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| Author: | Dunning, J. O'Cass, A. Pecotich, A. |
| Title: | Retail sales explanations: resolving unsatisfactory sales encounters |
| Journal: | European Journal of Marketing
2004 : VOL. 38:11-12, p. 1541-1561 |
| Index terms: | Consumer satisfaction Complaints Retailing Service management |
| Freeterms: | Service levels |
| Language: | eng |
| Abstract: | The paper examines if a salesperson's explanation adequacy plays a critical role in the resolution of unsatisfactory sales encounters for consumers. The findings indicated that explanation adequacy is influences by both the style and the content of the explanation, and the timeliness of an organization's reaction, whereas explanation adequacy only indirectly affects the final perceptions of the severity of the incident and emotional reaction to it. |
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