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A transaction cost approach to consumer dissatisfaction and complaint actions

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  • Gronhaug, Kjell
  • Gilly, Mary C.

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Suggested Citation

  • Gronhaug, Kjell & Gilly, Mary C., 1991. "A transaction cost approach to consumer dissatisfaction and complaint actions," Journal of Economic Psychology, Elsevier, vol. 12(1), pages 165-183, March.
    • Handle: RePEc:eee:joepsy:v:12:y:1991:i:1:p:165-183
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    Citations

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    Cited by:

    1. Khantimirov, Denis & Karande, Kiran & Ford, John, 2020. "Dissatisfaction after service failures as a realized transaction risk: Customer opportunism as a function of external and internal rewards," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    2. Pham Ngoc Thuy & Le Nguyen Hau & Felicitas Evangelista, 2016. "Service value and switching barriers: a personal values perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 36(3-4), pages 142-162, February.
    3. H. Lim & J. C. Letkiewicz, 2023. "Consumer Experience of Mistreatment and Fraud in Financial Services: Implications from an Integrative Consumer Vulnerability Framework," Journal of Consumer Policy, Springer, vol. 46(2), pages 109-135, June.
    4. Khantimirov, Denis & Karande, Kiran, 2018. "Complaint as a persuasion attempt: Front line employees’ perceptions of complaint legitimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 68-76.
    5. Isabel Abinzano & Luis Muga & Rafael Santamaria, 2016. "The Role of Investor Type in the Fee Structures of Pension Plans," Journal of Financial Services Research, Springer;Western Finance Association, vol. 50(3), pages 387-417, December.
    6. Huseyn Abdulla & James D. Abbey & Michael Ketzenberg, 2022. "How consumers value retailer's return policy leniency levers: An empirical investigation," Production and Operations Management, Production and Operations Management Society, vol. 31(4), pages 1719-1733, April.
    7. M. Serkan Akturk & Michael Ketzenberg, 2022. "Impact of Competitor Store Closures on a Major Retailer," Production and Operations Management, Production and Operations Management Society, vol. 31(2), pages 715-730, February.
    8. Andreas Samudro & Ujang Sumarwan & Eva Z . Yusuf & Megawati Simanjuntak, 2020. "Perceived Value, Social Bond, and Switching Cost as Antecedents and Predictors of Customer Loyalty in the B2B Chemical Industry Context: A Literature Review," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(4), pages 124-124, March.

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