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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| Published in | International journal of retail & distribution management Vol. 20; no. 5; p. 15 |
|---|---|
| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Bradford
MCB UP Ltd
01.09.1992
Emerald Group Publishing, Ltd Emerald Group Publishing Limited |
| Subjects | |
| Online Access | Get full text |
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| Abstract | 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. |
|---|---|
| AbstractList | 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. 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. The consumer behaviors that 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, were examined. A questionnaire was developed that contained 3 major sections: 1. instrumental performance information about the apparel item, 2. the postcomplaint process, and 3. repurchase behavior. Although a majority of consumers were satisfied with their apparel purchases, one out of 4 had purchased products that failed to provide satisfaction in instrumental performance criteria. Some 43% of the customers experiencing product failure sought redress from the retailer. No respondent sought redress from a manufacturer. Whether or not retailers provided redress to the customer was related to subjects' intentions to repurchase at the store, but not to intentions to repurchase the brand. The occurrence or absence was found to be associated with the customer's satisfaction with the store's redress. |
| Audience | Trade |
| Author | Hancock, Gregory R Redwine, Ann Kincade, Doris H |
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| Cites_doi | 10.1086/208927 10.2307/3151408 10.1177/0887302X8900700202 10.2307/1251003 10.2307/3150499 10.2307/3150182 10.2307/3151443 10.2307/1251330 10.2307/1251688 10.1016/S0363-8111(87)80108-X 10.2307/3149407 10.1086/208978 10.1016/0148-2963(82)90002-9 10.1111/j.1745-6606.1987.tb00204.x 10.1111/j.1745-6606.1985.tb00353.x |
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| Issue | 5 |
| Keywords | Brand loyalty Retail trade USA Customer satisfaction Finance Clothing industry Consumer attitudes Consumer behaviour |
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| References_xml | – volume: 57 start-page: 124 issue: 3 year: 1981 ident: p_3 publication-title: Journal of Retailing – volume: 65 start-page: 516 issue: 4 year: 1989 ident: p_7 publication-title: Journal of Retailing – volume: 56 start-page: 78 issue: 5 year: 1989 ident: p_33 publication-title: American Drycleaner – ident: p_6 doi: 10.1086/208927 – ident: p_13 doi: 10.2307/3151408 – ident: p_9 doi: 10.1177/0887302X8900700202 – ident: p_10 doi: 10.2307/1251003 – ident: p_24 doi: 10.2307/3150499 – volume: 1 start-page: 107 year: 1988 ident: p_30 publication-title: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior – ident: p_23 doi: 10.2307/3150182 – volume: 57 start-page: 86 issue: 3 year: 1981 ident: p_18 publication-title: Journal of Retailing – volume: 31 start-page: 17 issue: 6 year: 1990 ident: p_31 publication-title: Transportation & Distribution – volume-title: Consumer Behavior year: 1983 ident: p_28 – volume-title: symposium, School of Business year: 1977 ident: p_12 – ident: p_29 doi: 10.2307/3151443 – start-page: 50 volume-title: Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior year: 1980 ident: p_19 – ident: p_34 doi: 10.2307/1251330 – volume-title: Holt year: 1973 ident: p_11 – ident: p_35 doi: 10.2307/1251688 – ident: p_27 doi: 10.1016/S0363-8111(87)80108-X – volume: 57 start-page: 4 issue: 3 year: 1981 ident: p_15 publication-title: Journal of Retailing – volume-title: symposium, School of Business year: 1977 ident: p_36 – ident: p_22 doi: 10.2307/3149407 – ident: p_20 doi: 10.1086/208978 – volume: 14 start-page: 223 volume-title: Advances in Consumer Research year: 1987 ident: p_8 – volume-title: Education. Employment. Population. Challenge year: 2000 ident: p_32 – volume-title: Retail Management. A Strategic Approach year: 1989 ident: p_1 – ident: p_17 doi: 10.1016/0148-2963(82)90002-9 – volume: 65 start-page: 27 issue: 1 year: 1989 ident: p_2 publication-title: Journal of Retailing – ident: p_4 doi: 10.1111/j.1745-6606.1987.tb00204.x – volume-title: Marketing Science Institute Conference, MSI year: 1977 ident: p_14 – volume: 66 start-page: 57 issue: 1 year: 1989 ident: p_21 publication-title: Journal of Retailing – volume: 57 start-page: 49 issue: 3 year: 1981 ident: p_25 publication-title: Journal of Retailing – ident: p_26 doi: 10.1111/j.1745-6606.1985.tb00353.x – volume: 57 start-page: 25 issue: 3 year: 1981 ident: p_16 publication-title: Journal of Retailing |
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| Snippet | Examines the consumer behaviours which result when an apparel
product fails and the situations of seeking, receiving, and satisfaction
with redress, in... Examines the consumer behaviours which result when an apparel product fails and the situations of seeking, receiving, and satisfaction with redress, in... The consumer behaviors that result when an apparel product fails and the situations of seeking, receiving, and satisfaction with redress, in relation to the... |
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| StartPage | 15 |
| SubjectTerms | Behavior Brand loyalty Clothing industry Complaints Consumer behavior Consumers Consumption Customer satisfaction Customers Manufacturers Questionnaires Retail industry Retail stores Retailing industry |
| Title | APPAREL PRODUCT DISSATISFACTION AND THE POST-COMPLAINT PROCESS |
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