When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

  title={When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates},
  author={Jagdip Singh and Robert E. Wilkes},
  journal={Journal of the Academy of Marketing Science},
When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a… Expand
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