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The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures
Dissertation (MSc Consumer Science (Clothing Retail Management))--University of Pretoria, 2020.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2021
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| _version_ | 1867613704340635648 |
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| access_status_str | Open Access |
| author2 | Jacobs, B.M. (Bertha Margaretha) |
| author_browse | Jacobs, B.M. (Bertha Margaretha) |
| author_facet | Jacobs, B.M. (Bertha Margaretha) |
| collection | Thesis |
| dc_rights_str_mv | © 2019 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MSc Consumer Science (Clothing Retail Management))--University of Pretoria, 2020. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/78409 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:40:22.637Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2021 |
| publishDateRange | 2021 |
| publishDateSort | 2021 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/78409 The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures Jacobs, B.M. (Bertha Margaretha) rutmeijer123@gmail.com Donoghue, Sune Meijer, Rut UCTD Consumer Complaint Behaviour Dissertation (MSc Consumer Science (Clothing Retail Management))--University of Pretoria, 2020. Consumers are becoming more demanding about the quality of service delivery (Kaur & Sharma, 2015) and therefore delivering exceptional service has become vital for retailers to stay competitive (Chan, Ha, Lee, Yung & Ling, 2016). Since the emergence of democracy in South Africa in 1994, the South African clothing retail industry has been flooded with international retailers (PWC, 2016). Consequently, consumers have a much wider variety of products and stores to choose from. However, the substantial number of local and international retailers in the South African retail landscape has led to an increase in competition; making it more important for clothing retailers to differentiate themselves from other retailers, improve service delivery, and ensure that they achieve customer satisfaction (Euromonitor, 2017; PWC, 2012). Wilson (2019), states that with increased competition, retailers need to be proactive and be quick to respond to the newest trends, consumer needs, and technology in this fast-paced, evolving industry (Wilson, 2019). Providing quality customer service should be seen as an essential tool for retailers in maintaining customer satisfaction and building long-lasting relationships (Kaur & Sharma, 2015). Consumer Science Msc Consumer Science (Clothing Retail Management) Unrestricted 2021-02-10T15:37:53Z 2021-02-10T15:37:53Z 2021-05 2020-11 Dissertation * S2019 http://hdl.handle.net/2263/78409 en © 2019 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Consumer Complaint Behaviour The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title | The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title_full | The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title_fullStr | The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title_full_unstemmed | The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title_short | The relationship between negative emotions and consumer complaint intention following clothing retailers’ in-store service failures |
| title_sort | relationship between negative emotions and consumer complaint intention following clothing retailers in store service failures |
| topic | UCTD Consumer Complaint Behaviour |
| url | http://hdl.handle.net/2263/78409 |