TY  - JOUR
AB  - The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.
VL  - 20
IS  - 4
SN  - 0736-3761
DO  - 10.1108/07363760310483702
UR  - https://doi.org/10.1108/07363760310483702
AU  - Kim Chulmin
AU  - Kim Sounghie
AU  - Im Subin
AU  - Shin Changhoon
PY  - 2003
Y1  - 2003/01/01
TI  - The effect of attitude and perception on consumer complaint intentions
T2  - Journal of Consumer Marketing
PB  - MCB UP Ltd
SP  - 352
EP  - 371
Y2  - 2024/09/19
ER  -