کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1028166 942282 2011 10 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Customer response to dissatisfaction: A synthesis of literature and conceptual framework
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
Customer response to dissatisfaction: A synthesis of literature and conceptual framework
چکیده انگلیسی

Business-to-business customers who are dissatisfied with services or products may respond by voicing complaints, by exiting the transaction relationships, by spreading negative word-of-mouth (WOM) about their experiences, and/or by continuing the transactional relationships as they are. The authors synthesize extant customer (dis)satisfaction response behaviors in the organizational buyer behavior literature, and discuss within-firm and third-party recipients of voicing and negative WOM. A model of customer response behavior is disclosed featuring possible influences of exit, voice, loyalty, and negative WOM: number of alternative suppliers, past complaint response behavior, number of years in relationship, and type of purchase. Propositions are provided on the effects of influence variables on response behavior relationships.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Industrial Marketing Management - Volume 40, Issue 1, January 2011, Pages 118–127
نویسندگان
, ,