The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

Nagel, Mateus de Brito; Santos, Cristiane Pizzutti dos

doi:10.15728/bbr.2017.14.5.4

Cited by 8 publications

(6 citation statements)

References 65 publications

(42 reference statements)

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“…Moreover, provide services with high quality can be important for companies in different ways. Previous studies argued that service quality is related to customer satisfaction (Nagel and Santos, 2017; Narteh, 2018), loyalty (Hapsari et al , 2017), willingness to pay a premium price (Bünnings, Schmitz, Tauchmann and Ziebarth, 2019) and firm reputation (Wang et al , 2003).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Accounting services quality: a systematic literature review and bibliometric analysis

Azzari

Mainardes

Costa

2020

AJAR

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PurposeThe purpose of this paper is to identify and analyze the literature related to accounting and auditing services quality.Design/methodology/approachThe authors performed a systematic literature review that considered 22 papers on the topic. The authors also applied a bibliometric analysis in order to identify the main characteristics of these studies to discuss and provide research opportunities in this field.FindingsThe bibliometric results indicate that most papers were published in services and marketing journals. The accounting service quality theme has been rarely researched in accounting field. In addition, based on our review, it was possible to identify that most papers use quantitative methods, such as surveys. The papers' conclusions diverge from each other, demonstrating a still fragmented literature.Research limitations/implicationsTaken together, the paper shows how accounting services quality is relevant and emerging topic that demands future research about accounting professionals' skills, their activities and how their customers perceive quality in an environment of constant change.Originality/valueThe analyses indicate that there are six broad areas for future research on this topic: successes and failures of accounting services providers; the role of “client centricity”; digital accounting services; services quality and accounting education; services quality when considering different types of accounting and auditing services and development of a measurement scale and a theoretical model for accounting services quality. This paper contributes for the ongoing debate about how competition, technology and innovation are changing the landscape for accounting and auditing services providers.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Accounting services quality: a systematic literature review and bibliometric analysis

Azzari

Mainardes

Costa

2020

AJAR

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“…Source: Author's own elaboration The basis of this model is the premise that purchase intention is influenced by satisfaction, because it is characterized as a direct antecedent (Biscaia et al, 2012;Nagel & Santos, 2017). This study presents a novel study of the fan, as well as verifying whether fan satisfaction with the team influences the intention to purchase products in the team colors.…”

Section: Proposed Modelmentioning

confidence: 98%

“…When talking about satisfaction, it is important to mention that it can be understood as a discrepancy between the customer's expectation and the perception of the benefit found in the product (Nagel & Santos, 2017). Satisfaction is thus linked to the result of expectations in purchasing a product related to its expected performance (Silva & Veríssimo, 2020), so team satisfaction tends to be directly related to fans' buying attitudes (Biscaia et al, 2018).…”

Section: Fan Satisfactionmentioning

confidence: 99%

“…Satisfaction is thus linked to the result of expectations in purchasing a product related to its expected performance (Silva & Veríssimo, 2020), so team satisfaction tends to be directly related to fans' buying attitudes (Biscaia et al, 2018). Nagel and Santos (2017) have suggested that satisfaction may have a positive relationship with purchase or repurchase intention. Similarly, the study by Kim and Kim (2018) demonstrated that the satisfaction perceived by the consumer influences product purchase intention.…”

Section: Fan Satisfactionmentioning

confidence: 99%

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Antecedents of Fan Purchase Intention for Team Color Products

Neto

Mainardes²,

Monte-mor³

2022

CBR

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Purpose: This study sought to identify the influence of satisfaction, loyalty, subjective norms, and team image on fans’ purchase intention for products in the team colors.Methods: A survey was conducted with 301 soccer fans, and the results were analyzed with PLS.Findings: The results suggest that the more satisfied a fan is with the team, the greater the influence of the opinion of third parties on them and the greater their loyalty to the team, and hence a greater intention to purchase products in the team’s colors. Regarding the relationship between team image and purchase intention, although the relationship was significant, the sign was negative, indicating an opposite trend in the relationship. In addition, the team's image did not influence the fan's loyalty.Managerial Contributions: Colored product companies do not necessarily need to license team products, but instead focus their sales efforts on products with the team's colors when they recognize the preferences of soccer fans.Originality: The novelty of this study is linked to its consideration of fan purchase intention for the team colors. Another justification is the possibility of clarifying the antecedents of fan purchase intention for products in the team’s colors from the constructs of team image, satisfaction, and behavioral loyalty.

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“…Trinh and Dao [15] highlighted the integration of customer complaint handling module into electronic customer relationship management system at e-commerce companies to effectively manage their customers and to leverage customer satisfaction and customer loyalty. Nagel and dos Santos [16] emphasized that good performance of customer handling system brought economic values and greater purchase intention from the customers. Kussusanti et al [17] attained the importance of maintaining effect complaint handling system as a method to increase online customer satisfaction.…”

Section: B Bad Complaint Resolvementioning

confidence: 99%

The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

Pham¹,

Yazdani²

2021

IJSSH

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The negative impacts of COVID-19 to every aspects of social-economic structure lead to the retail industry’s changes by shifting from traditional way to online shopping. Although Vietnam is potential market of e-commerce, there are still lots of barriers of online shopping to customer behaviour, especially how to improve the customer experience in purchasing process. Therefore, this paper analyses the mediating role of customer experience on the relationship between online shopping determinants such as: payment barrier, bad complaint resolve, slow delivery process, poor product quality, technical problem, and customer satisfaction in Vietnam. The online survey is conducted according to the related theories, relevant empirical evidence, and pilot study to collect reliable data from 360-400 respondents in Ho Chi Minh city and Ha Noi city. Some quantitative data analysis techniques are proposed and used in this study, including descriptive statistics, reliability, explanatory factor analysis, variance analysis, Pearson correlation analysis, confirmatory factor analysis, and structural equation modeling. For using them, the researcher expects that all factors have significant and negative effect on customer satisfaction through customer experience. By developing one of the first research attempt on pre-normal phase of COVID-19 pandemic, the researchers believes the marketers and top managers at e-commerce companies in Vietnam to have sufficient information about how their customers’ experience with online shopping platforms and related services.

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The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail

Cited by 8 publications

References 65 publications

Accounting services quality: a systematic literature review and bibliometric analysis

Accounting services quality: a systematic literature review and bibliometric analysis

Antecedents of Fan Purchase Intention for Team Color Products

The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

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