When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates

When do consumers complain? This study probes this question by developing a conceptual framework that includes multiple theoretical perspectives, empirically testing a portion of the proposed model, and using dissatisfaction/complaint data from three different service industries. The hypothesized model uses multidimensional consumer complaint response estimates including voice, private, and third-party responses as dependent variables. Results support several proposed relationships, provide a high level of explained variance, and indicate a moderating role for dissatisfaction intensity. The complaint response estimates are characterized by disparate influence pathways, and expectancy value judgments emerge as critical determinants with positive and negative crossover effects. Attitude toward complaining is more dominant under low dissatisfaction intensity than it is under the high dissatisfaction condition. Important differences emerge across service categories. Implications of this work for managers and researchers in understanding when consumers complain are enumerated.     

General retail patronage loyalty as a determinant of consumer outshopping behavior

Consumer outshopping research has shown there are significant, but weak, relationships between consumers' attitudes toward local retailers and the degree to which they shop in local versus outlying areas. An alternative attitude measurement, retail patronage loyalty, is proposed and empirically evaluated. The loyalty scale was shown to be a stronger and more generalizable predictor of consumer outshopping behavior.     

Substance abuse coverage provided by employer medical plans

In summary, substance abuse is a serious problem in America. In fact, a Gallup poll ranked drug use as the Nation's number one problem. As a rapidly accelerating component of health care costs, charges for alcohol and drug abuse treatment are helping to drive up medical care expenses. The substance abuse crisis is also affecting employers, both public and private, who are struggling to provide needed health benefits while controlling spiraling plan costs. Despite the upward pressure on health costs, the problem is so serious that there has been a steady increase in the incidence of coverage for substance abuse treatment in employer-provided medical care plans, to the point that virtually all plans now provide some benefits. Nevertheless, health plans typically cover substance abuse treatment on a more restrictive basis than other illnesses. This may change, however, as the interest in, and the need for, comprehensive substance abuse treatment benefits grows.     

Team up to meet child-care needs

Recognizing the importance of child care is not the same as providing it. The options for many employees are limited, but some employers are trying to assist employees with their child-care needs. One option that benefits many small to medium-sized companies is a child-care consortium.