search query: @author Singh, J. / total: 17
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| Author: | Singh, J. Wilkes, R. |
| Title: | When consumers complain: a path analysis of the key antecedents of consumer complaint response estimates |
| Journal: | Journal of the Academy of Marketing Science
1996 : FALL, VOL. 24:4, p. 350-365 |
| Index terms: | MARKETING CONSUMERS ESTIMATION |
| Language: | eng |
| Abstract: | When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/ complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance. |
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