APPAREL PRODUCT DISSATISFACTION AND THE POST-COMPLAINT PROCESS

Examines the consumer behaviours which result when an apparel product fails and the situations of seeking, receiving, and satisfaction with redress, in relation to the consumer′s intent to repurchase a brand and to revisit a store. Results indicate a definite relationship and have direct financial i...

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Bibliographic Details
Published inInternational journal of retail & distribution management Vol. 20; no. 5; p. 15
Main Authors Kincade, Doris H, Redwine, Ann, Hancock, Gregory R
Format Journal Article
LanguageEnglish
Published Bradford MCB UP Ltd 01.09.1992
Emerald Group Publishing, Ltd
Emerald Group Publishing Limited
Subjects
Behavior
Brand loyalty
Clothing industry
Complaints
Consumer behavior
Consumers
Consumption
Customer satisfaction
Customers
Manufacturers
Questionnaires
Retail industry
Retail stores
Retailing industry
Brand loyalty
Retail trade
USA
Customer satisfaction
Finance
Clothing industry
Consumer attitudes
Consumer behaviour
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Summary:Examines the consumer behaviours which result when an apparel product fails and the situations of seeking, receiving, and satisfaction with redress, in relation to the consumer′s intent to repurchase a brand and to revisit a store. Results indicate a definite relationship and have direct financial implications for retailers and apparel manufacturers.
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ISSN:0959-0552
1758-6690
DOI:10.1108/09590559210018268