We found a match
Your institution may have rights to this item. Sign in to continue.
- Title
The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail.
- Authors
Nagel, Mateus; dos Santos, Cristiane Pizzutti
- Abstract
This paper examines which factors affect the relationship between consumers' satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.e
- Subjects
EDUCATION &; economics; ELECTRONIC commerce; REGRESSION analysis; MULTIVARIATE analysis; ONLINE shopping
- Publication
Brazilian Business Review (Portuguese Edition), 2017, Vol 14, Issue 5, p510
- ISSN
1807-734X
- Publication type
Article
- DOI
10.15728/bbr.2017.14.5.4