The relationship between satisfaction with complaint handling and repurchase intentions : detecting moderating influences in E-tail
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFRGS |
Texto Completo: | http://hdl.handle.net/10183/187992 |
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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Nagel, Mateus de BritoSantos, Cristiane Pizzutti dos2019-01-22T02:36:40Z20171808-2386http://hdl.handle.net/10183/187992001079525This 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.application/pdfporBBR : Brazilian business review. Vitória, ES. Vol. 14, n.5 (2017), p. 510-527Satisfação do consumidorComércio eletrônicoIntenção de compraCliente : Venda : Marketing : SatisfacaoGerenciamento de reclamaçõesMarketing de relacionamentoE-commerceSatisfaction with complaint handlingRepurchase intentionThe relationship between satisfaction with complaint handling and repurchase intentions : detecting moderating influences in E-tailA relaçãoentre a satisfação com o gerenciamento de reclamações e as intenções de recompra : detectando influências moderadoras em E-tailinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/otherinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFRGSinstname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSTEXT001079525.pdf.txt001079525.pdf.txtExtracted Texttext/plain62238http://www.lume.ufrgs.br/bitstream/10183/187992/3/001079525.pdf.txt3e8482094274b76aa51a0ef71029794dMD53001079525-02.pdf.txt001079525-02.pdf.txtExtracted Texttext/plain65767http://www.lume.ufrgs.br/bitstream/10183/187992/4/001079525-02.pdf.txtdd8bed2cbbe797e6e4492fbcb066a99fMD54ORIGINAL001079525.pdfTexto completo (inglês)application/pdf545538http://www.lume.ufrgs.br/bitstream/10183/187992/1/001079525.pdf3e563e18584bf8b05af2bb386b369054MD51001079525-02.pdfTexto completoapplication/pdf570571http://www.lume.ufrgs.br/bitstream/10183/187992/2/001079525-02.pdff041cb7d2f8c6976fddb0f0140e7d7d0MD5210183/1879922019-01-23 02:37:26.256446oai:www.lume.ufrgs.br:10183/187992Repositório de PublicaçõesPUBhttps://lume.ufrgs.br/oai/requestopendoar:2019-01-23T04:37:26Repositório Institucional da UFRGS - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.pt_BR.fl_str_mv |
The relationship between satisfaction with complaint handling and repurchase intentions : detecting moderating influences in E-tail |
dc.title.alternative.pt.fl_str_mv |
A relaçãoentre 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 de Brito Satisfação do consumidor Comércio eletrônico Intenção de compra Cliente : Venda : Marketing : Satisfacao Gerenciamento de reclamações Marketing de relacionamento E-commerce Satisfaction with complaint handling Repurchase intention |
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 de Brito |
author_facet |
Nagel, Mateus de Brito Santos, Cristiane Pizzutti dos |
author_role |
author |
author2 |
Santos, Cristiane Pizzutti dos |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Nagel, Mateus de Brito Santos, Cristiane Pizzutti dos |
dc.subject.por.fl_str_mv |
Satisfação do consumidor Comércio eletrônico Intenção de compra Cliente : Venda : Marketing : Satisfacao Gerenciamento de reclamações Marketing de relacionamento |
topic |
Satisfação do consumidor Comércio eletrônico Intenção de compra Cliente : Venda : Marketing : Satisfacao Gerenciamento de reclamações Marketing de relacionamento E-commerce Satisfaction with complaint handling Repurchase intention |
dc.subject.eng.fl_str_mv |
E-commerce Satisfaction with complaint handling Repurchase intention |
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.issued.fl_str_mv |
2017 |
dc.date.accessioned.fl_str_mv |
2019-01-22T02:36:40Z |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/other |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
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publishedVersion |
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http://hdl.handle.net/10183/187992 |
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1808-2386 |
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001079525 |
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1808-2386 001079525 |
url |
http://hdl.handle.net/10183/187992 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.ispartof.pt_BR.fl_str_mv |
BBR : Brazilian business review. Vitória, ES. Vol. 14, n.5 (2017), p. 510-527 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf |
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