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

Article Abstract:

When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated. (Reprinted by permission of the publisher.)

Analysis, Customer satisfaction, Consumer complaints

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Consumer religiosity and retail store evaluation criteria

Article Abstract:

Consumer religiosity, which includes the religious commitment and religious affiliations of consumers, may be a significant construct in explaining retail store patronage. The present study used several measures of religiosity to investigate the influence of this possible segmentation variable on consumer evaluation of the importance of various retail department store attributes. Support was found for the religious commitment construct but not for religious affiliation. The most consistent relationship found was between religious commitment and the importance placed by the consumer on sales personnel friendliness/assistance. Direct for future research is provided. (Reprinted by permission of the publisher.)

Services, Department stores, Retail stores, Consumer preferences, Stores, Religiousness

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On the meaning and measurement of religiosity in consumer research

Article Abstract:

Religion has a major influence on the consumption habits of Americans. Life styles are significantly affected by consumers' religious values. Religiosity can have major potential applications to sales communications. A demographic analysis of religiosity indicates that: older people tend to be more religious, women are more religious than men, and lower income families have a greater tendency toward religiosity than do higher income families. Religiosity is also strongly related to traditional role orientations and general satisfaction with life.

Psychological aspects, Consumption (Economics), Consumers

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