When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

Journal of the Academy of Marketing Science

Volumn 24, Issue 4, 1996, Pages 350-365

  Singh, Jagdip ^a   Wilkes, Robert E ^b  

^a CASE WESTERN RESERVE UNIVERSITY   (United States)

^b TEXAS TECH UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0030490760     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1177/0092070396244006     Document Type: Article

References (9)

1. Allison, Neil K. 1978. "A Psychometric Development of a Test for Consumer Alienation From the Marketplace." Journal of Marketing Research 15 (November): 565-575.
2. Andreasen, Alan R. 1985. "Consumer Responses to Dissatisfaction in Loose Monopolies." Journal of Consumer Research 12 (September): 135-141.
3. _. 1988. "Consumer Complaints and Redress: What We Know and What We Don't Know." In The Frontier of Research in the Consumer Interest. Ed. E. Scott Maynes. Columbia, MO: American Council on Consumer Interests.
4. Bagozzi, Richard P. 1982. "A Field Investigation of Causal Relations Among Cognitions, Affect, Intentions and Behavior." Journal of Marketing Research 17 (November): 562-584.
5. _. 1992. "The Self-Regulation of Attitudes, Intentions and Behavior." Social Psychology Quarterly 55 (2): 178-204.
6. _ and Todd F. Heatherton. 1994. "A General Approach to Representing Multifaceted Personality Constructs: Application to State Self Esteem." Structural Equations Modeling 1 (1): 35-67.
7. _ and Paul R. Warshaw 1990. "Trying to Consume." Journal of Consumer Research 17 (September): 127-140.
8. Bearden, William O. and J. Barry Mason. 1984. "An Investigation of Influences on Consumer Complaint Reports." In Advances in Consumer Research. Ed. Thomas Kinnear. Provo, UT: Association for Consumer Research.
9. _ and Jesse E. Teel. 1983. "Selected Determinants of Consumer Satisfaction and Complaint Reports." Journal of Marketing Research 20 (February): 21-28.