Industry Characteristics and Consumer Dissatisfaction

Jagdip Singh

74 citations0/0 files storedJournal of Consumer Affairs

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Drawing upon Hirschman's (1970) theory, a conceptual framework is developed that attempts to explain how industry characteristics are likely to influence consumers' responses to dissatisfaction. Findings from consumer complaining behavior literature are also incorporated. Several hypotheses are derived and tested utilizing data from three different service categories. Despite the parsimony of Hirschman's theory, the results are encouraging. Also, the stability and validity of the results are examined under several different contingencies. Implications for researchers, practitioners, and public policy officials are discussed and directions for research outlined.

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References

1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories 1977Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress 1986EMPLOYEE VOICE AND EMPLOYEE RETENTION.1986Impact of couple patterns of problem solving on distress and nondistress in dating relationships.1981The hidden agenda of consumer complaining.

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