Selected Determinants of Consumer Satisfaction and Complaint Reports

Bearden, William O.; Teel, Jesse E.

doi:10.2307/3151408

Cited by 965 publications

(566 citation statements)

References 19 publications

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“…이중 Yang ( (Cho, 2008;Song & Yang, 2008 (Kim, 1987;Bearden & Mason, 1984;Lee, Ahn, & Ha, 2006;Cho, 2008 (Suh, 2006;Choi, 2008;Baek & Park, 2009 (Rinchins, 1983;Heackel, 1996).…”

Section: 소비자들의 부적절한 불만행동은 소비자불량행동(Con-mentioning

confidence: 99%

“…구매상황에서 소비자와 판매자간의 상호작용 유형은 당당 함과 공격성 두 가지 차원으로 구성되며, 해당차원들은 어떤 성향이 보다 지배적으로 나타나는지에 따라 구체적인 상호작 용스타일의 유형이 결정된다고 할 수 있다 (Kim, 1999 (Kim, 1994(Kim, , 1999 (Bearden & Mason, 1984;Kim, 1987;Lee & Park, 1987;Kim & Sim, 2000;Lee, Ahn, & Ha, 2006 (Bearden & Mason, 1984;Kim, 1987;Morgannosky & Buckley, 1987;Singh, 1989;Kim & Sim, 2000;Lam & Tang, 2003;Lee, Ahn, & Ha, 2006 …”

Section: 소비자들의 부적절한 불만행동은 소비자불량행동(Con-unclassified

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Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Lee¹,

Lim²

2013

Journal of Korean Home Management Association

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Abstract>The purpose of this study is to examine the moderating effect of consumer competency associated with the influence of interaction styles with sales man on inappropriate consumer compliant behaviors. For the purpose, the survey questionnaire was administered to 1,050 consumers across country by the on-line survey. The research data are analyzed using four statistical methods: factor analysis, reliability analysis, multiple regression, and moderating regression analysis. The results are as follows:First, some demographic variables, for example, male, level of education, marital status, amount of monthly household income had significant effects on inappropriate consumer compliant behaviors such as rudeness of behavior and interference with business.Second, it is significant that two types of interaction with sales man(passive and assertive interaction) have positive effect on rudeness of behaviors, while assertive interaction only has positive effect on inference with business. Third, this research has been shown to be significant, based upon the findings on moderating effects of consumer competency in respect to consumers' level of inappropriate compliant behaviors. In particular, consumer competency has negative moderating effects between interaction styles with sales man and rudeness of behaviors. Practical implications were discussed in terms of effective customer management strategies and policy making related to consumer education.¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯▲ 주제어(Key

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“…이중 Yang ( (Cho, 2008;Song & Yang, 2008 (Kim, 1987;Bearden & Mason, 1984;Lee, Ahn, & Ha, 2006;Cho, 2008 (Suh, 2006;Choi, 2008;Baek & Park, 2009 (Rinchins, 1983;Heackel, 1996).…”

Section: 소비자들의 부적절한 불만행동은 소비자불량행동(Con-mentioning

confidence: 99%

Section: 소비자들의 부적절한 불만행동은 소비자불량행동(Con-unclassified

Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Lee¹,

Lim²

2013

Journal of Korean Home Management Association

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“…10 Pfaff and Blivice distinguish between activists and non-activists. 11 Shuptrine and Wenglorz, 12 and later Bearden and Teel, 13 separate complainers from non-complainers. Other scholars highlight more groups.…”

Section: A Typology Of Complainersmentioning

confidence: 99%

Complaint letters and commitment theory: An empirical approach in mail-order selling

Crié

Ladwein²

2002

J Target Meas Anal Mark

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literature review, then it highlights a taxonomy and a typology of this behaviour. The third part attempts to outline its antecedents and determinants in order to draw out further the motivations behind this behaviour. Commitment theory is examined to gain a better insight into CB. Do complainers show a particular profile? Is their commitment in the trade relationship different from that of uncomplaining customers who are similarly dissatisfied? Can the expression of their dissatisfaction through complaint mail be modelled or forecast from a database? This study, using a well-known French mail-order firm's database, attempts to answer, at least partially, some of these questions. INTRODUCTIONAlthough database marketing has been operational for a long time in the domain of mail-order selling, it is a particularly relevant research field in consumer behaviour. All relationship events between the firm and its customers have to be studied in order to carry out more efficient customer portfolio management, especially through customer loyalty and retention policies.Complaint behaviour (CB), when displayed, is valuable information for the firm. It offers practitioners the last opportunity to retain their customers if they are able to take care of and to manage this behaviour. First, this paper provides a definition of CB through a Abstract A consumer's dissatisfaction can be exhibited by complaint behaviour (CB) which has various means of expression. This behaviour is also motivated by different factors. Consumer commitment to a close trade relationship with the retailer seems to play a role in its genesis. This survey, conducted from a mail-order selling firm's database, tends to verify this hypothesis.

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“…Since attitude is a general term, involving personal preferences, values, experiences, judgments, knowledge and emotions [17], urban residents' preference to land is categorized into attitude in this study. That is, questions concerning attitude in this study include urban residents' psychological factors and their preferences to land.…”

Section: A Research Designmentioning

confidence: 99%

“…In relation to psychological factors, the study designed related survey questions involving the relation between one's economic condition and farmland purchasing and farmhouse building, traditional concept that where there is soil there is wealth, personal preference to farming in the country, personal preference to the slow-paced life in the country, personal preference to the natural environment in the country, more free hours for farming in the country after retirement, growing up in the country in the childhood, personal preference to living in the country according to Ajzen's definition of attitude, [17], [22]- [24].…”

Section: A Research Designmentioning

confidence: 99%

There is Soil, There is Wealth — Factors to Influence Urban Citizens to Purchase Farmland and Farmhouse in Taiwan

Liu¹

2015

IJTEF

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Abstract-This research plans to explore factors of urban citizens' farmland purchasing and farmhouse building in rural area based on theory of planned behavior. This research also collected 750 effective questionnaires from municipalities including Taipei City, Taichung City and Kaohsiung City for analysis. Research result indicates that: citizens will have more willingness to purchase farmland in a certain area as long as they expect the value of farmland will increase. As a result, attitude is the strongest factor influencing survey candidates' willingness to purchase farmland and build farmhouses. Before land purchasing and farmhouse building, survey candidates will first seek opinions from their most trusted and closest citizens. Next, they will rely on information technology. This research also provides suggestions to related competent authorities for reference purpose.Index Terms-Farmland, farmhouse, the theory of planned behavior.

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Selected Determinants of Consumer Satisfaction and Complaint Reports

Cited by 965 publications

References 19 publications

Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Complaint letters and commitment theory: An empirical approach in mail-order selling

There is Soil, There is Wealth — Factors to Influence Urban Citizens to Purchase Farmland and Farmhouse in Taiwan

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