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Titolo:
ASSERTIVENESS AND AGGRESSIVENESS AS POTENTIAL MODERATORS OF CONSUMERSVERBAL-BEHAVIOR FOLLOWING A FAILURE OF SERVICE
Autore:
SWANSON SR; MCINTYRE RP;
Indirizzi:
E CAROLINA UNIV,SCH BUSINESS,DEPT MKT,3414 GEN CLASSROOM BLDG GREENVILLE NC 27858
Titolo Testata:
Psychological reports
fascicolo: 3, volume: 82, anno: 1998,
parte:, 2
pagine: 1239 - 1247
SICI:
0033-2941(1998)82:3<1239:AAAAPM>2.0.ZU;2-A
Fonte:
ISI
Lingua:
ENG
Soggetto:
WORD-OF-MOUTH; SEX-DIFFERENCES; GENDER;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
20
Recensione:
Indirizzi per estratti:
Citazione:
S.R. Swanson e R.P. Mcintyre, "ASSERTIVENESS AND AGGRESSIVENESS AS POTENTIAL MODERATORS OF CONSUMERSVERBAL-BEHAVIOR FOLLOWING A FAILURE OF SERVICE", Psychological reports, 82(3), 1998, pp. 1239-1247

Abstract

49 men and 37 women participated in a study of the relationships among assertiveness, aggressiveness, and verbal intentions. Findings suggest that as a person's social network extends out from family to others, Nonassertive and Aggressive persons are less likely to discuss a problem with service and their response. However, more assertive consumers are significantly more likely to discuss these same circumstances with acquaintances and others. The nature of intended verbal communications was positive for Assertive relative to Nonassertive consumers. Sexof the subject did not appear to be of importance.

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Documento generato il 29/11/20 alle ore 16:04:21