Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service

McQuilken, Lisa, Breth, Ron and Shaw, Robin 2001, Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2001., [Australian and New Zealand Academy of Marketing], [Auckland, N.Z.], pp. 1-7.


Title Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service
Author(s) McQuilken, Lisa
Breth, Ron
Shaw, Robin
Conference name Australian & New Zealand Marketing Academy. Conference (2001 : Auckland, New Zealand)
Conference location Auckland, New Zealand
Conference dates 1-5 Dec. 2001
Title of proceedings Proceedings of the Australian and New Zealand Marketing Academy Conference 2001.
Editor(s) Chetty, Sylvie
Collins, Brett
Publication date 2001
Conference series Australian & New Zealand Marketing Academy Conference
Start page 1
End page 7
Publisher [Australian and New Zealand Academy of Marketing]
Place of publication [Auckland, N.Z.]
Summary The aims of this research were to examine the relationships between customer satisfaction, customer complaint behaviour, service recovery and the intention to repurchase in the Australian Pay TV industry. A survey of 171 respondents suggested that overall customer satisfaction was the main driver of the likelihood of disconnection from the Pay TV service. Those respondents who reported having a problem but not complaining directly about it were significantly more likely to have the intention to disconnect in the future than those who complained directly to their Pay TV service provider. However, there was no significant difference in terms of perceptions of overall satisfaction between those who had a problem and complained and those who had a problem and chose not to complain.
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2001
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004509

Document type: Conference Paper
Collection: School of Management and Marketing
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