Consumer Satisfaction and Repatronage Intentions Following a Business Failure: The Importance of Perceived Control with an Organizational Complaint

被引：10
|
作者：
Bolkan, San [1 ]
Goodboy, Alan K. [2 ]
Daly, John A. [3 ,4 ,5 ,6 ]
机构：
[1] Calif State Univ Long Beach, Dept Commun Studies Calif, 1250 Bellflower Blvd MS2009 AS350, Long Beach, CA 90840 USA
[2] Bloomsburg Univ Penn, Dept Commun Studies, Bloomsburg, PA 17815 USA
[3] Univ Texas Austin, Commun, Austin, TX 78712 USA
[4] Univ Texas Austin, Management, Austin, TX 78712 USA
[5] Univ Texas Austin, Pharm, Austin, TX 78712 USA
[6] Univ Texas Austin, Inst IC2, Austin, TX 78712 USA
来源：
COMMUNICATION REPORTS | 2010年 / 23卷 / 01期
关键词：
Complaint; Consumer; Control; Organization; Satisfaction;
D O I：
10.1080/08934211003598767
中图分类号：
G2 [信息与知识传播];
学科分类号：
05 ; 0503 ;
摘要：
The purpose of this study was to examine consumers' perceptions of control regarding complaints to organizations. Participants were 134 people recruited to write genuine letters of complaint to organizations that had recently failed them. Consumers' perceptions of their communicative control were examined as they related to satisfaction with organizational recovery efforts and intent to do business with organizations in the future. Results indicated that providing evidence that a person made an impact on an organization through his or her complaint led to increased satisfaction with an organizational response and higher intent to do business with an organization in the future.
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收藏
页码：14 / 25
页数：12
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