The Vicious Circle of Consumer Complaints
The Vicious Circle of Consumer Complaints
复制标题
消费者投诉的恶性循环
DOI：
10.1177/002224298404800307
复制
发表时间：
1984
影响因子：
12.9
通讯作者：
R. Westbrook
中科院分区：
文献类型：
--
作者：
C. Fornell;R. Westbrook
人们对组织如何回应消费者投诉知之甚少。本文提出了一个过程，即增加消费者投诉的比例导致组织抑制的单位接受投诉，随后有助于投诉的进一步增加，由于不作为的营销管理。这一恶性循环在两项独立的研究中得到了检验，为它的存在提供了支持。
Little is known about how organizations respond to consumer complaints. This paper suggests a process whereby increasing consumer complaint proportions leads to organizational suppression of the unit receiving the complaints, which subsequently contributes to a further increase in complaints due to inaction by marketing management. This vicious circle is tested in two independent studies which provide support for its existence.