The Role of Public and Private Complaining in Satisfaction With Problem Resolution  

Oleh:

Bearden, William O. ; Oliver, Richard L.

Jenis: Article from Bulletin/Magazine
Dalam koleksi: The Journal of Consumer Affairs vol. 19 no. 2 (1985), page 222-240.
Topik: public; public; private; satisfaction; problem resolution

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The results of a two - phase panel study were used to investigate the relationships among satisfaction with complaint resolution, reports of public and private complaining, and hypothesized antecedents of complaint behaviour. Path analysis of a theoretical model of complaint behaviour suggested that the degree of public complaining was positively related to satisfaction with the eventual outcome of the problem while the extent of private complaining had a significant negative relationship. Analysis of the antecedents showed that only monetary cost associated with the problem was positively related to both public and private complaints, underscoring the difficulty of predicting complaining from personal characteristics.

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