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| Tekijä: | Lapidus, R. Pinkerton, L. |
| Otsikko: | Customer complaint situations: an equity theory perspective |
| Lehti: | Psychology & Marketing
1995 : MAR, VOL. 12;2, p. 105-122 |
| Asiasana: | CUSTOMERS COMPLAINTS THEORIES |
| Kieli: | eng |
| Tiivistelmä: | The purpose of the study was to determine the effects of equity and outcomes in customer complaint situations. The study utilized a 2 multiplied by 2 within-subject design with equity (inequity, equity) and outcomes (low, high) as the independent variables. The dependent variables were perceived equity, behavioral intentions, resentment, and guilt. Subjects were 128 students from a large western university. Implications for customer complaint handling practices were discussed. |
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