Shoppers Scorned

Shoppers Scorned
Автор
 
Год
 
Страниц
 
204
ISBN
 
9783639091496
Категория
 
Новые поступления

Описание:

In recent years the popular press has documented increasing levels of consumer dissatisfaction. Previous research has shown that dissatisfaction coupled with anger can intensify consumer responses. Despite the plethora of work conducted in the area of (dis)satisfaction, questions remain of when and why consumers choose to respond. This research examines the causes of consumer anger and the consequences of it on behavioral decisions and future consumer usage of firm services andproducts. This study explores the causes of consumer anger using a qualitative technique and then examines the consequences using a quantitative method. The results of this study show that angering customers comes with significant consequences. This research shows that while many consumers did decide to terminate their relationships with firms a significant number of consumers who had prior relationships with firms chose to stay and still punished the firm for the anger evoking incident by reducing or...

Похожие книги

Psychiatric and Neurologic Aspects of WarPsychiatric and Neurologic Aspects of War
Автор: Jack D. Barchas
Год: 2010