Stephen W. Clopton (PhD, University of North Carolina at Chapel Hill) is Professor of Marketing at the John A. Walker College of Business at Appalachian State University. His research has been published in such journals as Journal of Marketing Research, Journal of the Academy of Marketing Science, Decision Sciences, International Journal of Purchasing and Materials Management and Journal of Marketing Education.
Salesperson characteristics affecting consumer complaint responses
Article first published online: 11 JUL 2006
Copyright © 2001 Henry Stewart Publications.
Journal of Consumer Behaviour
Volume 1, Issue 2, pages 124–139, November 2001
How to Cite
Clopton, S. W., Stoddard, J. E. and Clay, J. W. (2001), Salesperson characteristics affecting consumer complaint responses. Journal of Consumer Behaviour, 1: 124–139. doi: 10.1002/cb.60
- Issue published online: 11 JUL 2006
- Article first published online: 11 JUL 2006
- Manuscript Received: 14 FEB 2001
- Consumer complaint;
The important relationship between consumer complaint behaviour and brand and store loyalty is well established. The range of factors that favourably influence the outcomes of complaining have received relatively less research attention. Therefore, this study tests the effects of two salesperson source characteristics: willingness to listen and product/store knowledge, on consumer complaint-related perceptions and intentions in a retail setting. Mall shoppers participated in a consumer complaint experiment to test the hypothesised effects. The results indicate that both characteristics affect customer complaint responses, as well as consumer perceptions of the salesperson and the retail store. The findings of the study demonstrate that salesperson characteristics are important influences on positive or negative consumer complaint responses. Copyright © 2001 Henry Stewart Publications.