When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates

1996/09/01 by J. Singh, Jagdip Singh, R. E. Wilkes +1 · 1 citation
Business, Management and Accounting · #Customer Service Quality and Loyalty #Consumer Behavior in Brand Consumption and Identification #Consumer Retail Behavior Studies

paper · doi:10.1177/0092070396244006

Citations

• Conventional wisdom on measurement: A structural equation perspective.
• Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
• A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process

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• “Voice Within Voice”: Members’ Voice Responses to Dissatisfaction with Their Union