The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures

dc.contributor.advisorJacobs, B.M. (Bertha Margaretha)
dc.contributor.coadvisorDonoghue, Sune
dc.contributor.emailrutmeijer123@gmail.comen_ZA
dc.contributor.postgraduateMeijer, Rut
dc.date.accessioned2021-02-10T15:37:53Z
dc.date.available2021-02-10T15:37:53Z
dc.date.created2021-05
dc.date.issued2020-11
dc.descriptionDissertation (MSc Consumer Science (Clothing Retail Management))--University of Pretoria, 2020.en_ZA
dc.description.abstractConsumers are becoming more demanding about the quality of service delivery (Kaur & Sharma, 2015) and therefore delivering exceptional service has become vital for retailers to stay competitive (Chan, Ha, Lee, Yung & Ling, 2016). Since the emergence of democracy in South Africa in 1994, the South African clothing retail industry has been flooded with international retailers (PWC, 2016). Consequently, consumers have a much wider variety of products and stores to choose from. However, the substantial number of local and international retailers in the South African retail landscape has led to an increase in competition; making it more important for clothing retailers to differentiate themselves from other retailers, improve service delivery, and ensure that they achieve customer satisfaction (Euromonitor, 2017; PWC, 2012). Wilson (2019), states that with increased competition, retailers need to be proactive and be quick to respond to the newest trends, consumer needs, and technology in this fast-paced, evolving industry (Wilson, 2019). Providing quality customer service should be seen as an essential tool for retailers in maintaining customer satisfaction and building long-lasting relationships (Kaur & Sharma, 2015).en_ZA
dc.description.availabilityUnrestricteden_ZA
dc.description.degreeMsc Consumer Science (Clothing Retail Management)en_ZA
dc.description.departmentConsumer Scienceen_ZA
dc.identifier.citation*en_ZA
dc.identifier.otherS2019en_ZA
dc.identifier.urihttp://hdl.handle.net/2263/78409
dc.language.isoenen_ZA
dc.publisherUniversity of Pretoria
dc.rights© 2019 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria.
dc.subjectUCTDen_ZA
dc.subjectConsumer Complaint Behaviouren_ZA
dc.titleThe relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failuresen_ZA
dc.typeDissertationen_ZA

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