Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior

Article Abstract:

This article reports the development of a theoretical model of consumer complaint behavior by using cognitive appraisal theory as its foundation. Because of its importance to management and lack of attention in the marketing literature, specific emphasis is placed on the phenomenon of noncomplaining and the role of consumer emotion in dissatisfying marketplace experiences. The model presents cognitive appraisal as the key element in the evaluation of consumer threat and harm, which subsequently may result in psychological stress. Stressful appraisal outcomes are suggested to elicit emotive reactions in the type of coping strategy used by the consumer. Three coping strategies (problem focused, emotion focused, and avoidance) are identified and discussed. Key propositions are illustrated by using in-depth interview data from a sample of older female consumers. (Reprinted by permission of the publisher.)

Analysis, Consumer complaints, Compliance, Compliance (Psychology)

---

A proposed model of external consumer information search

Article Abstract:

An enduring interest in consumer behavior is the investigation of external prepurchase information search. Past research has identified a large number of factors that have been found to influence the extent of information search. The purposes of this article are to summarize the external information search literature and then develop a more parsimonious model of information search. Specifically, we propose that the effects of these antecedents of information search are mediated by four variables: ability, motivation, costs, and benefits. This model integrates the psychological search literature by incorporating ability and motivation to search for information and the economic paradigm that centers on the perceived costs and benefits of information search. Propositions are developed based on this comprehensive model for future testing. (Reprinted by permission of the publisher.)

Information management, Online searching, Searching behavior

---

The reconciliation of humanism and positivism in the practice of consumer research: a view from the trenches

Article Abstract:

Comsumer researchers commonly assert that humanism differs from positivism (what is referred to here as naturalism) on a number of dimensions. However, it is shown here that once terminological differences and methodological similarities are recognized, the remaining differences between humanism and naturalism within consumer research are few. While arguments persist at the philosophical extremes, it appears that practicing researchers have achieved considerable reconciliation. (Reprinted by permission of the publisher.)

Social aspects, Research, Marketing research, Market research, Positivism, Humanism

Similar abstracts:

• Abstracts: How do financial analysts make decisions? A process model of the investment screening decision
• Abstracts: Do asset fire sales exist? An empirical investigation of commercial aircraft transactions. Relative pricing of Eurodollar futures and forward contracts
• Abstracts: Domestic markets and international competitiveness: generic and product-specific competencies in the engineering sector
• Abstracts: Formulating the right response. Pressures, opportunities, consequences. Keep your software on the right side of the law
• Abstracts: Supermarkets and suppliers in the United Kingdom: system integration, information and control(Studies of Information Flows in Interorganizational Networks)

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.