An investigation of the interplay of consumers’ appraisals, emotions and complaint behaviour concerning dissatisfactory major household appliances in Botswana
To gain empirical evidence of the nature of major household appliances’ performance failures, and of how dissatisfied consumers cognitively appraise product failure and their subsequent experiences in handling the negative event, the study explored by means of a survey the experiences of 200 female...
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2013
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| Online Access: | http://hdl.handle.net/2263/29192 Isaac, B 2010, An investigation of the interplay of consumers’ appraisals, emotions and complaint behaviour concerning dissatisfactory major household appliances in Botswana, MSc dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/29192 > http://upetd.up.ac.za/thesis/available/etd-11022010-155406/ |
Internet
http://hdl.handle.net/2263/29192Isaac, B 2010, An investigation of the interplay of consumers’ appraisals, emotions and complaint behaviour concerning dissatisfactory major household appliances in Botswana, MSc dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/29192 >
http://upetd.up.ac.za/thesis/available/etd-11022010-155406/