The DOI matches its Crossref record.
Post-Purchase Consumer Processes and the Complaining Consumer
Abstract
This paper addresses the issue of post-purchase processes of consumers who complain about purchase experiences. Hypotheses about complaining consumers' satisfaction or dissatisfaction with organizational response and their subsequent repurchase behavior are proposed and empirically tested using data from consumers who complained to a major oil company.
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Citations
Cited by
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997) · Journal of Retailing · doi:10.1016/s0022-4359(97)90003-8 · Cited by 1,394
Maxham, J. G., & Netemeyer, R. G. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.4.57.18512 · Cited by 1,204
Metadata
- Authors
- Gilly, M. C., & Gelb, B. D.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1982-12
- Volume
- 9
- Issue
- 3
- Pages
- 323
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2003516988
- Cited by
- 314
- References
- 0
- FWCI
- 2.18
- Type
- journal article
- Language
- en
- Open access
- closed
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
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- CoChat. (2026). Citation check: Post-Purchase Consumer Processes and the Complaining Consumer. https://app.cochat.ai/papers/10.1086/208927
- The paper
- Gilly, M. C., & Gelb, B. D. (1982). Post-Purchase Consumer Processes and the Complaining Consumer. Journal of Consumer Research. https://doi.org/10.1086/208927
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
