product and complaint action. Complaint Intention and Complaint Action In both the TRA (Fishbein and Ajzen, 1975) and TPB (Ajzen, 1991) models, the intention construct is considered as the mediation role between the beliefs and the behaviour. Godin and Kok (1996) define the intention as the expressed motivation to perform some behaviour or achieve some goal (p. 94). Ajzen (1991) suggests that intention can be referred to the amount of effort a person exerts to engage in actual behaviour. Ajzen and Driver (1992) argue that intention can be assumed to capture the motivational factors that influence behaviour, it is indications of how hard people are willing to try, of how much of an effort they are planning to exert, in order to perform the behaviour (p. 208). Hence, the more an individual intends to carry out, the more likely he or she will do. Ajzen (2001) suggests that intention plays an important role in guiding human action and it can perform a goal-directed behaviour in a specific context (p. 47). Ajzen and Driver, (1992) suggest strong intentions of individuals to engage in behaviour or to achieve their behavioural goals. Hurbes and Ajzen (2001) found that intention contributes significantly and gives a positive prediction of hunting behaviour. Singh (1988) found that consumers with private and third party complaint intention are actually more engaged in private and third party actions. Richins (1982) also suggests that a propensity to complain is significantly related with actual behaviour. Therefore, the stronger intentions from consumers to engage in complaint actions, the more successful they are predicted. The proposition between complaint intention and complaint actions shows as following: Hypothesis 4: Consumers with a higher intention of seeking redress for complaining are more likely to take action on their complaints. In accordance with previous studies, this study prefers to treat each factor as separate concepts that can influence the consumers intention and actions in the research framework (see Figure 1). H3b H2b H1b H3a H2a H1a H4 H1c / H2c / H3c Importance Of Product Complaint Intention Complaint Action Perception on Business Practices and Responsiveness to complaint Knowledge of Consumer Rights and Consumer AgenciesFigure 1: The Research Framework METHODS OF THE STUDY The data in this research was collected by a survey involving self-administered questionnaires. The population and sample were Malaysian citizens residing in Kuala Lumpur, Peninsular Malaysia. To provide an adequate level of confidence, this present research used 700 as the target sample size. In order to capture this targeted sample size of respondents, 1,200 respondents in three shopping malls, the Tribunal for Consumer Claims in Kuala Lumpur and the National Consumer Complaints Centre were intercepted and requested to participate in the study from February 2007 to the end of April 2007. Finally, a total of 834 survey questionnaires were found to be usable in this study. The constructs used in the questionnaire were derived from previous research based on the literature review. The questionnaires were produced in three languages English, Chinese and Malay. The final research questionnaire consisted of four parts. The first part included 7 statements to measure the knowledge of consumer rights and consumer agencies variables, which were adapted from Haefner and Leckenby (1975), and Tipper (1997). A 7 point Likert-scale from 1 = very poor to 7 = excellent were used in this section. The next section concerned 10 statements on the respondents perception of business practice and responsiveness to the complaint variable, which were adopted from Kim, et al. (2003) and 4 statements on the importance of product variable, which were adopted from Phau and Sari (2004). Seven point Likert-scales from 1 = strongly disagree to 7 = strongly agree were used in the second part. Another 10 statements of the complaint actions that consumers intended to take were adopte d from Singh (1988). Seven point Likert-scales from 1 = very unlikely to 7 = very likely were used to measure the complaint intention variable in part three. The last part included 5 statements which measured the complaint actions that consumers had taken (Yes/No) by using the Guttman scale, this variable was adopted from Singh (1988). FINDINGS OF THE STUDY As discussed in the study of Garver and Mentzer (1999), the Structural Equation Model (SEM) is a powerful technique that combines the measurement model (confirmatory factor analysis) and the structural model (path analysis) into a simultaneous statistical test and provides a measurement theory and a structural theory (Hair, et al., 2006). In this report, the SEM was used as the main statistical analysis tool to purify the measurement items and AMOS 5.0 was used for testing the hypothesis relationship. Confirmatory Factor Analysis (CFA) According to Anderson and Gerbing (1988), and Hair, et al. (2006), the first assessment should be any structural model that exists with an acceptable goodness-of-fit. Thus, it could begin by fitting a CFA model that includes covariance between all pairs of latent factors. In this paper, the overall fit for the base measurement model were poor GFI=0.886, AGFI=0.861, TLI=0.873, CFI=0.884, RMSEA=0.057 and