Selected Determinants of Consumer Satisfaction and Complaint Reports
Open Access
- 1 February 1983
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing Research
- Vol. 20 (1) , 21-28
- https://doi.org/10.1177/002224378302000103
Abstract
Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consumer satisfaction. The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction, and suggest that complaint activity may be included in satisfaction/dissatisfaction research as suggested by earlier descriptions of consumer complaining behavior.Keywords
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