The cognitive stream of research has focused on the influence of a product's attributes on satisfaction. Recent research shows the importance of another construct, the role of emotions, on satisfaction. This paper examines the influence of consumption emotions on satisfaction, attitude and intention to visit again. This paper reports the results of a study of retail salespeople's training and its impact on attitudes toward consumer complaints. A sample of 59 retail salespeople from a variety of retail stores were surveyed via a self-administered questionnaire.
Findings indicate that proper training can equip salespeople to deal with customers who complain.
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