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Industry Characteristics and Consumer Dissatisfaction
Author(s) -
SINGH JAGDIP
Publication year - 1991
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.1745-6606.1991.tb00279.x
Subject(s) - marketing , consumer behaviour , psychology , conceptual framework , service (business) , social psychology , business , sociology , social science
Drawing upon Hirschman's (1970) theory, a conceptual framework is developed that attempts to explain how industry characteristics are likely to influence consumers' responses to dissatisfaction. Findings from consumer complaining behavior literature are also incorporated. Several hypotheses are derived and tested utilizing data from three different service categories. Despite the parsimony of Hirschman's theory, the results are encouraging. Also, the stability and validity of the results are examined under several different contingencies. Implications for researchers, practitioners, and public policy officials are discussed and directions for research outlined.