Post-Purchase Consumer Processes and the Complaining Consumer
Bibliographic Data
| ID | 2966293 |
|---|---|
| Authors | Mary C Gilly (0000-0002-4229-0814), Betsy D Gelb (0000-0001-8527-5027) |
| Year | 1982 |
| Volume | 9 |
| Issue | 3 |
| Pages | 323 |
| Publication date | 1982-12-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Consumer Research (JOURNAL) |
| Journal identifiers | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Publisher | Oxford University Press (OUP) (PUBLISHER) |
| DOI | 10.1086/208927 |
| OpenAlex | W2003516988 |
| Language | EN |
| Citations received | 15 |
| References cited | 3 |
This paper addresses the issue of post-purchase processes of consumers who complain about purchase experiences. Hypotheses about complaining consumers' satisfaction or dissatisfaction with organizational response and their subsequent repurchase behavior are proposed and empirically tested using data from consumers who complained to a major oil company
Advertising · Business · Consumer research · Library science · Computer Science · Global trade, sustainability, and social impact · History · Intellectual Property Law · Organic Food and Agriculture · Psychology
Complaint Management Excellence
Complaints and complaining
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
Hatzfeld syndrome
Online Consumer Complaint Behaviors
Factors influencing online auction repurchase intention
Higher Education Student Complaint Behavior in a Complex Service Ecosystem
Examining the effect of life course events on modality type and the moderating influence of life stage
Key determinants of passenger loyalty in the low-cost airline business
Household Technology Use
Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
Airline Social Media Recovery Satisfaction
Humorous Complaining
| Unique citing works | 15 |
|---|---|
| Citations per year | 0,5 |
| Citation span | 1996 - 2025 (30) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 13 |