The effects of control on dissatisfied consumers’ behavioral intentions

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Natália Araujo Pacheco
Cristiane Pizzutti dos Santos
Renaud Lunardo

Abstract

Control has been cited as an essential element for developing satisfactory interpersonal relationships, positively related to satisfaction and to emotional and behavioral responses in consumer behavior. This work investigates the impact of behavioral, cognitive and decisional controls, represented by co-production, information and refund choice, respectively, on repurchase and positive word of mouth intentions after unsatisfactory purchases. The results from two experimental studies indicate that co-production and refund choice lead to higher repurchase and positive word-of-mouth intentions after dissatisfaction episodes, while information do not affect behavioral intentions but moderates the effect of co-production on behavioral intentions.

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How to Cite
PACHECO, N. A.; SANTOS, C. P. dos; LUNARDO, R. The effects of control on dissatisfied consumers’ behavioral intentions. RAE - Revista de Administracao de Empresas , [S. l.], v. 52, n. 5, p. 502–516, 2012. Disponível em: https://periodicos.fgv.br/rae/article/view/30417. Acesso em: 19 may. 2024.
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