haku: @indexterm complaints / yhteensä: 83
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| Tekijä: | Singh, J. Widing, R. E. |
| Otsikko: | What occurs once consumers complain? A theoretical model for understanding satisfaction/dissatisfaction outcomes of complaint responses. |
| Lehti: | European Journal of Marketing
1991 : VOL. 25:5, p. 30-46 |
| Asiasana: | COMPLAINTS CONSUMER SATISFACTION MARKETING MODELS |
| Kieli: | eng |
| Tiivistelmä: | Understanding the antecedents, consequences and measurement of consumer satisfaction/dissatisfaction appears useful in improving marketing strategy. Recent studies on the question "What occurs once consumers complain?" are reviewed. A framework is proposed for the process that is hypothesised to follow consumer complaint responses. These responses on the part of the consumer trigger the whole process. The model is based on extant theories of consumer behaviour, and is used to help explain empirical research in the area, and propose testable hypotheses. As further investigation seems to be most rewarding if it follows a well defined programme of research, directions for programmatic research are proposed. |
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