The Bottom Line Impact of Organizational Responses to Customer Complaints

Davidow, Moshe

doi:10.1177/109634800002400404

Cited by 214 publications

(263 citation statements)

References 27 publications

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“…Customer effort negatively affects customer satisfaction (β=-.20), indicating that firms need to reduce the share of customer effort in the process of complaint handling. The main effect of satisfaction on word-of-mouth, loyalty, and intention to crosspurchase (EG6-8) supports prior findings [30,31].…”

Section: Discussionsupporting

confidence: 82%

“…Loyalty refers to a customer's intention to continue to do business with an organization [14]. Positive wordof-mouth is the likelihood of spreading positive information about an organization [30,31]. Jeng [32] found that corporate reputation and satisfaction raise cross-buying intentions by decreasing information costs and enhancing trust and affective commitment.…”

Section: Outcome Intentionsmentioning

confidence: 99%

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Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm's technology usage for complaint handling in two ways: (a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.

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Section: Discussionsupporting

confidence: 82%

Section: Outcome Intentionsmentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…(2009) to measure procedural justice; three items from Blodgett et al (1997) and Lin et al (2011) to measure interactional justice; three items from del Río-Lanza et al (2009) andLin et al (2011) to measure customer satisfaction with service recovery; two items from Davidow (2000) and Lin et al (2011) to measure switching intentions, and three items from Blodgett et al (1997) to measure intentions to generate positive word of mouth were borrowed and adapted. All items were measured on 7-point, Likert-type scales anchored at 'strongly disagree' and 'strongly agree'.…”

Section: Methodsmentioning

confidence: 99%

Managing online service recovery: procedures, justice and customer satisfaction

Singh

Crisafulli

2016

JSTP

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Structured Abstract PurposeThe Internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the Internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. This study investigates the impact of two online service recovery strategies -online information and technology-mediated communication -on customer satisfaction, switching and word-of-mouth intentions. Design/methodology/approachA scenario-based experiment is employed. Data are analysed using partial least squares structural equation modeling (PLS-SEM). FindingsOnline information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word-of-mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implicationsFurther research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implicationsService managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke emails, and virtual chat communications showing genuine customer care. Originality/valueOnline information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

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“…They find that consumer delight and disappointment with complaint outcomes are primarily influenced by compensatory aspects of complaint resolutions. Davidow [8] examined how customers assess the organizational responses to complaints, and impact of those assessments on future consumer behavior. They find attentiveness as the most important organizational response dimension, affecting both word-of-mouth activity and repurchase intentions.…”

Section: Literature Reviewmentioning

confidence: 99%