Postcomplaint Processes: From Organizational Response to Repurchase Behavior

Mary C. Gilly

129 citations0/0 files storedJournal of Consumer Affairs

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Consumer Behavior and Marketing Influence

Abstract

Dissatisfied consumers have the opportunity to complain, and businesses can respond to these complaints. Research into what occurs following this response has been sketchy and incomplete. This study attempts to integrate what is known about organizational response to complaints and consumer reaction to that response. A model of post‐complaint processes is offered and tested using a sample of complainants who wrote to an oil company.

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance 1982Recent Developments in Structural Equation Modeling 1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process 1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport 1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process 1982Post-Purchase Consumer Processes and the Complaining Consumer 1977Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress

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2017Complaint handling on social media: The impact of multiple response times on consumer satisfaction 1995Customer complaint situations: An equity theory perspective 2000Business‐to‐business marketing Service recovery and customer satisfaction issues with ocean shipping lines 2012Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior

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