Efeitos do controle nas intenções comportamentais dos consumidores insatisfeitos Outros Idiomas

O controle tem sido citado como elemento essencial para o desenvolvimento de interações interpessoais satisfatórias, estando positivamente relacionado à satisfação e a respostas afetivas e comportamentais positivas na área do comportamento do consumidor. Este trabalho investiga o impacto dos controles comportamental, cognitivo e de decisão, representados respectivamente pelas variáveis coprodução, informação e opção de reembolso, nas intenções de recompra e de boca-a-boca positivo após compras insatisfatórias. Os resultados de dois estudos experimentais conduzidos indicam que coprodução e opção de reembolso são capazes de elevar os níveis de intenção de recompra e de boca-a-boca positivo após episódios de insatisfação, enquanto a informação não tem efeito nas intenções comportamentais, mas modera o efeito da coprodução nas intenções comportamentais.
Citação ABNT:
PACHECO, N. A.; SANTOS, C. P. D.; LUNARDO, R. Efeitos do controle nas intenções comportamentais dos consumidores insatisfeitos. Revista de Administração de Empresas, v. 52, n. 5, p. 502-516, 2012.
Citação APA:
Pacheco, N. A., Santos, C. P. D., & Lunardo, R. (2012). Efeitos do controle nas intenções comportamentais dos consumidores insatisfeitos. Revista de Administração de Empresas, 52(5), 502-516.
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