Search Results - subject:"complaining behaviour"

Causes and consequences of consumer dissatisfaction with external attributions.

Velázquez, Beatriz Moliner; Blasco, María Fuentes - In: Cuadernos de Gestión 11 (2011) 01, pp. 37-58

This paper deals with the process of how consumer dissatisfaction is formed, both from a cognitive and an affective perspective, and also with how it translates into complaint behavior intentions. Our main objective is, on the one hand, to gain an insight into the effect that the disconfirmation...

Persistent link: https://www.econbiz.de/10009024001

Causas y consecuencias de la insatisfacción en consumidores con atribuciones externas

Fuentes Blasco, María; Moliner Velázquez, Beatriz - In: Cuadernos de Gestión (2011)

[ES] Este trabajo aborda el estudio de la formación de la insatisfacción, desde la perspectiva cognitiva y afectiva, y de sus consecuencias en forma de intenciones de comportamientos de queja. El objetivo es investigar la influencia directa e indirecta, a través de los afectos negativos, que...

Persistent link: https://www.econbiz.de/10011277761

Identifier et comprendre les consommateurs insatisfaits qui ont tendance à ne pas se plaindre

Guillard, Valérie; Butori, Raphaëlle - Université Paris-Dauphine (Paris IX) - 2008

While complaining behaviour has widely been studied in marketing, few studies exclusively focus on non-complaining … behaviour. The present communication studies a specific type of consumers: those who do not complain when dissatisfied. Three … studies were conducted on 380 students and non-students in order to both identify the psychological deterrents of complaining …

Persistent link: https://www.econbiz.de/10011072508