Emotions and response actions in consumer complaint behaviour

Nathan A. Vincent, Cynthia M. Webster

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


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 languageEnglish
Title of host publicationANZMAC 2005
Subtitle of host publicationconference proceedings : broadening the boundaries
EditorsSharon Purchase
Place of PublicationFremantle, WA
Number of pages7
ISBN (Print)064645546X
Publication statusPublished - 2005
Externally publishedYes
EventAustralian and New Zealand Marketing Academy Conference (2005) - Fremantle, WA
Duration: 5 Dec 20057 Dec 2005


ConferenceAustralian and New Zealand Marketing Academy Conference (2005)
CityFremantle, WA


  • consumer complaint behaviour
  • emotions
  • response actions
  • retail


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