The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study
Abstract
While marketing scholars have emphasized the importance of customer satisfaction, few studies have examined in detail consumers’ responses to dissatisfaction. This study examines correlates of one possible response—telling others about the dissatisfaction—and identifies variables that distinguish this response from others. Variables investigated include the nature of the dissatisfaction, perceptions of blame for the dissatisfaction, and perceptions of retailer responsiveness. Marketing management and consumer behavior research implications are discussed.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Cited by
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Using Online Conversations to Study Word-of-Mouth Communication
Godes, D., & Mayzlin, D. (2004) · Marketing Science · doi:10.1287/mksc.1040.0071 · Cited by 2,601
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Herr, P. M., Kardes, F. R., & Kim, J. (1991) · Journal of Consumer Research · doi:10.1086/208570 · Cited by 2,142
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Metadata
- Authors
- Richins, M. L.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1983-01
- Volume
- 47
- Issue
- 1
- Pages
- 68-78
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2029637601
- Cited by
- 1,807
- References
- 1
- FWCI
- 10.49
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
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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.
