An empirical examination of voice complaint outcomes and post -resolution repurchase intentions.
Item
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Title
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An empirical examination of voice complaint outcomes and post -resolution repurchase intentions.
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Identifier
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AAI9946151
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identifier
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9946151
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Creator
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Chia, Swee Lim.
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Contributor
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Adviser: David J. Rachman
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Date
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1999
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Language
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English
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Publisher
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City University of New York.
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Subject
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Business Administration, Marketing | Business Administration, General
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Abstract
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This research examined a model of voice complaint outcomes and the relationship to consumer repurchase intentions. This study is based on research in the areas of consumer complaint management, customer loyalty and satisfaction/dissatisfaction. Past research has indicated that satisfaction is one of the predictors of customer loyalty and this, in turn, is a correlate of profitability.;While early research efforts have focused on the area of consumer complaint behavior, more recent attention has turned to consumer complaint management. The studies in this area have pointed up the linkages between satisfaction with the consumer complaint resolution outcomes with repurchase intentions and ultimately corporate profitability.;This study undertook to confirm several of the key antecedent variables in linkages identified in previous findings and to empirically test the impact of store handling of consumer complaints on not only store repurchase intention but more specifically brand repurchase intention.;A major contribution of this research is that it examines, for the first time, the specific impact of store customer handling performance on repurchase intention towards both the brand and the store. This finding is significant because it addresses a gap in the literature. This finding also gives manufacturers, who spend a great deal of money creating and maintaining a national brand image, a better understanding of how retailers are independently affecting their brand's image by the manner in which they handle customer complaints at the frontline.;A second contribution of this research is that it empirically tested a panel of antecedent variables of the relationship between store customer complaint handling performance and the customer's satisfaction.;Third, the sample studied here was drawn from actual customers who had experienced a product dissatisfaction adding to the generality of the findings of this research.;Two hundred and ten telephone interviews were conducted from a list of customers with complaints, provided by a major northeastern consumer electronics retail chain, yielding 61 completed surveys.;Four out of the five hypotheses in the study were supported suggesting that resolution satisfaction is positively related to store repurchase intention.
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Type
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dissertation
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Source
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PQT Legacy CUNY.xlsx
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degree
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Ph.D.
