TY - JOUR
T1 - The effect of attitude and perception on consumer complaint intentions
AU - Kim, Chulmin
AU - Kim, Sounghie
AU - Im, Subin
AU - Shin, Changhoon
N1 - Copyright:
Copyright 2016 Elsevier B.V., All rights reserved.
PY - 2003
Y1 - 2003
N2 - 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.
AB - 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.
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U2 - 10.1108/07363760310483702
DO - 10.1108/07363760310483702
M3 - Article
AN - SCOPUS:0242361082
VL - 20
SP - 352
EP - 371
JO - Journal of Consumer Marketing
JF - Journal of Consumer Marketing
SN - 0736-3761
IS - 4-5
ER -