Abstract
Consumer complaints often represent the last chance that an organisation has to redress any perceived dissatisfaction that its customers may experience and retain those customers as regular purchasers. It is essential to the organisation’s survival to understand the process that these individuals go through in determining their relative satisfaction or dissatisfaction. This study examines the extent to which emotions influence consumers' behavioural responses to a dissatisfying service encounter. Results from 199 respondents answering an Internet survey are presented and managerial implications stemming from the results are discussed.
Original language | English |
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Title of host publication | ANZMAC 2005 |
Subtitle of host publication | conference proceedings : broadening the boundaries |
Editors | Sharon Purchase |
Place of Publication | Fremantle, WA |
Publisher | ANZMAC |
Pages | 1-7 |
Number of pages | 7 |
ISBN (Print) | 064645546X |
Publication status | Published - 2005 |
Externally published | Yes |
Event | Australian and New Zealand Marketing Academy Conference (2005) - Fremantle, WA Duration: 5 Dec 2005 → 7 Dec 2005 |
Conference
Conference | Australian and New Zealand Marketing Academy Conference (2005) |
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City | Fremantle, WA |
Period | 5/12/05 → 7/12/05 |
Keywords
- consumer complaint behaviour
- emotions
- response actions
- retail