Complaint management expectations: An online laddering analysis of small versus large firms

Henneberg, Stephan C.; Gruber, Thorsten; Reppel, Alexander; Ashnai, Bahar; Naudé, Peter

doi:10.1016/j.indmarman.2009.05.008

Cited by 38 publications

(40 citation statements)

References 92 publications

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“…Laddering is a valuable method especially for the exploratory stages of research projects (van Rekom and Wierenga, 2007). The technique has been used widely, originally for brand or product positioning issues (Gutman, 1982;Olson and Reynolds, 1983), and recently in research areas such as sales management (Deeter-Schmelz et al, 2008), services marketing 2009ab), higher education services (Voss et al, 2007), business-tobusiness marketing (Henneberg et al, 2009), health services (Gruber and Frugone, 2011), and ethical clothing consumption (Jaegel et al, 2012).…”

Section: Methodology -Using Laddering To Investigate Satisfying Servimentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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Abstract:The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted.The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.

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Section: Methodology -Using Laddering To Investigate Satisfying Servimentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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“…Such effects indicate the interdependencies within a demand chain (Jüttner, Christopher, & Baker, 2007); they for example focus on the influence on end-users and on relationships with other companies involved in the demand chain (i.e., incorporating the network effect). Financial and direct outcomes of one particular relationship result in improvement of non-economic (soft) performance (Henneberg, Gruber, Reppel, Ashnai, & Naudé, 2009). Therefore, our final hypothesis is:…”

Section: Relationship Outcomesmentioning

confidence: 99%

Inter-personal and inter-organizational trust in business relationships: An attitude–behavior–outcome model

Ashnai

Henneberg

Naudé

et al. 2016

Industrial Marketing Management

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108

102

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“…Recently, laddering has been used successfully in domains such as relationship marketing (Paul et al, 2009), sales management (Deeter-Schmelz et al, 2002, business-to-business relationships (Henneberg et al, 2009), services marketing (Gruber et al, 2009ab;Gruber et al, 2006), and higher education (Voss et al, 2007).…”

Section: Methodology -Using the Laddering Technique To Investigate Gpmentioning

confidence: 99%

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Gruber

Frugone

2011

Journal of Service Management

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Purpose -The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that they look for during personal (service recovery) encounters, and to graphically illustrate the findings in a so-called hierarchical value map. This will prove to be important in order to understand patients' needs and desires correctly. Design/methodology/approach -An exploratory research study using the qualitative laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into an underdeveloped research subject. In total, in-depth laddering interviews with 38 respondents were conducted. Findings -In case of a service recovery encounter, patients believe that GPs need to show competence, friendliness and empathy in order to restore trust in them. GPs should also listen actively and do the appropriate checks in order to find the root cause of the problem. "Health" was the main value sought by patients. This value is considered by patients to be the gateway to moving on with their everyday lives and search the attainment of other values such as well-being, belongingness, accomplishment, and self-realization. Moreover, respondents would like to gain knowledge about their disease in order to prevent them in the future and to have some sense of control over the decision of the treatment. Patients also want a more active role in the medical (service recovery) encounter, which calls for a more shared approach by GPs in the interaction with their patients. Originality/value -This paper gives a valuable first insight into the desired qualities and behaviours of GPs during medical (service recovery) encounters. The study results especially indicate that complaining patients are people first and patients second, where the primary importance is the satisfaction of basic social needs. The fact that this study has revealed the highest number of values in published laddering studies so far shows how crucial these medical (service recovery) encounters in general and GP qualities and behaviours in particular are for patients. Another strong contribution of this paper is the finding that all the identified concepts from the laddering interviews that are shown in the hierarchical value maps must not been seen in strict isolation, as in previous research, but have to be understood as a network of interrelated concepts.

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Complaint management expectations: An online laddering analysis of small versus large firms

Cited by 38 publications

References 92 publications

Understanding satisfying service encounters in retail banking - a dyadic perspective

Understanding satisfying service encounters in retail banking - a dyadic perspective

Inter-personal and inter-organizational trust in business relationships: An attitude–behavior–outcome model

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

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