Impact of product‐specific variables on consumers' post‐consumption behaviour for apparel products: USA

Kincade, Doris H.; Giddings, Valerie L.; Chen-Yu, H. Jessie

doi:10.1111/j.1470-6431.1998.tb00718.x

Cited by 14 publications

(21 citation statements)

References 25 publications

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“…Singh in Halstead and Dröge (1991) indicated that the normative dimension of attitude ("I should complain") positively and significantly influenced consumers' intention to seek redress. Consumers who have a favourable attitude toward complaining will be more likely to seek redress from the retailer (Beardon & Mason in Blodgett & Granbois, 1992; Singh in Kincade et al, 1998). Consumers' attitudes toward business, government, consumer organisations and complaining have been studied in order to predict complaining behaviour, but the results have been mixed (Barnes & Kelloway, 1980;Halstead & Dröge, 1991).…”

Section: Consumer Complaint Behaviourmentioning

confidence: 99%

“…Both retailers and manufacturers in many cases underestimate the detrimental effect of such indirect activities. Whereas many dissatisfied consumers take these hidden actions instead of directly complaining to formal complaint parties, many consumers who do complain formally also engage in hidden actions (Day et al, 1981;Kincade et al, 1998). Moreover, dissatisfied consumers will typically tell eight to ten people about their problem (Plymire, 1991;Sanes, 1993).…”

Section: Consumer Complaint Behaviourmentioning

confidence: 99%

“…Kincade et al (1998:84) define product failure as "the failure of the product to maintain the desired quality after purchase". For analysis, Kincade et al (1998) grouped product failures into two categories: those that rendered the product unusable (i.e. functional performance failure) and those failures that may change the appearance but left the product usable (symbolic performance failure).…”

Section: Product-specific Variablesmentioning

confidence: 99%

“…Product-specific variables related to complaint behaviour include: the nature or type of product (product category) (Kincade et al, 1998, cost of the product (Gilly & Gelb in Kincade et al, 1998;Stephens & Gwinner, 1998), durability (Day & Landon, 1977:434;Kincade et al, 1998), importance of the product to the consumer (Stephens & Gwinner, 1998;Sheth et al, 1999:550), dissatisfaction with the product (Day & Bodur, 1978;Bearden & Teel in Goodwin & Spiggle, 1989), the type of product failure (Kincade et al, 1998), and severity of the dissatisfaction or problems caused by the dissatisfaction (Richins, 1987;Goodwin & Spiggle, 1989).…”

Section: Product-specific Variablesmentioning

confidence: 99%

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Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Donoghue¹,

Klerk²

2010

jfecs

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OpsommingVerbruikers se ontevredenheid met produkte manifesteer in hulle klagte-gedrag. Verbruikers se klagtes word oor die algemeen in 'n negatiewe lig beskou, aangesien dit met hulle ontevredenheid oor 'n bepaalde produk of diens geassosieer word. Verbruikers se klagtes moet egter as voordelig vir die vervaardiger, kleinhandelaar en die verbruiker beskou word, aangesien dit onder andere dien as inligting wat deur verbruikers geïnisieer is om strategiese besluitneming vir kleinhandelaars en vervaardigers te vergemaklik. Verbruikers kan op hulle beurt vir produkprobleme vergoed word en op hulle regte as verbruikers aandring. Vervaardigers en kleinhandelaars kan egter net van verbruikers se behoeftes en probleme ten opsigte van produkte bewus word wanneer verbruikers dit aan hulle kommunikeer. 'n Konseptuele raamwerk word aangebied vir die bestudering van ontevrede verbruikers se klagte-gedrag as reaksie op die funksionele en / of simboliese produkmislukking (product failure) van groot elektriese huishoudelike toerusting. Die konfirmasie / diskonfirmasie-paradigma, Day en Landon se klagte-gedrag-taksonomie, Weiner se attribusieteorie en spesifieke verbruikers-en produkveranderlikes wat verband hou met klagte-gedrag dien as teoretiese agtergrond vir die konseptuele raamwerk. -Ms S Donoghue

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Section: Consumer Complaint Behaviourmentioning

confidence: 99%

Section: Consumer Complaint Behaviourmentioning

confidence: 99%

Section: Product-specific Variablesmentioning

confidence: 99%

Section: Product-specific Variablesmentioning

confidence: 99%

See 2 more Smart Citations

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Donoghue¹,

Klerk²

2010

jfecs

View full text Add to dashboard Cite

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“…Some consumers may both engage in formal and hidden actions together (Kincade, Giddings and Chenyu, 1998).…”

