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.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
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
Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
Anderson, E. W., Fornell, C., & Rust, R. T. (1997) · Marketing Science · doi:10.1287/mksc.16.2.129 · Cited by 1,378
Maxham, J. G., & Netemeyer, R. G. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.4.57.18512 · Cited by 1,204
Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281009 · Cited by 1,157
Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993) · Journal of Retailing · doi:10.1016/0022-4359(93)90015-b · Cited by 624
Weun, S., Beatty, S. E., & Jones, M. A. (2004) · Journal of Services Marketing · doi:10.1108/08876040410528737 · Cited by 581
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Building, measuring, and profiting from customer loyalty
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0439-4 · Cited by 375
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019) · Journal of Service Research · doi:10.1177/1094670518819852 · Cited by 322
The Bottom Line Impact of Organizational Responses to Customer Complaints
Davidow, M. (2000) · Journal of Hospitality & Tourism Research · doi:10.1177/109634800002400404 · Cited by 292
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
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
