Determinants of Consumers’ Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients

Abstract

A dissatisfied consumer's decision to seek redress from third parties has significant implications for society in general and the focal industry in particular, yet little is known about why consumers choose such actions. To address this gap, a generalizable, comprehensive, and testable model of the processes that result in consumers’ decisions (not) to engage in one or more third party actions is developed. In addition, results from an empirical investigation of a portion of the proposed model are presented. The empirical model explains 65 percent of the variance in the dependent construct. Several implications and avenues for future research are discussed.