Volkov, Michael and Summers, Jane and Johnson Morgan, Melissa (2005) Consumer complaint behaviour in sport consumption: a theoretical model. In: ANZMAC 2005: Broadening the Boundaries, 5-7 Dec 2005, Fremantle, Western Australia.
PDF (Published Version)
In this study, traditional consumer complaint behaviours (CCBs) are re-examined in an experiential context; specifically, the consumption of live sport. It is proposed that these behaviours are not motivated by the 'traditional' antecedents, and further, that they are not enacted with the purpose of reducing dissonance. Instead, it would appear that traditional CCBs, such as private responses, direct voicing and third party action take on a more functional role in the sport consumption experience. The possibility exists that for some spectators, these CCBs, which have been traditionally classified as negative, actually contribute to overall enjoyment of, and satisfaction with, a sport consumption experience. A review of literature in the area is presented, and a theoretical model of CCB in the experiential context is offered.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||Copyright retained by author. Conference website: http://anzmac2005.conf.uwa.edu.au|
|Uncontrolled Keywords:||shopping centre; consumer complaint behaviours (CCB); sport consumption|
|Subjects:||320000 Medical and Health Sciences > 321400 Human Movement and Sports Science > 321404 Sport and Exercise Psychology
380000 Behavioural and Cognitive Sciences > 380100 Psychology > 380199 Psychology not elsewhere classified
350000 Commerce, Management, Tourism and Services > 350200 Business and Management > 350204 Marketing and Market Research
|Depositing User:||epEditor USQ|
|Date Deposited:||11 Oct 2007 00:20|
|Last Modified:||02 Jul 2013 22:32|
Actions (login required)
|Archive Repository Staff Only|