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Exploring Customers' Reactions To Enforcement Of Fine Print, Sudipto Sarkar

Theses and Dissertations

The goal of this dissertation is to investigate the effects of enforcement and/or unenforcement of “Fine Print” on consumers’ reactions. “Fine Print” is defined as both the explicit and implicit conditions under which the product/service contract waives firm responsibility and accountability toward unsuccessful product/service experience, and outcome or lack of customer satisfaction with the same. Study 1 examined the interaction effects between “Fine Print” and “Company Size” on trust, satisfaction, repurchase intention, switching intentions, and word-of-mouth in a retailer context. The results revealed significant interaction effects between “Fine Print” and “Company Size” for satisfaction and repurchase intention, where satisfaction and …