The Effects of Denominational Dissatisfaction and Anomie on Involvement and Complaint Intentions: An Exploratory Model for Religious Services
Abstract
This study examined the application of Singh's taxonomy of consumer complaint intentions to religious services utilizing confirmatory factor analysis. Also, denominational dissatisfaction, Lastovicka and Gardner's dimensions of involvement and two dimensions of anomie (religious and secular) were examined as determinants of voice, private and third party consumer complaint behavior utilizing path analysis. The effects of the exploratory causal model were discussed and implications for future research developed.
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