Section: Figure 1: Classification Of Consumer Complaining Behaviormentioning

confidence: 99%

Hoşnutsuzluğu Çevri̇mi̇çi̇ Anlatmak: Bi̇r Tüketi̇ci̇ Şi̇kayet Yaniti Olarak Olumsuz Elektroni̇k Ağizdan-Ağiza İleti̇şi̇mi̇n Geri̇si̇ndeki̇ Neden Ve Beklenti̇ler

Yılmaz¹

2016

Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi

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Although service recovery, complaint management, and consumer complaining behavior (CCB) have long been studied in detail by researchers; advances in computer-mediated communication has drawn researchers' attention into a new research topic: online consumer complaining behavior. Consumers' reactions and responses to critical incidents or service failures which lead to dissatisfaction vary; they may show no action at all, express their dissatisfaction in public, complain to the company, end their relationships with the company and/or engage in negative word-of-mouth-traditional or electronic. While Web 2.0 technologies allow consumers to create and exchange user-generated content, social media, as platforms developed by the help of Web 2.0 technologies, also provides a medium to generate electronic word-of-mouth. This study focuses on the concept of spreading negative eWOM as a consumer complaining response after a dissatisfying purchasing experience and aims to identify consumers' motives and expectations in using social media to complain based on a qualitative research. According to the results of the structured interviews conducted with 52 people, the main motives behind engaging in negative eWOM as a consumer response to dissatisfaction caused by tourism service providers were found to be as altruistic-such as warning others, helping others-and egoistic -venting anger and frustration, vengeance/getting revenge, and damaging the company considered as responsible for consumer's dissatisfaction-. Respondents' expectations from engaging in negative e-WOM as a response to dissatisfied tourism purchase experience were determined by these motives. The results will provide a basis for future research on CCB in tourism sector, and a starting point to a better understanding of online consumer complaining behavior which can be beneficial both for service providers in tourism and researchers. 162 HOŞNUTSUZLUĞU ÇEVRİMİÇİ ANLATMAK: BİR TÜKETİCİ ŞİKAYET YANITI OLARAK OLUMSUZ ELEKTRONİK AĞIZDAN-AĞIZA İLETİŞİMİN GERİSİNDEKİ NEDEN VE BEKLENTİLER ÖZHizmet telafisi, şikâyet yönetimi ve tüketici şikâyet davranışı uzun süredir araştırmacılar tarafından ayrıntılı incelenen konular olmasına karşın bilgisayar ortamlı iletişim alanındaki gelişmeler araştırmacıların dikkatini yeni bir araştırma konusuna yönlendirmiştir: çevrimiçi tüketici şikâyet davranışı. Tüketicilerin hoşnutsuzluk yaratan kritik olaylar ve hizmet hataları karşısında tepkileri ve bunlara yanıt verme biçimleri, hiç tepki göstermemek, hoşnutsuzluğu toplum içinde ortaya koymak, işletmeye şikâyette bulunmak, işletme ile ilişkiyi kesmek ve/veya geleneksel ya da elektronik olumsuz ağızdan-ağıza iletişim yaymak şeklinde farklılık göstermektedir. Web 2.0 teknolojileri tüketicilere kullanıcı-türevli içerik yaratma ve paylaşma olanağı sunarken, Web 2.0 teknolojileri sayesinde geliştirilen sosyal medya platformları elektronik ağızdan-ağıza iletişim için bir ortam oluşturmaktadır. Bu çalışma, kalitatif bir araştırmaya dayanarak, hoşnutsuzluk yaratan bir satın alma deney...

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An Empirical Analysis of Brand Effects on Online Consumer Repurchase Behavior After Unsatisfied Experience

Luo

2019

The Ecosystem of E-Business: Technologies, Stakeholders, and Connections

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Impact of product‐specific variables on consumers' post‐consumption behaviour for apparel products: USA

Cited by 14 publications

References 25 publications

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework *

Hoşnutsuzluğu Çevri̇mi̇çi̇ Anlatmak: Bi̇r Tüketi̇ci̇ Şi̇kayet Yaniti Olarak Olumsuz Elektroni̇k Ağizdan-Ağiza İleti̇şi̇mi̇n Geri̇si̇ndeki̇ Neden Ve Beklenti̇ler

An Empirical Analysis of Brand Effects on Online Consumer Repurchase Behavior After Unsatisfied Experience

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