CMIN/DF=2.693. In order to improve the model fit indices, items PBR4, PBR7, KNLEG2, KNLEG3, and KNLEG4 were deleted from the base model due to the lower factor loading and high modification indices. After deletion, the overall fit for final the measurement model in the calibration sample was excellent, with GFI=0.928, AGFI=0.913, TLI=0.917, CFI=0.927, RMSEA=0.045 and CMIN/DF=2.693. Testing the Hypotheses Once an acceptable measurement model is available, the structural model evaluation should be able to start. The results of the structural model show that the model achieved a good level of fit, à Ã¢â‚¬ ¡2 = 902.067, à Ã¢â‚¬ ¡ 2 / df = 2.693, GFI = 0.928, AGFI = 0.913, TLI = 0.917, CFI = 0.927, RMSEA = 0.045. The result also reported that 13.6 per cent of the variance associated with complaint intention was accounted for by its three predictors: knowledge of consumer rights and consumer agencies, perception on business practices and responsiveness to complaint and importance of product. Accordingly, it was determined that 35.3 percent of the variation in complaint action was accounted for by its four predictors including complaint intention. Testing the Hypotheses on the Complaint Intention Examining the relationship between the independent variables and the complaint intention, Hypothesis 1a, (see Table 1) regarding the knowledge of consumer rights and consumer agencies on the complaint intention, was supported (P = 0.000, ÃŽÂ ² = 0.295). It explained that if consumers with more knowledge of consumer rights and consumer agencies, they would be more likely to make complaints. This result approved the suggestion from Day and Landon (1976). The result did not support Hypothesis 2a (see Table 1) about the perception on business practices and responsiveness to complaint (p = 0.370, ÃŽÂ ² = 0.039). This means that consumers perception on business practices and responsiveness to complaints has no significant relationship with the complaint intention. This result was consistent with the study of Halstead and Droge (1991). Referring to Hypothesis 3a (see Table 1), the results show that the importance of product significantly influences the complaint intention (p = 0.000; ÃŽÂ ² = 0.219). This result indicates that if consumers perceive that the product is expensive, is used frequently, is seen by others and is used for a long period of time, they are more likely to intend to make a complaint. This result is proved in the study of Day (1977). Table 1: Hypotheses Test on Complaint Intention ÃŽÂ ² S.E C.R. P Support H1a CI KNLEG 0.295 0.018 5.715 0.000* Yes H2a CI PBR 0.039 0.071 0.897 0.370 No H3a CI IP 0.219 0.032 3.429 0.000* Yes *: p Testing the Hypotheses on the Complaint Action To test the hypotheses on the complaint action, Hypothesis 1b (see Table 2), regarding the knowledge of consumer rights and consumer agencies on the complaint actions, was supported (p = 0.000, ÃŽÂ ² = 125). It could be explained that consumers with more knowledge of consumer rights and consumer agencies are more likely to take complaint action. Referring to hypothesis 2b (see Table 2), the perception on business practices and responsiveness to complaint showed a negative marginally influence on the complaint action due to p = 0.000, ÃŽÂ ² = -0.063. This result is consistent with the findings from Richins (1982) and Tipper (1997). It could be explained that Malaysian consumers with a negative feeling about business practice and responsiveness to complaint are more likely to take complaint action against the firms or the third party. Testing hypothesis 3b (see Table 2), the importance of product showed a negative significant relationship with complaint action to the firms or the third parties (p = 0.000, ÃŽÂ ² = -0.211). This result does not support the hypothesis due to the negative relationship between the importance of product and the complaint action. Regarding the relationship between complaint intention and complaint action, the results (see Table 2) support hypothesis 4 (p = 0.000; ÃŽÂ ² = 0.552). This means that once the complainers have a strong intention to seek redress, they will definitely take action to get further satisfaction on their dissatisfied products or services from the third parties or the businesses. These results confirm the suggestion of Ajzen (1985, 1991) and Singh (1988). Table 2: Hypothesis Test on Complaint Action ÃŽÂ ² S.E. C.R. P Support H1b CA KNLEG 0.125 0.008 2.980 0.003* Yes H2b CA PBR -0.063 0.029 -1.829 0.067m Yes H3b CA IP -0.211 0.012 -4.575 0.000* No H4 CA CI 0.552 0.041 6.883 0.000* Yes *: p m: marginally significant Testing Hypotheses on Mediating Effect A mediating effect is created when a third variable/construct intervenes between two other related constructs that explain how or why each predictor variable influences the criterion. Testing the mediation effects, Hair et al. (2006) suggest that if the indirect effect of the variable is higher than 0.08, it indicates a mediating effect. If the p-value of the independent variable and mediating variable, mediating variable and dependent variable, independent variable and dependent variable, are significant, partial mediation will be proved; if the p-values of the independent variable and mediating variable, mediating variable and dependent variable, are significant, full