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Postcomplaint Processes: From Organizational Response to Repurchase Behavior
Author(s) -
GILLY MARY C.
Publication year - 1987
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.1987.tb00204.x
Subject(s) - complaint , sample (material) , business , marketing , psychology , political science , law , chemistry , chromatography
Dissatisfied consumers have the opportunity to complain, and businesses can respond to these complaints. Research into what occurs following this response has been sketchy and incomplete. This study attempts to integrate what is known about organizational response to complaints and consumer reaction to that response. A model of post‐complaint processes is offered and tested using a sample of complainants who wrote to an oil company.