The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping
碩士 === 南台科技大學 === 企業管理系 === 91 === One of the major purposes for this papper is to investigate the key antecedents of Internet shoppers’ complaint intentions and to study the different antecedent relationships of differnet complaint intentions. The vital purpose is to identify the consumer complaint...
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ndltd-TW-091STUT01210152016-11-22T04:12:33Z http://ndltd.ncl.edu.tw/handle/46601077671162487768 The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping 網路購物抱怨行為分類模式及抱怨意圖前因之研究 Ou, Jung 歐蓉 碩士 南台科技大學 企業管理系 91 One of the major purposes for this papper is to investigate the key antecedents of Internet shoppers’ complaint intentions and to study the different antecedent relationships of differnet complaint intentions. The vital purpose is to identify the consumer complaint behavior of dissatisfied internet shoppers. There are seven variables included in this paper. They are: self-confidence, attitude towards a complaint, prior experience of complaints, product importance, intensity of dissatisfaction, attribution of blame, and expectancy value. This paper hypothesizes that some variables influence complaint intentions directly while some of them influence complaint intentions indirectly via other variables. This paper finds that complaint behavior can be divided into four parts-- no action, private complaint, complaining to business, and complaining to a third party. Furthermore, different kinds of complaint intentions have differnet antecedents. The relationships are summarized as follows: 1.With a higher level of self confidence, there is less possibility of a dissatisfied consumer doing nothing and a greater possibility of making a private complaint or complaining to a business and a third party. 2.With a more positive attitude towards the complaint, there is less possibility for dissatisfied consumers to do nothing and a greater possibility to make private complaints or complain to a business. 3.The more experience there is of complaining to a business or a third party, there is less possibility for a dissatisfied consumer to do nothing and a greater possibility to make private complaints or complain to a business. 4.The greater the perceived importance of the product, the greater the possibility of complaint to the third party. 林義屏 2003 學位論文 ; thesis 97 zh-TW |
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碩士 === 南台科技大學 === 企業管理系 === 91 === One of the major purposes for this papper is to investigate the key antecedents of Internet shoppers’ complaint intentions and to study the different antecedent relationships of differnet complaint intentions. The vital purpose is to identify the consumer complaint behavior of dissatisfied internet shoppers.
There are seven variables included in this paper. They are: self-confidence, attitude towards a complaint, prior experience of complaints, product importance, intensity of dissatisfaction, attribution of blame, and expectancy value.
This paper hypothesizes that some variables influence complaint intentions directly while some of them influence complaint intentions indirectly via other variables.
This paper finds that complaint behavior can be divided into four parts-- no action, private complaint, complaining to business, and complaining to a third party. Furthermore, different kinds of complaint intentions have differnet antecedents. The relationships are summarized as follows:
1.With a higher level of self confidence, there is less possibility of a dissatisfied consumer doing nothing and a greater possibility of making a private complaint or complaining to a business and a third party.
2.With a more positive attitude towards the complaint, there is less possibility for dissatisfied consumers to do nothing and a greater possibility to make private complaints or complain to a business.
3.The more experience there is of complaining to a business or a third party, there is less possibility for a dissatisfied consumer to do nothing and a greater possibility to make private complaints or complain to a business.
4.The greater the perceived importance of the product, the greater the possibility of complaint to the third party.
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author2 |
林義屏 |
author_facet |
林義屏 Ou, Jung 歐蓉 |
author |
Ou, Jung 歐蓉 |
spellingShingle |
Ou, Jung 歐蓉 The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
author_sort |
Ou, Jung |
title |
The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
title_short |
The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
title_full |
The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
title_fullStr |
The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
title_full_unstemmed |
The Classification of Complaint Behavior and the Key Antecedents of Complaint Intentionon on Internet Shopping |
title_sort |
classification of complaint behavior and the key antecedents of complaint intentionon on internet shopping |
publishDate |
2003 |
url |
http://ndltd.ncl.edu.tw/handle/46601077671162487768 |
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