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| Tekijä: | Estelami, H. |
| Otsikko: | Sources, characteristics, and dynamics of postpurchase price complaints |
| Lehti: | Journal of Business Research
2003 : MAY, VOL. 56:5, p. 411-419 |
| Asiasana: | Complaints Consumer satisfaction Pricing |
| Kieli: | eng |
| Tiivistelmä: | Research indicates that about one in five consumers experiences dissatisfaction with purchases made. A great proportion of these dissatisfaction incidents is a direct result of postpurchase price-related disputes between the buyer and the seller. This paper examines the frequency and characteristics of various forms of postpurchase price complaints using a survey of consumer complaint reports. The results indicate that nearly one-fift of all postpurchase consumer complaints to businesses are price related. |
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