The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
Abstract
Researchers and practitioners recently have given increasing attention to the antecedents and consequences of postpurchase consumer complaint intentions and behaviors. Issues pertaining to the nature and structure of the consumer complaint behavior (CCB) concept, however, have not received such attention. The author assesses the validity of the three current operationalizations and taxonomies of CCB using intentions data from four different and independent CCB situations. None is an adequate representation of the empirical observations. Consequently a taxonomy is proposed that is based on exploratory analysis of one of the CCB situations. Confirmatory analysis of the other three CCB situations supports the proposed taxonomy. A validity analysis using complaint behavior data for the four CCB situations also supports the proposed CCB taxonomy.
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Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
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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
Customer Satisfaction and Word of Mouth
Anderson, E. W. (1998) · Journal of Service Research · doi:10.1177/109467059800100102 · Cited by 2,103
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
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
Word of mouth: understanding and managing referral marketing
Buttle, F. A. (1998) · Journal of Strategic Marketing · doi:10.1080/096525498346658 · Cited by 916
Metadata
- Authors
- Singh, J.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1988-01
- Volume
- 52
- Issue
- 1
- Pages
- 93-107
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2316552461
- Cited by
- 1,040
- References
- 4
- FWCI
- 6.46
- Type
- journal article
- Language
- en
- Open access
- closed
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