Title

Dissatisfied Consumers Who Complain To The Better Business Bureau

Keywords

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

Abstract

Very little prior research has analyzed the behavior of dissatisfied consumers who complain to the Better Business Bureau (BBB). Therefore, interviews were conducted with dissatisfied consumers who filed complaints with the BBB against companies in three industries - auto dealers, dry cleaners, and home construction. The results reveal significant gaps between dissatisfied consumers' resolution preferences and companies ' resolution offers. Further, the results highlight the highly negative word-of-mouth communication activity and repeat purchase intentions of dissatisfied consumers who complain to the BBB. Based on these data, complaint resolution recommendations are provided to improve customer service managers' handling of dissatisfied consumers.

Publication Date

1-1-1999

Publication Title

Journal of Consumer Marketing

Volume

16

Issue

6

Number of Pages

576-589

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/07363769910297515

Socpus ID

0346364292 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0346364292

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