mediation will be proved. Table 3 shows the hypotheses on the mediation effect in this study. Regarding Hypothesis 1c, the finding in Table 3 shows that the indirect effect of the knowledge of consumer rights and complaint agencies on the complaint actions was 0.163, which was higher than 0.08, and the p-value for knowledge of consumer rights and consumer agencies and complaint intention, complaint intention and complaint action, knowledge of consumer rights and consumer agencies and complaint action were all significant. Thus, complaint intention fully mediated the relationship between the knowledge of consumer rights and consumer agencies and the complaint action. Following the same procedure, the indirect effect of the perception on business practices and responsiveness to complaint showed 0.022 ( Table 3: Direct and Indirect Effect on the Mediation Variable Direct Effect Indirect Effect Total Effect Hypothesis Supported Type of Mediation H1c: KNLEGà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA 0.125 0.163 0.288 Yes Partial Mediation H2c: PBRà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA -0.063 0.022 -0.041 No H3c: IPà ¢Ã¢â‚¬  Ã¢â‚¬â„¢CA -0.211 0.121 -0.090 Yes Full Mediation DISCUSSION AND IMPLICATIONS Most previous studies in the consumer complaint behaviour have focused on the two-group typology, which consists of complainers and non-complainers (Kim, Kim, Im and Shin, 2003, Keng, et al., 1995; Phau and Sari, 2004). This study offers a broader classification, which is consumers making complaints to the firms and third parties. The framework in the present paper has provided valuable information concerning the consumers motivation for seeking redress based on the consumers understanding of consumer rights and consumer protection, market factor and importance of product or services and level of dissatisfaction. Hopefully, the development of this model provides a basis for future research on exploring consumer complaint behaviour. Although a third party complaint agency is one approach to assist organizations handling the dissatisfaction with consumers together, it is unfortunate that many organizations never realize the importance of complaint handling. Consequently, for improving a complaint handling management programme, business, policy makers in governments and consumer organizations must understand how these factors influence complaint behaviour, and develop strategies for influencing variables and complaint behaviour as follows. According to the knowledge of consumer rights and consumer agencies, it contributed an important value to predict consumer complaint behaviour. The practical implication for policy makers in governments or consumer organisations is that they should provide more approaches to educate consumers about their rights and responsibilities as consumer education concerns the necessary skills, attitudes, knowledge and understanding to become an effective consumer (Brennan and Ritters, 2004). This education can help consumers to obtain the skills and knowledge needed to make adjustments to their choices and improve the consumers confidence to take action in their life. Thus, consumer education along with effective regulations and access to good quality advice and information from government or consumer organisations are essential components against the irresponsibility or unethical business in the marketplace. Referring to the market factor, the results show that consumers perception of business practice and responsiveness to complaints is not an important factor in examining the complaint action. Thus, as business managers and executives, they should realize the importance of complaint handling. Organizations can educate consumers by focusing the complaint process on removing the fear of confrontation and intimidation factors. Firms can offer some compensation to the disgruntled consumer and should not complain about the extra effort or cost involved, and consider each customer as a prospective buyer when they make a complaint. For consumers who perceive a higher cost of complaining when they are unable to contact the organization, the company can offer a generic booklet that is distributed to consumers explaining how to effectively get in touch with the organizations to increase consumer confidence and purchase intention (TARP, 1986). Businesses may encourage consumers to make a complain t by adopting strategies that shift the blame away from the consumers, such as by replacing the product or service with which they are dissatisfied for free. Therefore, the way of complaint handling can develop a good image for the firms and help enhance marketing effectiveness in the long run. Keng, Richmond and Han (1995) found that complainers are more likely to resort to complaint action if the price of the product is high or the quality of the product is defective than the non-complainers. This research found that consumers intended to making complaints if they feel dissatisfied with the product or the product was expensive, was used frequently, seen by others and was used for a long period of time. Thus, the firms should pay special attention to complaints concerning expensive durable products; the seller should be trained to handle complaints well, and the firm should not raise consumers