Satisfaction-Driven Nonresponse Bias in Consumer Feedback Surveys: Venting, Reciprocation and Exiting

Survey completion is a critical form of consumer engagement for brands. Little research has examined why consumers respond to feedback surveys, and whether response likelihood is systematically linked to satisfaction. Anecdote and WOM predict an extreme satisfaction response bias, however we find and explicate a positive satisfaction response bias.



Citation:

Chris Hydock and Kurt Carlson (2017) ,"Satisfaction-Driven Nonresponse Bias in Consumer Feedback Surveys: Venting, Reciprocation and Exiting", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 679-682.

Authors

Chris Hydock, Georgetown University, USA
Kurt Carlson, College of William & Mary, USA



Volume

NA - Advances in Consumer Research Volume 45 | 2017



Share Proceeding

Featured papers

See More

Featured

Thanks for Nothing: Expressing Gratitude Invites Exploitation by Competitors

Kelly Kiyeon Lee, Georgetown University, USA
Jeremy A. Yip, Georgetown University, USA
Cindy Chan, University of Toronto, Canada
Alison Wood Brooks, Harvard Business School, USA

Read More

Featured

Foods for Sharing: The Social Value of Handmade Foods

Xin Wang, Nanjing University
Chunqu Xiao, Nanjing University
Xingyu Duan, Nanjing University
Hong Zhu, Nanjing University

Read More

Featured

Promoting Pi Day: Consumer Inferences about Special Day-Themed Promotions

Daniel M. Zane, University of Miami, USA
Kelly Haws, Vanderbilt University, USA
Rebecca Walker Reczek, Ohio State University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.