Shoppers are not happy, survey finds
- The sales behind the scowl. Hren, Gary // Marketing Tools;Mar/Apr96, Vol. 3 Issue 2, p14
Posits that complaining customers may be a business' best customer. Burke CSA's study of department store shoppers; Complaining customers as store's most loyal patrons; Improvement of service by using the information provided by concerned customers.
- REPORT OF THE (EX3) MARKET CONDUCT SURVEILLANCE TASK FORCE WORKING GROUP ON CONSUMER COMPLAINT ANALYSIS. // Journal of Insurance Regulation;Mar85, Vol. 3 Issue 3, p315
Presents the report of the market conduct surveillance task force working group on consumer complaint analysis. Focus of the project; Discussion of the complaint ratios; Details of the development of an index from ratios.
- THE EFFECTIVENESS OF COMPENSATION GIVEN TO COMPLAINING CONSUMERS: IS MORE BETTER? Garrett, Dennis E. // Journal of Consumer Satisfaction, Dissatisfaction & Complaining ;1999, Vol. 12, p26
Studies the impact of compensation offered by consumer products companies on complaining consumers. Amounts of compensation; Impact of compensations on consumers' repeat purchase intentions; Consumers' degree of satisfaction with a company's compensation offer.
- The Relationship Between Customer Complaints to the Firm and Subsequent Exit Behavior. Bolton, Ruth N.; Bronkhorst, Tina M. // Advances in Consumer Research;1995, Vol. 22 Issue 1, p94
Investigates the influence of customers' complaints to a service firm with their subsequent decision to exit from a relationship with the firm. Three facets of the relationship between complaints and exit behavior.
- CATASTROPHE THEORY AS A MODEL FOR DESCRIBING CONSUMER BEHAVIOR. Oliva, Terence A.; Burns, Alvin C. // Advances in Consumer Research;1978, Vol. 5 Issue 1, p273
Consumer behavior models do not have mechanisms to handle divergent and discontinuous behavior. Rene Thom's Catastrophe Theory seems to be a promising means for modeling such phenomena. This paper describes the cusp catastrophe and illustrates how it can describe consumer adoption and consumer...
- How to complain--and get results. Pollan, Stephen M.; Levine, Mark // Good Housekeeping;Jun96, Vol. 222 Issue 6, p83
Describes several steps to help a consumer assert himself and get results by complaining effectively. Confrontation about minor matters; Personal presence to make the complaint acted upon; Suggestions for dealing with unresponsive professionals.
- SERVICE RECOVERY COMPENSATION: DO WE REALLY KNOW WHAT WE THINK WE KNOW? Davidow, Moshe // AMA Winter Educators' Conference Proceedings;2002, Vol. 13, p160
The field of service recovery and customer complaint behavior has been relatively well researched over the years, at least from the perspective of the customer. Unfortunately, the implications of service recovery for organizations has been examined far less often. Yet, how an organization...
- How To â€¦ Get A Big Company To Listen To Your Complaint. // Wired;Dec2011, Vol. 19 Issue 12, p47
The article suggests ways to compel companies to listen to customer complaints.
- Spreading the worst. Smith, Wendy; O'Riley, Mary Kate // Director;Oct2001, Vol. 55 Issue 3, p34
Deals with consumer complaints. Illustrative example; Reasons that trigger consumer complaints; Measures to address consumer complaints.