Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework

dc.contributor.authorDonoghue, Sune
dc.contributor.authorDe Klerk, Helena Maria
dc.contributor.emailsune.viljoen@up.ac.zaen
dc.date.accessioned2007-06-29T09:18:34Z
dc.date.available2007-06-29T09:18:34Z
dc.date.issued2006
dc.description.abstractThe concept of consumer dissatisfaction, Landon’s taxonomy of consumer complaint behaviour, consumer-specific variables and product-specific variables related to complaining, as well as Weiner’s attribution theory are all integrated to develop a theoretical framework for studying consumers’ complaint behaviour concerning their dissatisfaction with the functional and/or symbolic performance failure of major electrical household appliances.en
dc.format.extent247974 bytes
dc.format.mimetypeapplication/pdf
dc.identifier.citationDonoghue, S & De Klerk, HM 2006, 'Dissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual framework', Journal of Family Ecology and Consumer Sciences, vol. 34, pp. 41-55. [http://www.up.ac.za/saafecs/]en
dc.identifier.issn0378-5254
dc.identifier.urihttp://hdl.handle.net/2263/2843
dc.language.isoenen
dc.publisherSouth African Association of Family Ecology and Consumer Sciencesen
dc.rightsSouth African Association of Family Ecology and Consumer Sciencesen
dc.subjectConsumer dissatisfactionen
dc.subjectCausal attributionen
dc.subjectFunctionalen
dc.subjectSymbolic performance failureen
dc.subject.lcshConsumer complaints
dc.subject.lcshConsumers -- Attitudes
dc.subject.lcshConsumer behavior
dc.subject.lcshElectric apparatus and appliances -- Quality
dc.subject.lcshHousehold appliances, Electric -- Quality
dc.subject.lcshPerformance -- Evaluation
dc.subject.lcshProducts liability
dc.titleDissatisfied consumers’ complaint behaviour concerning product failure of major electrical household appliances – a conceptual frameworken
dc.typeArticleen

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