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Justice theory in online and offline...
~
Harris, Kendra Lorraine.
Justice theory in online and offline complaint satisfaction: An empirical study.
紀錄類型:
書目-電子資源 : 單行本
正題名/作者:
Justice theory in online and offline complaint satisfaction: An empirical study./
作者:
Harris, Kendra Lorraine.
面頁冊數:
222 p.
附註:
Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1032.
Contained By:
Dissertation Abstracts International65-03A.
標題:
Economics, Commerce-Business. -
電子資源:
Download fulltext (下載全文)
ISBN:
0496737813
Justice theory in online and offline complaint satisfaction: An empirical study.
Harris, Kendra Lorraine.
Justice theory in online and offline complaint satisfaction: An empirical study.
- 222 p.
Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1032.
Thesis (Ph.D.)--The George Washington University, 2003.
The purpose of this study is to investigate consumer complaint satisfaction after consumers have complained to a company or business establishment about a product or service. This investigation includes an analysis of traditional complaint behavior (complaints made via phone, face-to-face contact, mail, etc.) as compared to online complaint behavior (complaints made in a web-based environment). The study analyzes the degree to which customers' perceptions of satisfaction with their complaint experience are related to the degree to which they felt the complaint process was fair. A survey design methodology is used for the investigation.
ISBN: 0496737813Subjects--Topical Terms:
1000005548
Economics, Commerce-Business.
Justice theory in online and offline complaint satisfaction: An empirical study.
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Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1032.
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Chair: Marilyn Liebrenz-Himes.
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The purpose of this study is to investigate consumer complaint satisfaction after consumers have complained to a company or business establishment about a product or service. This investigation includes an analysis of traditional complaint behavior (complaints made via phone, face-to-face contact, mail, etc.) as compared to online complaint behavior (complaints made in a web-based environment). The study analyzes the degree to which customers' perceptions of satisfaction with their complaint experience are related to the degree to which they felt the complaint process was fair. A survey design methodology is used for the investigation.
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Consumers' perceived fairness in the complaint process will be measured by using justice theory dimensions (distributive justice, procedural justice and interactional justice). The manifestation of consumers' perceived justice is their post-complaint recovery behavior. This behavior will be measured by analyzing consumers' postpurchase behavior, repurchase intention and word-of-mouth activity, during the postcomplaint recovery process.
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The study is significant for several reasons. First of all, both online environments and traditional complaint environments will be studied. In the past, the level of complaint behavior research that has been done in the online environment has been minimal in comparison to that which has been done in the traditional business environment. Another significant aspect of this study is that it introduces and tests some antecedents to the justice dimensions in an online environment. Finally, the study helps to illuminate the significance of increasing consumer empowerment in commerce, in that independent consumers are erecting web-based complaint forums against specific companies. These complaint forums are an indication of the degree to which mishandled complaints can lead to widespread dissemination of information that can erode a company's customer base and profits.
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Download fulltext (下載全文)
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