Answers are grounded in this paper and cite their sources.
Segmentation study identifies four market segments regarding complaints, suggesting varied consumer satisfaction with conflict resolution methods.
A composite of 17 weighted items regarding preferences of the mature market for organizational responses to registered complaints is used to identify four (4) distinct market segments (Assentors, Credibles, Suspecters, and Agnostics). Significant differences and similarities across the four market segments suggest complainant activity and satisfaction with organizational responses are not uniform within this market. Using a sample of 306 mature consumers in the Central Florida area, profiles of each segment are constructed. Managerial implications for the usefulness of the identified segments to response types are discussed and subsequent strategies for business redress are suggested.
No takes yet. Share an insight, caveat, or question.
Jeff Allen (1993) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: