... to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions...

...Lerzan Aksoy; Allard van Riel; Jay Kandampully; Ruth N. Bolton; A. Parasuraman; Ankie Hoefnagels; Nanne Migchels; Sertan Kabadayi; Thorsten Gruber; Yuliya Komarova Loureiro; David Solnet Purpose The purpose of this paper is to review what we know – and don't know – about Generation Y's use...