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| Author: | Richard, M. Adrian, C. |
| Title: | A segmentation model of consumer satisfaction/ dissatisfaction with the complaint-resolution process |
| Journal: | International Review of Retail, Distribution and Consumer Research
1995 : JAN, VOL. 5:1, p. 79-98 |
| Index terms: | SEGMENTATION CONSUMER SATISFACTION DEMOGRAPHY |
| Language: | eng |
| Abstract: | Consumer satisfaction with the complaint-resolution process can be a critical factor in customer retention. Three objectives are addressed in this study. First, the dimensions thought to influence consumer satisfaction/dissatisfaction (S/D) with the complaint-resolution process are identified. Secondly, reliable and valid measures of consumer S/D with the complaint-resolution process are developed. Results suggest that consumer S/D with the complaint-resolution process has four critical dimensions. |
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