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:10.1046/j.1365-2737.1998.00203.x

Cited by 6 publications

(11 citation statements)

References 3 publications

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“…Product‐specific variables have been shown to be factors in predicting post‐purchase behaviour of some products and consumer services (Kincade et al. , 1998).…”

Section: An Explanation Of Consumer Complaint Behaviourmentioning

confidence: 99%

“…Product‐specific variables related to complaint behaviour include: the nature or type of product (product category), cost of the product (Kincade et al. , 1998; Stephens and Gwinner, 1998), durability (Day and Landon, 1977, p. 434; Kincade et al. , 1998), importance of the product to the consumer (Stephens and Gwinner, 1998; Sheth et al.…”

Section: An Explanation Of Consumer Complaint Behaviourmentioning

confidence: 99%

“…, 1998). ‘Redress for a durable product may be considered worth it in contrast to a return trip to complain about a product with a short life expectancy’ (Kincade et al. , 1998).…”

Section: An Explanation Of Consumer Complaint Behaviourmentioning

confidence: 99%

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The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

Donoghue

Klerk

2009

Int J Consumer Studies

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In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumer‐oriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post‐complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer‐, product‐ and redress environment‐related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint‐related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.

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“…Product‐specific variables have been shown to be factors in predicting post‐purchase behaviour of some products and consumer services (Kincade et al. , 1998).…”

Section: An Explanation Of Consumer Complaint Behaviourmentioning

confidence: 99%

Section: An Explanation Of Consumer Complaint Behaviourmentioning

confidence: 99%

See 1 more Smart Citation

The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

Donoghue

Klerk

2009

Int J Consumer Studies

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“…Day (1977) suggested that researchers need to collect data on a product-by-product basis for the study of CS/D. Studies indicated that consumers consistently experience dissatisfaction with apparel products, and this product category caused greater consumer dissatisfaction than many other major product categories (Engel & Blackwell, 1982;Huefner & Hunt, 1992;Kincade, Giddings, & Chen-Yu, 1998). Apparel is one product category where a better understanding of CS/D is needed.…”

mentioning

confidence: 99%

Determinants of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products

Chen-Yu

Williams

Kincade

1999

Family & Consum Sci Res J

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The purpose of the study was to investigate determinants of consumer satisfaction and dissatisfaction (CS/D) with the performance of apparel products at the purchase and productconsumption stages. An experimental design was used. The sample consisted of 120 students enrolled at a university located in a metropolitan area in the midwestern United States. Results showed that performance expectation was a significant determinant of CS/D at the purchase stage. Perception of product performance and confirmation or disconfirmation between perceived product performance and experience‐based norm were also significantly related to CS/D at purchase. Results indicated that the perception of product performance and confirmation or disconfirmation between perceived product performance and expectation held during purchase were also significant determinants of CS/D at the product‐consumption stage. CS/D at purchase was also significantly related to CS/D at the product‐consumption stage.

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“…Some studies have examined products within a specific category (e.g. apparel) 38–40 . Among the first to empirically study e‐satisfaction, Ho and Wu 41 suggested several antecedents of customer satisfaction while shopping in an online environment including logistical support, technological characteristics, information characteristics, homepage presentation, and product characteristics.…”

Section: Review Of Literaturementioning

confidence: 99%

Creating a satisfying internet shopping experience via atmospheric variables

McKinney

2004

Int J Consumer Studies

121

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The purpose of this research was to identify the atmospheric variables that contributed to satisfaction for internet consumers with different orientations toward shopping. Atmospheric categories that were proposed for studying internet environments included external and internal variables, layout and design, point‐of‐purchase, and customer services. Some consumers had a convenience orientation toward shopping on the internet, while others were apprehensive, apathetic, and highly involved in internet shopping. A segment of internet consumers also exhibited positive orientations toward store shopping. Results showed that some atmospheric variables influenced satisfaction for all consumers, regardless of their shopping orientation; however, some variables were contributors of satisfaction for specific shopping segments.

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

Cited by 6 publications

References 3 publications

The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

Determinants of Consumer Satisfaction/Dissatisfaction with the Performance of Apparel Products

Creating a satisfying internet shopping experience via atmospheric variables

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