The role of the store in managing postpurchase complaints for omnichannel shoppers
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The role of the store in managing postpurchase complaints for omnichannel shoppers

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The role of the store in managing postpurchase complaints for omnichannel shoppers

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dc.contributor.author Miquel Romero, María José
dc.contributor.author Frasquet del Toro, Marta
dc.contributor.author Mollà Descals, Alejandro
dc.date.accessioned 2021-01-05T09:10:04Z
dc.date.available 2021-01-05T09:10:04Z
dc.date.issued 2020
dc.identifier.uri https://hdl.handle.net/10550/76866
dc.description.abstract This paper focuses on postpurchase complaint behavior to understand under which conditions omnichannel shoppers choose to complain at the physical store instead of doing it through online channels. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), we find that four different combinations of situational, channelrelated, and individual variables lead to complaining at the store. The motivation of seeking redress together with assertiveness and high dissatisfaction, play an essential role in the choice of complaint channel. The channel of purchase is not determinant for the choice of the store to complain. These findings have implications in terms of redefining the role of the store in the current omnichannel era.
dc.language.iso eng
dc.relation.ispartof Journal of Business Research, 2020, vol. 109, num. 3, p. 288-296
dc.rights.uri info:eu-repo/semantics/openAccess
dc.source Miquel Romero, María José Frasquet del Toro, Marta Mollà Descals, Alejandro 2020 The role of the store in managing postpurchase complaints for omnichannel shoppers Journal of Business Research 109 3 288 296
dc.subject Consumidors Conducta
dc.subject Mercat Anàlisi
dc.title The role of the store in managing postpurchase complaints for omnichannel shoppers
dc.type info:eu-repo/semantics/article
dc.date.updated 2021-01-05T09:10:05Z
dc.identifier.doi https://doi.org/10.1016/j.jbusres.2019.09.057
dc.identifier.idgrec 139317

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