How do firms benefit from customer complaints?

Yılmaz, Cengiz; Varnalı, Kaan; Kasnakoğlu, Berna Tarı

doi:10.1016/j.jbusres.2015.08.038

Cited by 51 publications

(41 citation statements)

References 39 publications

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“…This study also confirms that DF influences Customer Satisfaction. Previous studies revealed that a strong influence of DF on Satisfaction occurs when customers or employees compare what they gain with what they have contributed (Hui & Au, 2001;Noone, 2012;Sparks & Mccoll-kennedy, 2001b;Yilmaz et al, 2016a). A study from Chan and Lai (2017) shows that when employees perceive being rewarded fairly, they will feel satisfied, and even go extra miles.…”

Section: Discussionmentioning

confidence: 99%

“…It focuses on the fairness of interactional communication and procedures (Karkoulian et al, 2016). IF is a perceived fairness of treatment (Yilmaz et al, 2016c). It includes interpersonal, such as courtesies and politeness, and informational, such as delivering all the related information well (Jung, Brown, & Zablah, 2017).…”

Section: Literature Review Service Fairnessmentioning

confidence: 99%

“…Service recovery and price fairness studies (Bechwati, Sisodia, & Sheth, 2009;J. DeConinck & Bachmann, 2005;Goudarzi et al, 2013;Gustafsson, 2009;Homburg et al, 2014;Malc et al, 2016;Ro & Olson, 2014;Sharifi & Aghazadeh, 2016;Yilmaz, Varnali, & Tari, 2016b;Yilmaz et al, 2016c) show that quick responses, simple processes, and no-hassle processes increase outcomes. Complicated procedures are one of the most complained about item by BPJS Kesehatan Patients.…”

Section: H1: Interactional Fairness Positively Influences Customer Samentioning

confidence: 99%

“…In the emotionally exhausted working environment, perceived fairness in reward relocation strongly influences employee loyalty (J. C. Hur & Jang, 2016). When customers feel the 'loss' (service is not as good as they expected), tangible compensation (DF) is important for post-complaint satisfaction (Hui & Au, 2001;Noone, 2012;Sparks & Mccoll-kennedy, 2001b;Yilmaz et al, 2016c). Not all BPJS Kesehatan members are using the services; in other words, some are contributing but never use the service or only use the service a few times.…”

Section: H2: Procedural Fairness Positively Influences Customer Satismentioning

confidence: 99%

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Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Dwidienawati¹,

Arief²,

Abdinagoro³

2018

JBRMR

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This study discusses the importance of service fairness variables -Interactional Fairness, Procedural Fairness, and Distributive Fairness -toward customer satisfaction, which further leads to customer intention to pay. There is limited previous empirical research on the effect of service fairness to service delivery, particularly in the healthcare industry. The authors hypothesised that there was a positive influence from three variables of service fairness, from customer satisfaction, to customer satisfaction, to intention to pay. Using the descriptive quantitative method, this pilot study was conducted to review the service delivery of BPJS Kesehatan service providers in various cities in Indonesia, with BPJS Kesehatan members as respondents. Data analysis was analysed with PLS-SEM with SmartPLS software. The study showed that there was a positive impact of Interactional Fairness and Distributive Fairness on customer satisfaction, and customer satisfaction on intention to pay. However, this study failed to show the relationship between Procedural Fairness to customer satisfaction. This study strengthens the building evidence of service fairness to customer satisfaction, specifically in-service delivery and in healthcare industry.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Review Service Fairnessmentioning

confidence: 99%

Section: H1: Interactional Fairness Positively Influences Customer Samentioning

confidence: 99%

Section: H2: Procedural Fairness Positively Influences Customer Satismentioning

confidence: 99%

See 2 more Smart Citations

Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Dwidienawati¹,

Arief²,

Abdinagoro³

2018

JBRMR

View full text Add to dashboard Cite

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“…In other hand, QFD is mechanism for translating the voice of customer into the language of engineers [11]. A study from Yilmaz et al, [12] report that complaint management is affected by two factors, namely, customer response and organizational learning. Further, [13] concluded that QFD is effective methods to translate customer needs into engineering characteristics.…”

Section: Introductionmentioning

confidence: 99%

Customer's Perception and Expectation for Reverse Logistics Implementation

Pulansari¹,

Donoriyanto²,

Nisa³

2016

Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

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Good communication between buyers and sellers are important strategy for company to maintain the customer satisfaction, loyalty, and enhance financial performance. Complaint is a signal that indicates important information that needs quick response. On the other hand, environmental problems (i.e. waste, unused product and limitation of natural resources) become growing concern through the decade. This paper proposed House of Reverse Logistics (HRL) for connecting between customer needs and environmental problems. HRL effectively can minimize the customer complaint. Literature showed that Customer Needs and Reverse Logistics (RL) are effective method to solve these problems. The design of HRL was adopted from Quality Function Deployment (QFD) Keywords-Reverse Logistics, Customer Perception, Quality Function DeploymentProcess, the topic focused on disassembly product, product return process, modelling systems remanufacturing management and coordinated along supply chain actors [18;19; 20; 21]. In other hand, [22], [23] and [24] focused on infrastructure design, and capacity production. RL Structure discussed on location and allocation planning [25; 26; 27; 28].

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When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

Popelnukha

Weng²,

Ali³

et al. 2020

J of Consumer Behaviour

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In the customer complaint literature, researchers have found that the lack of an incidental sense of power is one of the reasons why customers do not complain. However, two issues are left unanswered: does a chronic sense of power influence consumer complaining behavior, and how individuals who feel chronically powerless can be encouraged to complain when dissatisfied. The present study is intended to address this topic. Drawing on the approach–inhibition theory of power, we argue that the probability of complaint success increases the complaint behavior of customers with a low chronic sense of power, thereby mitigating the differences in the complaint behavior of consumers with low and high power. The three studies indicated that a low chronic power was negatively associated with complaining intentions and that this association was mitigated by the perceived success of complaining.

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How do firms benefit from customer complaints?

Cited by 51 publications

References 39 publications

Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Is service fairness influencing customers’ satisfaction and intention to pay insurance premium? A case in BPJS Kesehatan Indonesia

Customer's Perception and Expectation for Reverse Logistics Implementation

When do low‐power customers complain? The joint effects of chronic sense of personal power and complaint success on complaining intentions

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