A Model of Buyer Regret: Selected Prepurchase and Postpurchase Antecedents and Consequences for the Brand and the Channel
Journal
Journal of Business Research
ISSN
0148-2963
ISSN-Digital
1873-7978
Type
journal article
Date Issued
2007-12-01
Author(s)
Abstract
This research examines how two prepurchase stages of the buyer decision process-information search and alternative evaluation-and two postpurchase stages-evaluation of product and service attributes-influence buyer regret. The study extends prior consequences of regret to include purchase intentions toward both brand and the channel. Tested in a field sample of luxury automobile purchasers, results show that higher information search and alternative evaluation lead to more buyer regret; lower evaluations of service (but not product) attributes lead to more regret; and regret's consequences include reduced intentions to repurchase either the brand or from the dealership. Buyers who switch brands experience more regret than buyers who did not switch brands.
Language
English
Keywords
Regret
Switching
Satisfaction
Services
Repurchase intentions
External search
HSG Classification
not classified
Refereed
No
Publisher
Elsevier
Publisher place
New York, NY
Volume
60
Number
12
Start page
1207
End page
1215
Pages
9
Subject(s)
Division(s)
Eprints ID
31233