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
Acceso en línea:https://doaj.org/article/b7e695a09c0c47bb8bcae02102a7fa35
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