Metrika

  • citati u SCIndeksu: 0
  • citati u CrossRef-u:[3]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:2
  • preuzimanja u poslednjih 30 dana:0

Sadržaj

članak: 1 od 1  
Serbian Journal of Management
2014, vol. 9, br. 1, str. 71-89
Empirijska analiza razloga nezadovoljstva kupaca i razlozi zbog kojih kupci pokazuju nezadovoljstvo
Mahapatra Narayan Satya
Department of Management Studies, Deenbandhu Chhotu Ram University of Science & Technology, Murthal, India

e-adresa: snm986@gmail.com
Ključne reči: Analiza razloga; kupci; nezadovoljstvo; podnošenje; rezonovanje
Sažetak
Nezadovoljstvo kupaca je još predmet interesa i izazov za sprovođenje akademskog istraživanja. Zbog toga, u ovom radu su učinjeni napori da se pronađe mogući razlog nezadovoljstva kupaca i razlog zbog kojeg kupci pokazuju nezadovoljstvo. Proučavanje je sprovedeno u Dehradunu, glavnom gradu Utarakanda (Indija) gde su popunjena 212 upitnika od strane ispitanika (muškaraca i žena) različitih godina, prihoda, zanimanja i različitih obrazovnih struktura. Preliminarni podaci sakupljeni od ispitanika analizirani su da bi se definisale jednačine empirijskog istraživanja.Dobijeni rezultati faktorske analize i korelacione matrice, pokazali su da su briga kompanije o kupcima, očekivanja kupaca i posvećenost brendu glavni uzroci za potencijalno nezadovoljstvo kupaca. Takođe, rad je pokazao određene činjenice o razlozima zašto kupci pokazuju ali i podnose nezadovoljstvo. Mnogo puta kupci ne prijavljuju svoje nezadovoljstvo i ne pokreću akcije nezadovoljstva, umesto toga oni podnose nezadovoljstvo. Usluge koje prate proizvode, garancija i vremenski faktor su razlozi zbog kojih kupci izdržavaju nezadovoljstvo. Zaključci ovog rada će pomoći u rešavanju aspekata nezadovoljstva kupaca prema kompanijama i ojačaće same kompanije u razumevanju zbog čega kupci podnose nezadovoljstvo.
Reference

Anderson, R.E. (1971) Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. University of Florida, Ph. D. Dissertation

Andreasen, A.R., Best, A. (1977) Consumer Complain-Does Business Respond?. Harvard Business Review, 55:94-104

3

Beh, L., Loo, L. (2013) Human resource management best practices and firm performance: A universalistic perspective approach. Serbian Journal of Management, vol. 8, br. 2, str. 155-167

Bell, C.R., Zemke, R.E. (1987) Service Breakdown: the Road to Recovery. Management Review, 32-35, October

Bloemer, J., Brijs, T., Swinnen, G., Vanhoof, K. (2002) Identifying latently dissatisfied customers and measures for dissatisfaction management. International Journal of Bank Marketing, 20(1): 27-37

Cho, Y., Im, I., Fjermestad, J., Hiltz, S.R. (2003) The impact of product category on customer dissatisfaction in cyberspace. Business Process Management Journal, 9(5): 635-651

1

Davidow, W.H., Uttal, B. (1989) Total Customer Service. New York: Harper Perennial

1

Day, R.L. (1984) Modeling Choices Among Alternative Responses to Dissatisfaction. u: Kinear Thomas C. [ur.] Advances in Consumer Research, Provo, UT: Association for Consumer Research, 496-499, 11th

Day, R.L. (1983) The Next Step: Commonly Accepted Constructs for Satisfaction Research. u: Day Ralph L., Hunt Keith H. [ur.] International Fare in Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 113-117

Day, R.L., Ash, S.B. (1979) Consumer Response to Dissatisfaction with Durable Products. u: Wilkie William L. [ur.] Advances in Consumer Research, Ann Abor: Association for Consumer Research, 438-444, 6th

Day, R.L., Ash, S.B. (1978) Comparison of Patterns of Satisfaction/Dissatisfaction and Complaining Behavior for Durables, NonDurables and Services, Proceeding of the Consumer Satisfaction/Dissatisfaction & Complaining Behavior. u: Day Ralph L., Hunt Keith H. [ur.] Proceeding of the Consumer Satisfaction/Dissatisfaction & Complaining Behavior: New Dimensions of Consumer Satisfaction and Complaining Behavior, October 5-6, 190-195

Day, R.L., Bodur, M. (1978) Consumer Response to Dissatisfaction with Services and Intangible Products. u: Keith Hunt H. [ur.] Advances in Consumer Research, Association for Consumer Research, 263-272, 5th

Dick, A.A., Hausknecht, D.R., Wilkie, W.L. (1995) Consumer Durable Goods: A Review of Post-Purchase Issues, Journal of Consumer Satisfaction. Dissatisfaction and Complaining Behavior, 8:111-123

Fitzpatrick, M., Friend, L., Costley, C. (2004) Dissatisfaction and Distrust. Journal of Consumer Satifaction, Dissatisfaction and Complaining Behavior, 17:117-129

Fornell, C. (1976) Consumer Input for Marketing Decision: A Study of Corporate Departments for Consumer Affairs. New York: Praeger

