Purpose – The purpose of this paper is to investigate whether consumer supermarket satisfaction is influenced by the mere composition of consumers' preference structure, as opposed to more widespread approaches where consumer satisfaction is regarded as the degree to which consumer...

Purpose – The purpose of this paper is threefold: to examine complaint management among retailers in order to develop a typology of their strategic complaint management system; to develop a profile of each retailer group included in the typology using a set of key relevant variables (e.g....