Emotions and response actions in consumer complaint behaviour

Nathan A. Vincent; Cynthia M. Webster

Emotions and response actions in consumer complaint behaviour

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

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
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)
City	Fremantle, WA
Period	5/12/05 → 7/12/05

Keywords

consumer complaint behaviour
emotions
response actions
retail

Access to Document

http://smib.vuw.ac.nz:8081/WWW/ANZMAC2005/cd-site/pdfs/3-Consumer-Beh/3-Vincent.pdf

Cite this

@inproceedings{5564ad8defae4399ad1b82d7ec199517,

title = "Emotions and response actions in consumer complaint behaviour",

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{\textquoteright}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.",

keywords = "consumer complaint behaviour, emotions, response actions, retail",

author = "Vincent, {Nathan A.} and Webster, {Cynthia M.}",

year = "2005",

language = "English",

isbn = "064645546X",

pages = "1--7",

editor = "Sharon Purchase",

booktitle = "ANZMAC 2005",

publisher = "ANZMAC",

note = "Australian and New Zealand Marketing Academy Conference (2005) ; Conference date: 05-12-2005 Through 07-12-2005",

}

Vincent, NA & Webster, CM 2005, Emotions and response actions in consumer complaint behaviour. in S Purchase (ed.), ANZMAC 2005: conference proceedings : broadening the boundaries. ANZMAC, Fremantle, WA, pp. 1-7, Australian and New Zealand Marketing Academy Conference (2005), Fremantle, WA, 5/12/05. <http://smib.vuw.ac.nz:8081/WWW/ANZMAC2005/cd-site/pdfs/3-Consumer-Beh/3-Vincent.pdf>

TY - GEN

T1 - Emotions and response actions in consumer complaint behaviour

AU - Vincent, Nathan A.

AU - Webster, Cynthia M.

PY - 2005

Y1 - 2005

N2 - 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.

AB - 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.

KW - consumer complaint behaviour

KW - emotions

KW - response actions

KW - retail

M3 - Conference proceeding contribution

SN - 064645546X

SP - 1

EP - 7

BT - ANZMAC 2005

A2 - Purchase, Sharon

PB - ANZMAC

CY - Fremantle, WA

T2 - Australian and New Zealand Marketing Academy Conference (2005)

Y2 - 5 December 2005 through 7 December 2005

ER -

Emotions and response actions in consumer complaint behaviour

Abstract

Conference

Keywords

Access to Document

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Cite this