The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

This paper examines which factors affect the relationship between consumers’ satisfaction with complaint handling and repurchase intentions. We present a conceptual framework that explains why satisfaction with complaint handling (SATCOM) does not necessary lead to repurchase intention (RI) for onli...

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Vydáno v:	BBR - Brazilian Business Review
Hlavní autoři:	Mateus Nagel, Cristiane Pizzutti dos Santos
Médium:	Artigo
Jazyk:	Inglês
Vydáno:	FUCAPE Business School 2017
Témata:	Administración y Contabilidad
On-line přístup:	https://www.redalyc.org/articulo.oa?id=123052461004
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