Third party inclusion in consumer complaint processes: Consumers' motivations and expectations

• Main Author: Cannon, James Andrew
• Format: Dissertation
• Language: English
• Published: ProQuest Dissertations & Theses 01.01.2000
• Subjects: Altruism; Attorneys general; Chambers of commerce; Complaints; Consumer attitudes; Consumer behavior; Consumer protection; Consumers; Copyright; Emotions; Hypotheses; Marketing; Mediation; Mediators; Motivation; Perceptions; Power; Procedural justice; Psychology; Small claims courts; Studies; Third party

Consumer complaint behavior involving third parties is an extension of the dyadic complaint situation. Of particular interest are motivators moving consumers to include a third party in a complaint interaction, and consumers' expectations of the third party's impact on the complaint proces...