Consumer complaint behaviour in sport consumption: a theoretical model

Volkov, Michael and Summers, Jane ORCID: https://orcid.org/0000-0002-0604-152X and Johnson Morgan, Melissa ORCID: https://orcid.org/0000-0003-1663-7260 (2005) Consumer complaint behaviour in sport consumption: a theoretical model. In: ANZMAC 2005: Broadening the Boundaries, 5-7 Dec 2005, Fremantle, Western Australia.

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Abstract

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.

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Item Type:	Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed:	Yes
Item Status:	Live Archive
Additional Information:	Copyright retained by author. Conference website: http://anzmac2005.conf.uwa.edu.au
Faculty/School / Institute/Centre:	Historic - Faculty of Business - Department of Marketing and Tourism (Up to 31 Mar 2007)
Faculty/School / Institute/Centre:	Historic - Faculty of Business - Department of Marketing and Tourism (Up to 31 Mar 2007)
Date Deposited:	11 Oct 2007 00:20
Last Modified:	02 Jul 2013 22:32
Uncontrolled Keywords:	shopping centre; consumer complaint behaviours (CCB); sport consumption
Fields of Research (2008):	17 Psychology and Cognitive Sciences > 1701 Psychology > 170114 Sport and Exercise Psychology 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150505 Marketing Research Methodology 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Fields of Research (2020):	52 PSYCHOLOGY > 5201 Applied and developmental psychology > 520107 Sport and exercise psychology 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350606 Marketing research methodology 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350605 Marketing management (incl. strategy and customer relations)
URI:	http://eprints.usq.edu.au/id/eprint/424

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