Antecedents and Outcomes of Service Recovery Satisfaction in Telecommunications in Croatia Along with the Role of Image and Perceived Switching Costs

Nefat, Ariana; Benazić, Dragan; Alerić, Dražen

doi:10.1080/1331677x.2012.11517547

Cited by 14 publications

(16 citation statements)

References 22 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…A study by Kim et al (2009) and Lee et al (2018) confirmed a significant mediating role of recovery satisfaction between the relationship of PSRJ (PJ, IJ and DJ) and repatronage intentions. Moreover, another study by (Nefat et al, 2012) also confirmed PSRJ indirectly affect patronage intentions via recovery satisfaction. Still, only a few studies have investigated the mediating role of recovery satisfaction in explaining consumer intentions (Nefat et al, 2012).…”

Section: Customer Affection and Recovery Satisfaction As Mediatorsmentioning

confidence: 77%

“…Moreover, another study by (Nefat et al, 2012) also confirmed PSRJ indirectly affect patronage intentions via recovery satisfaction. Still, only a few studies have investigated the mediating role of recovery satisfaction in explaining consumer intentions (Nefat et al, 2012).…”

Section: Customer Affection and Recovery Satisfaction As Mediatorsmentioning

confidence: 77%

“…Scant studies have investigated the role of recovery satisfaction and customer affection in explaining consumer behavior (Choi & Choi, 2014;Nefat et al, 2012;Yani-de-Soriano et al, 2019). Affection has been considered a vital factor of intimacy in social psychology.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Ali

Ting

Ahmad-ur-Rehman

et al. 2021

Cogent Business & Management

View full text Add to dashboard Cite

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer's re-patronage intentions. Data from 300 respondents (car insurance in Punjab, Pakistan) were analyzed using Structural Equation Modelling (PLS-SEM). The findings indicate that perceived service recovery justice (PSRJ) significantly predicts recovery satisfaction, customer affection and repatronage intentions, and customer re-patronage intentions can be engendered through customer justice perception, positive appraisal of recovery satisfaction and customer affection. Recovery satisfaction and customer affection also indirectly explain the effect of PSRJ on re-patronage intentions (sequential mediation). Such findings have implications to theory and practice as it proposes and tested a new link between recovery satisfaction and customer affection. This research contributes

show abstract

Section: Customer Affection and Recovery Satisfaction As Mediatorsmentioning

confidence: 77%

Section: Customer Affection and Recovery Satisfaction As Mediatorsmentioning

confidence: 77%

See 1 more Smart Citation

Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Ali

Ting

Ahmad-ur-Rehman

et al. 2021

Cogent Business & Management

View full text Add to dashboard Cite

show abstract

“…Badania z zakresu zarządzania konfliktem najczęściej prowadzone były w krajach wysoko rozwiniętych (przede wszystkim w USA, ale także w Kanadzie, Wielkiej Brytanii, Norwegii czy Izraelu) i choć proponowane przez autorów modele weryfikowano w krajach nisko i średnio rozwiniętych (np. Brazylia, Chiny, Indie), zaledwie w jednym badaniu podjęto próby testowania proponowanych w literaturze modeli w europejskim kraju postkomunistycznym, a mianowicie w Chorwacji, przy czym badanie to przeprowadzono jedynie na niewielkiej próbie studentów [Nefat, Benazic, Aleric 2012]. Europejskie kraje postkomunistyczne stanowią interesujący obszar dla badań zarządzania konfliktem konsumenckim, chociażby ze względu na stosunkowo niski poziom kapitału społecznego [Czapiński, Panek 2013], który utrudnia rozwiązywanie konfliktów.…”

Section: Wstępunclassified

Funkcjonalny wymiar konfliktu na rynku usług bankowych w Polsce

Berger¹,

Mitręga²

2015

Nauki o Zarządzaniu

View full text Add to dashboard Cite

Streszczenie: Zarządzanie konfliktem w relacjach z konsumentami należy do najważniejszych i jednocześnie najmniej rozpoznanych obszarów badań z zakresu marketingu relacji. Badania takie nie były prowadzone, zwłaszcza w krajach postsocjalistycznych, co stanowi lukę w wyłaniającej się teorii zarządzania konfliktem relacyjnym. W niniejszym artykule zaprezentowano wyniki badań, które pozwoliły na określenie wielowymiarowości konfliktu z perspektywy klientów banków w Polsce. Badania te wskazały na cztery aspekty zarządzania konfliktem, a także na ich wpływ na satysfakcję klienta z relacji z bankiem. W badaniach wykorzystano tzw. teorię sprawiedliwości w odniesieniu do relacji wymiennych.Słowa kluczowe: konflikty, relacje z klientami, bankowość, pomiar. Summary:Managing conflicts in customer relationships is one of most important and, at the same time, one of least explored, research areas within the larger area of relationship marketing studies. Such studies were not conducted in post-communist countries, which may be treated as a gap in the emerging theory of relationship conflict management. This paper presents research results that identify multi-dimensionality of conflict from the perspective of customers in banking industry in Poland. This study emphasizes four aspects of conflict handling, and the influence of these factors on customer satisfaction in relationship with the bank. This study is grounded in so-called "equity theory" with regard to exchange relationships.

show abstract

“…in the USA, Canada, Great Britain, Norway, and Israel), despite the fact that those methods have also been applied to average developed and underdeveloped countries ( e.g. Brasil, China, India) only in one research were those methods used in a postcommunist, European country, that is in Croatia, nevertheless it needs to be stressed that the research has been performed only on a small group of students (Nefat, Benazic, Aleric 2012). In general European, post-communist countries provide an interesting field for research on costumer conflict management, inter alia, due to the fact that they have a rather small level of social capital, which is helpful in resolving conflicts.…”

Section: Introductionmentioning

confidence: 99%

Complaint management on the polish financial market – the dimensions of customer evaluation

Berger¹

2015

IJoBM

View full text Add to dashboard Cite

Justice theory appears to be dominant theoretical framework applied to complaint handling. A three-dimensional view of the concept of justice has evolved over time to include distributive justice (dealing with decision outcomes), procedural justice (dealing with decision-making procedures), and interactional justice (dealing with interpersonal behavior in the enactment of procedures and delivery of outcomes). However, a few recent studies analyze the impact of perceived justice which include informational justice (adequacy and truthfulness of information delivered to a customer) as an independent variable. Also, a lack of consistency, among some of the categories falling within particular justice, can be observed. Perceived justice concept has not been tested yet with regard to concentrated service sectors and business reality of post-communist European countries. As a result this paper aims at verifying the extent to which perceived justice is multidimensional from a perspective of financial institutes' clients in Poland. The research was conducted on the sample of 400 customers. There is a support to use a four-dimension model. There were some new constructs found, which enrich measures of justice, e.g.: providing the client with the possibility of choosing compensation, a single-person complaint handling, the competence of the personnel. The results are interpreted in relation to other research related to this issue and prior own qualitative study.

show abstract

Antecedents and Outcomes of Service Recovery Satisfaction in Telecommunications in Croatia Along with the Role of Image and Perceived Switching Costs

Cited by 14 publications

References 22 publications

Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Perceived service recovery justice and customer re-patronage intentions: Sequential mediation

Funkcjonalny wymiar konfliktu na rynku usług bankowych w Polsce

Complaint management on the polish financial market – the dimensions of customer evaluation

Contact Info

Product

Resources

About