Retail sales explanations: resolving unsatisfactory sales encounters

Title: Retail sales explanations: resolving unsatisfactory sales encounters
Creator: Dunning, Jarrad; O'Cass, Aron; Pecotich, Anthony
Relation: European Journal of Marketing Vol. 38, Issue 11, p. 1541-1561
Publisher Link: http://dx.doi.org/10.1108/03090560410560236
Publisher: Emerald Group Publishing
Resource Type: journal article
Date: 2004
Description: The general proposition that a salesperson’s explanation adequacy plays a critical role in the resolution of unsatisfactory sales encounters for consumers is investigated in a cross-sectional context. The findings indicate that explanation adequacy is influenced by both the style and content of the explanation, and the timeliness of an organization’s reaction, whereas explanation adequacy only indirectly affects the final perceptions of the severity of the incident and emotional reaction to it. Importantly, the perceptions of the extent of the justice of the resolution and the assignment of blame to external factors were found to be intervening variables. The results also indicated that the assignment of blame to internal factors was unrelated to the adequacy of an explanation, but did influence emotion and the perceived severity on an incident.
Subject: service levels; complaints; customer satisfaction
Identifier: http://hdl.handle.net/1959.13/803454
Identifier: uon:6391
Identifier: ISSN:0309-0566
Language: eng
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