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| Tekijä: | Stephens, N. Gwinner, K. |
| Otsikko: | Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior |
| Lehti: | Journal of the Academy of Marketing Science
1998 : SUMMER, VOL. 26:3, p. 172-189 |
| Asiasana: | CONSUMERS COMPLAINTS MODELS |
| Kieli: | eng |
| Tiivistelmä: | This article reports the development of a theoretical model of consumer complaint behavior by using cognitive appraisal theory as its foundation. Because of its importance to management and lack of attention in the marketing literature, specific emphasis is placed on the phenomenon of noncomplaining and the role of consumer emotion in dissatisfying marketplace experiences. The model presents cognitive appraisal as the key element in the evaluation of consumer threat and harm. |
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