Examines the consumer behaviours which result when an apparel product fails and the situations of seeking, receiving, and satisfaction with redress, in relation to the consumer′s intent to repurchase a brand and to revisit a store. Results indicate a definite relationship and have direct...

Purpose – The purpose of this paper is to develop an integrated model to comprehensively understand the determinants of customers' intention to complain to firms and their effects on complaint intentions. Design/methodology/approach – The research adopted a systematic sampling method and...

Deals with the success of relationship marketing in the private banking sector. A comprehensive literature review of relationship marketing was undertaken. A study was undertaken among a sample of 118 high net worth individuals, 53 with personal bankers, and 65 without, to establish whether...

Purpose – This paper aims to underline the effects of shopping value on customer satisfaction and to determine its antecedent variables. Design/methodology/approach – A qualitative survey through interviews with hypermarket customers was first carried out. It was followed by a quantitative...

Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with...

Purpose – To examine the effect of utilitarian and hedonic shopping benefits on customer satisfaction, loyalty, and word of mouth communication in a retail branded context. Design/methodology/approach – A sample of young adult consumers ( N =276) was surveyed using a self‐administered...

In the 1990s many companies have acknowledged the critical importance of being customer‐oriented. However, as retailers contemplate the higher costs and higher revenues of increased customer service levels, they need to understand the relative importance to consumers of various aspects of...