Post-Purchase Consumer Processes and the Complaining Consumer

Gilly, Mary C.; Gelb, Betsy D.

doi:10.1086/208927

Cited by 247 publications

(156 citation statements)

References 9 publications

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“…However, the findings of this study on service attributes as the second common variable that was significant to both voice and exit supported prior studies of Day and Landon, 1976;Bearden and Oliver, 1985;Kincade et al, 1988;Blodgett, Granbois and Walters, 1993;Crie, 2003;Oh, 2003;Phau and Sari, 2004; as well as Gilly &Gelb, 1982 in Donoghue andDe Klerk, 2006. They agreed that service attributes like cost, price or the nature of the product and durability are important features of the product to the consumer (Stephens & Gwinner, 1998;Sheth et al 1999).…”

Section: Discussionsupporting

confidence: 84%

“…Product attributes associated with CCB included the nature of the product or product category (Kincade et al, 1988) cost of the product (Day & Landon, 1977) and the importance of the product to the consumer (Stephens & Gwinner, 1998;Sheth, Mittal, & Newman, 1999). Gilly & Gelb, (1982) cited in (Donoghue & De Klerk, 2006) also discussed durabilty of the product as additional of product attribute in their studies. Phau and Sari, (2004) found out that consumers often make decisions to purchase based on the price.…”

Section: Product Attributesmentioning

confidence: 99%

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The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Alexander¹,

Samuel²

2015

JOC

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This paper analyses Customer Complaints Behaviour (CCB) using psychographic factors and the Theory of Exit, Voice and Loyalty. Prior studies on the continent of Africa have explored customer dissatisfaction, service failure, complaints handling and complaint attitudes, but not in association with psychographic factors. This research gap is addressed with a new conceptual understanding that integrates psychographic variables and the Theory of Exit, Voice and Loyalty in a single study. In total, 171 valid questionnaires were gathered from customers of two public banks in Accra chosen randomly, and a convenience sampling method was used for the respondents. This study has revealed that assertiveness, conservatism, attitude towards complaints, sense of justice, service attribute significantly influence the theory of Exit, Voice and Loyalty of CCB. What is more, the findings have also shown that there is a statistical difference between complainers and non-complainers. Complainers are more likely to stay loyal, and are less likely to voice out or leave their bankers. We suggest that banks should not only center CCB strategies towards complainers, but should also take into account non-complainers as they are equally important to businesses.

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Section: Discussionsupporting

confidence: 84%

Section: Product Attributesmentioning

confidence: 99%

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Alexander¹,

Samuel²

2015

JOC

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“…Os resultados têm demonstrado que a satisfação com o gerenciamento da reclamação infl uencia positivamente nas futuras intenções de recompra e recompra real dos reclamantes (GILLY; GELB, 1982;MARTIN;SMART, 1994;BLODGETT et al, 1997); e também na comunicação boca-a-boca (TAX e CHANDRASHEKARAN, 1992;BLODGETT et al, 1997;SPRENG et al, 1995).…”

Section: Lealdade E Seus Antecedentes: Satisfação Confi Ança Valor unclassified

A recuperação de serviços como ferramenta de relacionamento e seu impacto na confiança e lealdade dos clientes

Santos

Fernandes

2008

Rev. adm. empres.

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RESUMOO objetivo central deste trabalho é examinar a recuperação de serviços sob uma perspectiva estratégica, como ferramenta de relacionamento. Para tanto, foi proposto e testado um modelo teórico, com foco nos inter-relacionamentos entre avaliações específi cas do processo de reclamação, confi ança, custo de mudança, valor e lealdade do consumidor. Os resultados indicam que a formação de confi ança e lealdade do consumidor é afetada pela forma como as reclamações são resolvidas. As percepções de justiça afetaram a satisfação com o gerenciamento da reclamação. A confi ança do consumidor foi fortemente infl uenciada pela satisfação pós-reclamação. Por fi m, tanto a intenção de recompra como a comunicação boca-a-boca foram infl uenciadas por confi ança, satisfação e valor percebido. Os custos de mudança não moderaram as relações entre satisfação, confi ança e lealdade, e demonstraram ter baixa infl uência nas intenções de recompra, indicando que a criação de mecanismos que difi cultem a saída do cliente não é sufi ciente para mantê-lo, e que e um gerenciamento adequado da reclamação pode ser uma ferramenta efi caz para desenvolver relacionamentos de longo prazo. Cristiane Pizzutti dos Santos UFRGS Daniel Von der Heyde Fernandes UFRGS ABSTRACT The main goal of this paper is to examine service recovery under a strategic perspective, as a relationship tool. A theoretical model has been proposed and tested, with focus on interrelationships among specifi c evaluations of complaint process

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“…Firstly, while overall customer satisfaction was significantly related to attitudinal loyalty, it was found to be unrelated to behavioral loyalty in this study. Although some previous studies (e.g., Bolton & Lemon, 1999;Gilly & Gelb, 1982;Solnick & Hemenway, 1992) found that customers' repeated patronage behaviors depended on their prior satisfaction levels, customer satisfaction may incompletely explain behavioral loyalty, despite the fact that customer satisfaction is a necessary component for explaining behavioral loyalty (Gitelson & Crompton, 1984). Previous literature provides some insight about the reasons why satisfied customers might switch their repeated patronage behaviors.…”

Section: Discussionmentioning

confidence: 98%

Evidence of Member Hotel Programs Boosting Loyalty

Kim¹,

Vogt²,

Knutson³

2016

JTHM

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This study extends previous research on tourists' loyalty by measuring the duel dimensions of loyalty toward a destination resort -attitudinal and behavioral. A satisfaction-loyalty model was tested using an online survey and the resort's reservation database. Customers' satisfaction with the value for their money and their overall satisfaction ratings were found to be significant predictors of attitudinal loyalty. Customers' satisfaction with room cleanliness and comfort was found to be a significant predictor of behavioral loyalty. Members of the hotel's loyalty program were found to have stronger ties between attitudinal loyalty and behavioral loyalty. Implications for management and future research are presented.

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Post-Purchase Consumer Processes and the Complaining Consumer

Cited by 247 publications

References 9 publications

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

A recuperação de serviços como ferramenta de relacionamento e seu impacto na confiança e lealdade dos clientes

Evidence of Member Hotel Programs Boosting Loyalty

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