The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

Detalhes bibliográficos
Autor(a) principal: Nagel, Mateus
Data de Publicação: 2017
Outros Autores: Santos, Cristiane Pizzutti dos
Tipo de documento: Artigo
Idioma: eng
por
Título da fonte: BBR. Brazilian Business Review (English edition. Online)
Texto Completo: http://www.bbronline.com.br/index.php/bbr/article/view/65
Resumo: This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.
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spelling The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-TailA Relação entre a Satisfação com o Gerenciamento de Reclamações e as Intenções de Recompra: Detectando Influências Moderadoras em E-TailE-commerceSatisfaction with complaint handlingRepurchase intentionComércio eletrônicoSatisfação com gerenciamento de reclamaçõesIntenção de recompraThis paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.Este artigo examina quais fatores afetam a relação entre a satisfação dos consumidores com o gerenciamento de reclamações e as intenções de recompra. Apresenta-se uma estrutura conceitual que explica por que a satisfação com o gerenciamento de reclamações (SATCOM) não necessariamente conduz à intenção de recompra (IR) por consumidores online. Os autores testam cinco variáveis moderadoras da relação entre SATCOM e IR: qualidade de relacionamento (fator relacional), valor econômico, atratividade das alternativas (fator de mercado), motivos inferidos e estabilidade da falha (fatores relacionados à falha). Para testar as hipóteses do estudo, realizou-se uma pesquisa online com e-shoppers e foi utilizada a análise de regressão moderada e o procedimento de bootstrapping. Os resultados mostram que todos os moderadores ajudam a explicar a não linearidade entre SATCOM e RI. Assim, este estudo faz contribuições teóricas e gerenciais relacionadas a falhas em experiências de compras e intenções de recompra no varejo online.  FUCAPE Business Shool2017-09-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleArtigo revisado pelos paresapplication/pdfapplication/pdfhttp://www.bbronline.com.br/index.php/bbr/article/view/6510.15728/bbr.2017.14.5.4Brazilian Business Review; Vol. 14 No. 5 (2017): September to Octomber 2017; 510-527Brazilian Business Review; v. 14 n. 5 (2017): Setembro a Outubro de 2017; 510-5271808-23861807-734Xreponame:BBR. Brazilian Business Review (English edition. Online)instname:Fucape Business School (FBS)instacron:FBSengporhttp://www.bbronline.com.br/index.php/bbr/article/view/65/100http://www.bbronline.com.br/index.php/bbr/article/view/65/101Nagel, MateusSantos, Cristiane Pizzutti dosinfo:eu-repo/semantics/openAccess2018-10-31T19:02:37Zoai:ojs.pkp.sfu.ca:article/65Revistahttps://www.bbronline.com.br/index.php/bbr/indexONGhttp://www.bbronline.com.br/index.php/bbr/oai|| bbronline@bbronline.com.br1808-23861808-2386opendoar:2018-10-31T19:02:37BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)false
dc.title.none.fl_str_mv The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
A Relação entre a Satisfação com o Gerenciamento de Reclamações e as Intenções de Recompra: Detectando Influências Moderadoras em E-Tail
title The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
spellingShingle The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
Nagel, Mateus
E-commerce
Satisfaction with complaint handling
Repurchase intention
Comércio eletrônico
Satisfação com gerenciamento de reclamações
Intenção de recompra
title_short The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_full The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_fullStr The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_full_unstemmed The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_sort The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
author Nagel, Mateus
author_facet Nagel, Mateus
Santos, Cristiane Pizzutti dos
author_role author
author2 Santos, Cristiane Pizzutti dos
author2_role author
dc.contributor.author.fl_str_mv Nagel, Mateus
Santos, Cristiane Pizzutti dos
dc.subject.por.fl_str_mv E-commerce
Satisfaction with complaint handling
Repurchase intention
Comércio eletrônico
Satisfação com gerenciamento de reclamações
Intenção de recompra
topic E-commerce
Satisfaction with complaint handling
Repurchase intention
Comércio eletrônico
Satisfação com gerenciamento de reclamações
Intenção de recompra
description This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.
publishDate 2017
dc.date.none.fl_str_mv 2017-09-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Artigo revisado pelos pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/65
10.15728/bbr.2017.14.5.4
url http://www.bbronline.com.br/index.php/bbr/article/view/65
identifier_str_mv 10.15728/bbr.2017.14.5.4
dc.language.iso.fl_str_mv eng
por
language eng
por
dc.relation.none.fl_str_mv http://www.bbronline.com.br/index.php/bbr/article/view/65/100
http://www.bbronline.com.br/index.php/bbr/article/view/65/101
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv FUCAPE Business Shool
publisher.none.fl_str_mv FUCAPE Business Shool
dc.source.none.fl_str_mv Brazilian Business Review; Vol. 14 No. 5 (2017): September to Octomber 2017; 510-527
Brazilian Business Review; v. 14 n. 5 (2017): Setembro a Outubro de 2017; 510-527
1808-2386
1807-734X
reponame:BBR. Brazilian Business Review (English edition. Online)
instname:Fucape Business School (FBS)
instacron:FBS
instname_str Fucape Business School (FBS)
instacron_str FBS
institution FBS
reponame_str BBR. Brazilian Business Review (English edition. Online)
collection BBR. Brazilian Business Review (English edition. Online)
repository.name.fl_str_mv BBR. Brazilian Business Review (English edition. Online) - Fucape Business School (FBS)
repository.mail.fl_str_mv || bbronline@bbronline.com.br
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