Dissatisfied consumers who complain to the Better Business Bureau

Journal of Consumer Marketing

Volumn 16, Issue 6, 1999, Pages 576-589

  Fisher, James E ^a   Garrett, Dennis E ^b   Arnold, Mark J ^c   Ferris, Mark E ^a  

^a SAINT LOUIS UNIVERSITY   (United States)

^b MARQUETTE UNIVERSITY   (United States)

^c UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

Complaints; Consumer behaviour; Customer satisfaction; Interpersonal communications; Repeat buying

Indexed keywords

EID: 0346364292     PISSN: 07363761     EISSN: None     Source Type: Journal    
DOI: 10.1108/07363769910297515     Document Type: Article

References (22)

1. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), "Customer satisfaction, market share, and profitability: findings from Sweden", Journal of Marketing, Vol. 58, July, pp. 53-66.
2. Andreasen, A.R. (1988), "Consumer complaints and redress: what we know and what we don't know", in Maynes, E.S. (Ed.), The Frontier of Research in the Consumer Interest, American Council on Consumer Interests, Columbia, MO, pp. 675-722.
3. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), "A dynamic process model of service quality: from expectations to behavioral intentions", Journal of Marketing Research, Vol. 30, February, pp. 7-27.
4. Clark, G.L., Kaminski, P.F. and Rink, D.R. (1992), "Consumer complaints: advice on how companies should respond based on an empirical study", The Journal of Consumer Marketing, Vol. 9 No. 3, Summer, pp. 5-14.
5. Cornwell, T.B., Bligh, A.L. and Babakus, E. (1991), "Complaint behavior of Mexican-American consumers to a third-party agency", The Journal of Consumer Affairs, Vol. 25 No. 1, pp. 1-18.
6. Gilly, M.C. and Gelb, B.D. (1982), "Post-purchase consumer processes and the complaining consumer", Journal of Consumer Research, Vol. 9, December, pp. 323-8.
7. Goodwin, C. and Ross, I. (1992), "Consumer responses to service failures: influence of procedural and interactional fairness perceptions", Journal of Business Research, Vol. 25, pp. 149-63.
8. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), "The profitable art of service recovery", Harvard Business Review, July/August, pp. 148-56.
9. Hausknecht, D.R. (1990), "Measurement scales in consumer satisfaction/dissatisfaction", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 3, pp. 1-11.
10. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, November 17, pp. 460-9.
11. Oliver, R.L. and Swan, J.E. (1989a), "Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach", Journal of Marketing, Vol. 53, April, pp. 21-35.
12. Oliver, R.L. and Swan, J.E. (1989b), "Equity and disconfirmation perceptions as influences on merchant and product satisfaction", Journal of Consumer Research, Vol. 16, December, pp. 372-83.
13. Peterson, R.A. and Wilson, W.R. (1992), "Measuring customer satisfaction: fact and artifact", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 61-71.
14. Resnik, A.J. and Harmon, R.R. (1983), "Consumer complaints and managerial response: a holistic approach", Journal of Marketing, Vol. 47, Winter, pp. 86-97.
15. Rust, R.T., Subramanian, B. and Wells, M. (1992), "Making complaints a management tool", Marketing Management, Vol. 1 No. 3, pp. 41-5.
16. Schibrowsky, J.A. and Lapidus, R.S. (1994), "Gaining a competitive advantage by analyzing aggregate complaints", Journal of Consumer Marketing, Vol. 11 No. 1, pp. 15-26.
17. Singh, J. (1989), "Determinants of consumers' decisions to seek third-party redress: an empirical study of dissatisfied patients", The Journal of Consumer Affairs, Vol. 23 No. 2, Winter, pp. 329-63.
18. SOCAP (Society of Consumer Affairs Professionals in Business) (1996), "A landmark consumer loyalty study", Society of Consumer Affairs Professionals in Business, Alexandria, VA.
19. Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995), "Service recovery: impact on satisfaction and intentions", Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23.
20. Swan, J.E. and Oliver, R.L. (1989), "Postpurchase communications by consumers", Journal of Retailing, Vol. 65 No. 4, Winter, pp. 516-33.
21. TARP (Technical Assistance Research Program) (1985), "Consumer complaint handling in America: an update study (Part I)", United States Office of Consumer Affairs, Contract HHS-100-84-0065, Washington, DC.
22. TARP (Technical Assistance Research Program) (1986), "Consumer complaint handling in America: an update study (Part I)", United States Office of Consumer Affairs, Contract HHS-100-84-0065, Washington, DC.