The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for onli...

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Autores principales:	Mateus Nagel, Cristiane Pizzutti dos Santos
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2017
Materias:	e commerce satisfaction with complaint handling repurchase intention Business HF5001-6182
Acceso en línea:	https://doaj.org/article/b7e695a09c0c47bb8bcae02102a7fa35
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spelling	oai:doaj.org-article:b7e695a09c0c47bb8bcae02102a7fa352021-11-11T15:48:07ZThe Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail1807-734Xhttps://doaj.org/article/b7e695a09c0c47bb8bcae02102a7fa352017-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123052461004https://doaj.org/toc/1807-734XThis paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.Mateus NagelCristiane Pizzutti dos SantosFUCAPE Business Schoolarticleecommercesatisfaction with complaint handlingrepurchase intentionBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 14, Iss 5, Pp 510-527 (2017)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	e commerce satisfaction with complaint handling repurchase intention Business HF5001-6182
spellingShingle	e commerce satisfaction with complaint handling repurchase intention Business HF5001-6182 Mateus Nagel Cristiane Pizzutti dos Santos The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
description	This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for online shoppers. The authors test five moderating variables of the relationship between SATCOM and RI: relationship quality (relational factor), economic value, alternative attractiveness (marketplace factor), inferred motives and stability of the failure (failure-related factors). To test our hypotheses, we conducted an online survey with e-shoppers and used moderated regression analysis and a bootstrapping procedure. The findings show that all moderators help to explain the nonlinearity between SATCOM and RI. Hence, this study makes theoretical and managerial contributions related to failures in shopping experiences and repurchase intentions in e-tail.
format	article
author	Mateus Nagel Cristiane Pizzutti dos Santos
author_facet	Mateus Nagel Cristiane Pizzutti dos Santos
author_sort	Mateus Nagel
title	The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_short	The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_full	The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_fullStr	The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_full_unstemmed	The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail
title_sort	relationship between satisfaction with complaint handling and repurchase intentions: detecting moderating influences in e-tail
publisher	FUCAPE Business School
publishDate	2017
url	https://doaj.org/article/b7e695a09c0c47bb8bcae02102a7fa35
work_keys_str_mv	AT mateusnagel therelationshipbetweensatisfactionwithcomplainthandlingandrepurchaseintentionsdetectingmoderatinginfluencesinetail AT cristianepizzuttidossantos therelationshipbetweensatisfactionwithcomplainthandlingandrepurchaseintentionsdetectingmoderatinginfluencesinetail AT mateusnagel relationshipbetweensatisfactionwithcomplainthandlingandrepurchaseintentionsdetectingmoderatinginfluencesinetail AT cristianepizzuttidossantos relationshipbetweensatisfactionwithcomplainthandlingandrepurchaseintentionsdetectingmoderatinginfluencesinetail
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The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

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