Understanding dissatisfaction through evaluation theory

Laura Pascual‐Nebreda, Pablo Cabanelas‐Lorenzo and Alicia Blanco‐González

Managerial and Decision Economics, 2022, vol. 43, issue 7, 3116-3129

Abstract: Despite its effects on organisations, dissatisfaction is an under‐researched topic in management. This research provides a model built upon evaluation theory that helps to understand the motives, negative emotions, confrontation strategies and legitimacy when consumers are not satisfied with the services given. This model is tested in a sample of 844 people using structural equation modelling. The research findings show the impact of reputation and identification in dissatisfaction and the importance of managing dissatisfaction to improve trust and loyalty. Managers can use these results to development strategic plans and marketing strategies in order to attract and retain more consumers.

Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1002/mde.3585

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wly:mgtdec:v:43:y:2022:i:7:p:3116-3129

Access Statistics for this article

Managerial and Decision Economics is currently edited by Antony Dnes

More articles in Managerial and Decision Economics from John Wiley & Sons, Ltd.
Bibliographic data for series maintained by Wiley Content Delivery ().