Postpurchase consumer evaluations, complaint actions and repurchase behavior
Journal of Economic PsychologyPublished 1 January 1983
Dick A. Francken
Citations31
SJR quartileQ1
SJR score1.33
SNIP1.13
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Abstract
In this article (1) a model of postpurchase evaluation processes is presented. This model is used as a theoretical framework for explaining different kinds of consumer complaint actions. (2) Several hypotheses regarding consumer complaint behavior (actions) are derived and empirically tested. Additionally, (3) the relation between postpurchase evaluation outcomes and subsequent repurchase behavior is specified.
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