Consumers' anger and coping strategies following appraisals of appliance failure

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dc.contributor.author Donoghue, Sune
dc.contributor.author De Klerk, Helena Maria
dc.date.accessioned 2013-07-19T13:20:54Z
dc.date.available 2014-03-03T00:20:03Z
dc.date.issued 2013-03
dc.description.abstract With the disconfirmation paradigm, Day and Landon's taxonomy of complaint behaviour, and the cognitive appraisal theory developed by Lazarus and colleagues as theoretical approach, this study explored and described consumers' anger and coping strategies following appraisals of appliance failure. In addition, consumers' reasons for engaging in particular complaint behavioural responses were investigated in terms of the cognitive and emotional types of reasoning underlying the different coping behaviours. A cross-sectional survey was conducted among consumers who were dissatisfied with the performance of a major household appliance item and who resided in a major metropolitan area in South Africa. A self-administered questionnaire was distributed by means of convenience sampling, which generated 216 usable responses. The results emphasize the importance of understanding consumers' reasoning behind their choice of a specific coping strategy. Respondents who took formal complaint action engaged in problem-focused coping and those who took private action engaged in emotion-focused coping and avoidance coping. Those who took no action experienced lower levels of anger. en_US
dc.description.librarian hb2013 en_US
dc.description.uri http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1470-6431 en_US
dc.identifier.citation Donoghue, S & De Klerk, HM 2013, 'Consumers’ anger and coping strategies following appraisals of appliance failure', International Journal of Consumer Studies, vol. 37, no. 2, pp. 214-221. en_US
dc.identifier.issn 1470-6423 (print)
dc.identifier.issn 1470-6431 (online)
dc.identifier.other 10.1111/j.1470-6431.2012.01106.x
dc.identifier.uri http://hdl.handle.net/2263/21996
dc.language.iso en en_US
dc.publisher Wiley-Blackwell en_US
dc.rights © 2012 Blackwell Publishing Ltd.The definite version is available at http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1470-6431. en_US
dc.subject Cognitive appraisal theory en_US
dc.subject Appliance failure en_US
dc.subject Appraisals en_US
dc.subject Anger en_US
dc.subject Coping strategies en_US
dc.subject Complaint behaviour en_US
dc.title Consumers' anger and coping strategies following appraisals of appliance failure en_US
dc.type Postprint Article en_US


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