Customer Satisfaction With Complaint Resolution in the Power Sector in a Developing Economy

Andaleeb, Syed Saad; Huda, S. S. M. Sadrul; Akhtar, Afsana; Dilshad, Segufta

doi:10.1080/10495142.2012.705178

Cited by 6 publications

(3 citation statements)

References 26 publications

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“…Justice theory (Andaleeb et al, 2012;Casado et al, 2011) propose that at least the complainants need re-established equity (putting things right or eliminating the causes of the ordeals perhaps through reverting the transaction and changing the product, refunds, additional services, or discounts) otherwise they remain dissatisfied and perhaps engage in counter-productive actions. The justice theory emphasizes valuable reward that redistributes social resources-all things being equal, atonement believes in admission of guilt, default, and expression of concern, regret(s) and other psychological calm-downs associated with disgusts.…”

Section: Cross-case Supportmentioning

confidence: 99%

Customer satisfaction with complaint responses under the moderation of involvement

Awa

Ikwor

Ademe

2021

Cogent Business & Management

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Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and specifically, provides insight into how the relational and interactive effects of personal involvement in service-failure encounters create post-recovery satisfaction. Unstructured and semi-structured interviews were conducted with mobile-telephone subscribers/ teachers from Federal Government Colleges (FGCs) in the South-Eastern, Nigeria. The findings show that regularity and significance of felt ordeals, and the serviceofficer's willingness to interface with disgusted customers were antecedents of social interactions, socio-economic satisfaction, and positive word-of-mouth. However, the findings affirm the proposed framework, conform to the expectations of socio-emotional selectivity theory, and show that customer characteristics, user-ABOUT THE AUTHORS Hart O. Awa has L-8298-2019 as a Web of Science (WOS) ResearcherID, powered by Publons of Wiley. He is a professor of Marketing, and a research point-man of the Department of Marketing and Faculty of Management Sciences, University of Port Harcourt, Nigeria. Hart writes and reviews for top-indexed and WOS journals, many of which are housed in Emerald, Taylor & Francis, Elsevier, Wiley, and Sage. He is a member of Emerald Literati Network, UK and Informing Science, US, and a Fellow of Word Business Institute (WBI), Australia.

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Section: Cross-case Supportmentioning

confidence: 99%

Customer satisfaction with complaint responses under the moderation of involvement

Awa

Ikwor

Ademe

2021

Cogent Business & Management

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“…Последствия этой характеристики заключаются в том, что организации в государственном секторе осторожны, подчиняются строгим правилам и в силу этого относительно негибки. Даже эксперименты по привлечению частных подрядчиков, агентств и полугосударственных органов способны разорвать эту политическую связь [8].…”

Section: структурные характеристики продукции сектора государственных услугunclassified

Особенности Развития Современного Сектора Государственных Услуг В Условиях Смешанной Экономики

2021

Экономические Науки

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Лихачев Михаил Олегович доктор экономических наук, доцент, профессор кафедры Экономической теории и менеджмента Московский педагогический государственный университет, Россия, Москва Главный научный сотрудник Центр научно-информационных исследований по науке, образованию и технологиям Институт научной информации по общественным наукам (ИНИОН) РАН,

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“…Distributive justice refers to the perceived fairness of the remedy offered by the service provider (Blodgett, Hill, & Tax, 1997). A large number of studies are available which have investigated the impact of these three elements on customer satisfaction and various behavioural outcomes (for example, Andaleeb, Huda, Akhtar, & Dilshad, 2012;Battaglia, et al 2012;Blodget, et al, 1997;Casado, et al, 2011;Gelbrich & Roschk, 2011;Gustafsson, 2009;del Río-Lanza et al, 2009;and Sabharwal & Soch, 2011).…”

Section: Introductionmentioning

confidence: 99%

Australian Retail Banking Customers’ Perceptions of Time in A Service Recovery Process

Valenzuela

Cooksey

2014

CMR

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Results of past studies related to the role of time in service recovery processes have not been conclusive. The present study seeks to address this gap in the literature. In particular, the investigation is aimed at understanding how much time customers expect banks to take in solving their complaints, as well as how much personal time and effort customers are willing to invest during the process of addressing a complaint. To address these objectives, 25 in-depth interviews were conducted with Australian retail banking customers. Results demonstrated that a majority of customers expected banks to resolve their complaints within 24 hours, and that the amount of personal time and effort they were willing to invest in the process of complaining was dependent on the magnitude of the service failure. The investigation also identified four distinct groups of customers in relation to the personal time and effort they were willing to invest in the complaint process: non-complainers, convenience-oriented solution seekers, control seekers and desperate solution seekers.

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Customer Satisfaction With Complaint Resolution in the Power Sector in a Developing Economy

Cited by 6 publications

References 26 publications

Customer satisfaction with complaint responses under the moderation of involvement

Customer satisfaction with complaint responses under the moderation of involvement

Особенности Развития Современного Сектора Государственных Услуг В Условиях Смешанной Экономики

Australian Retail Banking Customers’ Perceptions of Time in A Service Recovery Process

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