1

Fornell, C., Wernerfelt, B. (1987) Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research, 24(4): 337-346

Fornell, C., Nicholas, D.M. (1980) Economic Constraints on Consumer Complaining Behavior. u: Olson Jerry C. [ur.] Advances in Consumer Research, Ann Abor: Association for Consumer Research, 318-323, 7th

Gilly, M.C. (1979) Complaining consumers and the concept of expectations. u: Day Ralph L. [ur.] Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Bloomington, IN: Indiana University, 35-43

Greyser, S.A. (1976) Introduction to Conference Proceeding, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. u: Hunt Keith H. [ur.] Proceedings of the Conference Conducted by the Marketing Science Institute with support from the National Science Foundation, Cambridge, Massachusetts: Marketing Science Institute, Massachusetts

Johnston, R. (1998) The Effect of Intensity of Dissatisfaction on Complaining Behaviour. Journal of Consumer Satifaction, Dissatisfaction and Complaining Behavior, 11:69-77

Krishnan, S., Valerie, V.A. (1979) Dissatisfaction Attributions and Consumer Complaint Behavior. u: Wilkie William L. [ur.] Advances in Consumer Research, Ann Abor: Association for Consumer research, 445-449, 6th

Labarbera, P.A., Mazursky, D. (1983) A Longitudinal Assesment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspects of the Cognitive Process. Journal of Marketing Research, 20:393-404

Landon, E.L.Jr. (1977) A Model of Consumer Complaint Behavior. u: Second Annual Conference on Consumer Satisfaction/Dissatisfaction and Complaining Behavior, Indian University, Bloomington, Indiana

Lundstrom, W.J., White, S.D., McAuley, A. (2004) Consumer Dissatisfaction: A Cross-Cultural Comparision. Journal of International Business and Economics, 2(1): 99-110

Mills, M.K. (1981) Deviance and Dissatisfaction: An Exploratory Study. u: Monroe Kent B. [ur.] Advances in Consumer Research, Ann Abor: Association for Consumer research, 682-686, 8th

Oliver, R.L., de Sarbo, W.S. (1988) Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 14(4): 495-507

Oliver, R.L. (1987) An Investigation of the Interrelationship Between Consumer (Dis) Satisfaction and Complaint Reports. u: Wallendorf Melanie , Anderson Paul [ur.] Advances in Consumer Research, Provo, UT: Association for Consumer Research, 218-222, 14th

14

Oliver, R.L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4): 460-469

Pfaff, A.B. (1972) An Index of Consumer Satisfaction. u: Proceedings of the Third Annual Conference, Association for Consumer Research, November, 713-737

Prakash, V. (1991) Intensity of Dissatisfaction and Consumer Complaint Behaviors. Journal of Consumer Satifaction, Dissatisfaction and Complaining Behavior, 4:110-122

Richins, M.L. (1983) Negative Word-of-Mouth bu Dissatisfied Consumers: A Pilot Study. Journal of Marketing, 47:68-78

Singh, J., Pandya, S. (1991) Exploring the Effects of Consumers' Dissatisfaction Level on Complaint Behaviours. European Journal of Marketing, 25(9): 7-21

Singh, J., Widing, R.E. (1991) What Occurs Once Consumers Complain? A Theoretical Model for Understanding Satisfaction/ Dissatisfaction Outcomes of Complaint Responses. European Journal of Marketing, 25(5): 30-46

Singh, J. (1990) Identifying Consumer Dissatisfaction Response Styles: An Agenda for Future Research. European Journal of Marketing, 24(6): 55-72

Sirgy, J.M. (1980) Towards a Psychological Model of Consumer Satisfaction/Dissatisfaction. u: Day Ralph L., Hunt Keith L. [ur.] Proceeding of the Consumer Satisfaction/Dissatisfaction & Complaining Behavior, New Findings on Consumer Satisfaction and Complaining, November 6-8, 40-47

Summers, J.O., Granbois, D.H. (1977) Predictive and Normative Expectations in Consumer Dissatisfaction and Complaining Behaviour. u: Perreault William D. [ur.] Advances in Consumer Research, Atlanta: Association for Consumer research, 155-158, 4th

Taylor, K.A., Burns, M.J. (1999) Changes in Pre-and Post-Purchase Evaluative Criteria: Exploring the Impact on Consumer (Dis)Satisfaction. Journal of Consumer Satifaction, Dissatisfaction and Complaining Behavior, 12:90-99

1

Tolman, E.C. (1932) Purposive behavior in animals and men. New York: Appleton-Century

Warland, R. (1977) A Typology of Consumer Complaints. u: Day Ralph L. [ur.] Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Bloomington, Indiana: Indian University, 144-146

Wee, C., Cheong, C. (1991) Determinants of Consumer Satisfaction/Dissatisfaction towards Dispute Settlements in Singhapore. European Journal of Marketing, 25(10): 6-16

Westbrook, R.A. (1977) A Study of Consumer Dissatisfaction Before Purchase. u: Perreault William D. Jr. [ur.] Advances in Consumer Research, Atlanta: Association for Consumer research, 142-148, 4th

Zeelenberg, M., Rik, P. (2004) Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57:445-455
   

O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/sjm9-5181
objavljen u SCIndeksu: 22.10.2014.
metod recenzije: dvostruko anoniman

Povezani članci

Nema povezanih članaka