In this nationwide survey, consumers over the age of 65 reported their reactions to a recalled unsatisfactory complaint experience that involved a service rendered. The study focused on the possible link between attributions of complainants for failure to obtain desired outcomes and subsequent behaviors. Inferences about causes and some demographic characteristics were found useful for explaining variation in anger reactions, negative word-of-mouth communications, repurchase behaviors, and estimations of the likelihood of future complaint actions among sampled seniors. Implications of results in terms of effective complaint handling by service organizations are discussed.
Laforge, Mary C. and Cantrell, R. Stephen
"An Analysis of Mature Consumers' Reactions to Unsatisfactory Complaint Handling by Service Provider,"
Visions in Leisure and Business: Vol. 9
, Article 4.
Available at: https://scholarworks.bgsu.edu/visions/vol9/iss4/4