Determinants of Consumer Satisfaction/Dissatisfaction towards Dispute Settlements in Singapore

Chow‐Hou Wee

18 citations0/0 files storedEuropean Journal of Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Dispute Resolution and Class Actions

Abstract

Most consumer satisfaction/ dissatisfaction (CS/D) research is focused either on identifying product classes and personal usage characteristics associated with dissatisfaction, or is focused on modelling the psychological processes underlying the phenomenon. The CS/D experienced by consumers has led to complaints being lodged with the retailers or third‐party organisations that are set up to handle such complaints. This article focuses on the factors that determine the level of CS/D with their dispute settlements. Findings from a survey of 392 cases of complainants and claimants in Singapore show that while there are some differences between complainants and claimants, it is the length of time taken to settle the disputes that exert the greatest effects. Specific implications are highlighted for the attention of consumer associations as well as for businesses and possible responses are discussed.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 18 citations exist upstream.

References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1979Review of Psychometric theory (2nd ed.).1982An Investigation into the Determinants of Customer Satisfaction 1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms 1981Disconfirmation of expectations and satisfaction with a retail service.1984Life Status Changes and Changes in Consumer Preferences and Satisfaction 1981The hidden agenda of consumer complaining.1984Validity and Reliability of the Confirmation of Expectations Paradigm As a Determinant of Consumer Satisfaction

Cited by

2000Don’t keep your Internet customers waiting too long at the (virtual) front door 2020Relational flexibility norms and relationship-building capabilities as a mediating mechanism in export performance: insights from exporting SMEs in an emerging economy, Peru

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.