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

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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Bibliographic Details
Main Authors: Mateus Nagel, Cristiane Pizzutti dos Santos
Format: Article
Language:English
Published: FUCAPE Business School 2017-01-01
Series:BBR: Brazilian Business Review
Subjects:
e
commerce
satisfaction with complaint handling
repurchase intention
Online Access:http://www.redalyc.org/articulo.oa?id=123052461004
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