APPAREL PRODUCT DISSATISFACTION AND THE POST-COMPLAINT PROCESS

• Published in: International journal of retail & distribution management Vol. 20; no. 5; p. 15
• Main Authors: Kincade, Doris H, Redwine, Ann, Hancock, Gregory R
• Format: Journal Article
• Language: English
• 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

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...