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- Title
AN INVESTIGATION OF THE INTERRELATIONSHIP BETWEEN CONSUMER (DIS) SATISFACTION AND COMPLAINT REPORTS.
- Authors
Oliver, Richard L.
- Abstract
The relationships between satisfaction, its antecedents, behavioral intention, and self-reports of complaint activities were examined to estimate the degree to which complaining correlates with states of dissatisfaction in an hypothesized causal structure. Results of a maximum likelihood analysis showed that the basic expectancy disconfirmation (dis)satisfaction model was supported and that complaining is related to lower levels of satisfaction, but at a relatively modest order of magnitude. The data also suggest that the relation between complaining and subsequent satisfaction and conation cognitions requires further specification.
- Subjects
CONSUMER complaints; EXPECTANCY theories; CUSTOMER satisfaction; STATISTICAL hypothesis testing; MARKETING research software; STATISTICAL reliability; COMPLAINTS &; complaining; PARAMETER estimation; STATISTICAL bias
- Publication
Advances in Consumer Research, 1987, Vol 14, Issue 1, p218
- ISSN
0098-9258
- Publication type
Article