The effect of attitude and perception on consumer complaint intentions

Chulmin Kim, Sounghie Kim, Subin Im, Changhoon Shin

Research output: Contribution to journalArticle

97 Citations (Scopus)

Abstract

The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer's complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers' complaints to enhance customer satisfaction.

Original languageEnglish
Pages (from-to)352-371
Number of pages20
JournalJournal of Consumer Marketing
Volume20
Issue number4-5
DOIs
Publication statusPublished - 2003 Jan 1

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Marketing

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