The effects of customer service on consumer complaining behavior

Blodgett, Jeffrey G.; Wakefield, Kirk L.; Barnes, James H.

doi:10.1108/08876049510094487

Cited by 314 publications

(241 citation statements)

References 24 publications

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“…It seems that the issue of effective complaint handling is still not adequately addressed by businesses. This apparent disregard of dealing with customer complaints effectively is surprising, especially when the seriousness of customer dissatisfaction in the short and long term is considered: Customer switching to competitor firms (Homburg and Fürst, 2005) and negative word-of-mouth (Blodgett et al, 1995;Lerman, 2006) both inevitably lead to the high costs of acquiring new customers (Hart et al, 1990).…”

Section: Importance Of Effective Complaint Handlingmentioning

confidence: 99%

Analysing the preferred characteristics of frontline employees dealing with customer complaints

et al. 2011

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PurposeThis paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees.Design/methodology/approachData were collected using Kano questionnaires from 272 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development.FindingsThe analysis of the Kano questionnaires for the UK reveals that complaining customers take the contact employee's ability to listen carefully for granted. The Kano results for Saudi Arabia clearly indicate that complaining customers are (still) easier to delight than their UK counterparts.Research limitations/implicationsEven though the study has a sample size similar to several existing Kano studies, future research studies could still use larger probability samples that represent the broader (complaining) consumer population in the selected countries.Practical implicationsIf companies know what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers' underlying expectations. For this purpose, the paper gives several suggestions to managers to improve active complaint handling and management.Originality/valueThe study adds to the understanding of effective complaint handling. The findings are the first to show that employee factors that are performance factors in a highly developed service economy can still delight customers in a less developed service economy.

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Section: Importance Of Effective Complaint Handlingmentioning

confidence: 99%

Analysing the preferred characteristics of frontline employees dealing with customer complaints

et al. 2011

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“…또한 소비자 비윤리성은 인구통계학적 특성인 여성일수록, 연령, 교육수준, 소득수준이 낮을수록 높은 비윤리성과 관련이 있 는 것으로 나타났다 (Erffmeyer, et al 1999;Frederick et al, 1988;Fullerton et al, 1996;Kennedy & Lawton, 1998;Lee & Seo, 2012;Serwinek, 1992;Vitell et al, 1991;Shin, 2000;Kim & Lee 2003;Kim, 2006). et al, 1995: Jacoby & Jaccard, 1981Richins, 1983;Singh, 1988 (Seo & Song, 2006;Jung & Yeo, 2010). (Bearden & Teel, 1983;Day, 1984;Day & Landon, 1976).…”

Section: 기존 연구에서 가장 빈번하게 사용하는 소비자 비윤리unclassified

The Effect of Consumer Value and Unethicality on the Type of Consumer Complaint Behaviors

Lee¹,

Lim²

2013

Korean Journal of Human Ecology

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This study analyzed the effect of consumer value and unethicality on the type of consumer complaint behaviors. Despite the obvious importance of the research on consumer complaint behaviors focused on consumer's inherent personality, there is relatively little work done. The purpose of this study is to analyze the determinants of consumer complaint behaviors in order to improve consumers' well-being and develop the market condition. The 1,050 respondents are finally analyzed using the descriptive statistics, factor analysis, and multinominal logit model. Consumer value and unethicality are significant effect on the type of consumer complaint behaviors such as no action, private action only, public action only, and both private and action. The orientation of achievement and pleasure among consumers' value is associated with the higher level of complaint behaviors compared with no action. In terms of consumers' unethicality, no harm unethicality is associated with the types of each consumer complaint behavior except no action. On the other hand, both proactive and passive unethicality increase the possibility of no action. The policy implications of the consumer education are suggested as well as the directions of customer management strategies in the business sector.

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“…Scientific studies has revealed that on the behavior of consumer complaints are very important recent days (Maute&William, 1993;Blodgett et al, 1993;Barlow&Moller, 1996;Eccles & Durand, 1998;Tax et al, 1998;Blodgett&Anderson, 2000;Nyer, 2000;Liu & McClure, 2001;Maxam&Netemeyer 2002;Kim, C., Kim, S., Im, & Shin, 2003;Lam&Tang, 2003;Heung & Lam, 2003;Ndubisi & Tam, 2004;Otto et al, 2005;Blodgett, Hill ve Bakir, 2006;Lerman, 2006, Ndubisi & Tam, 2007Homburg&Andreas, 2007;Blodgett ve Li, 2007;Bolkan ve Daly, 2008;Fox, 2008;Haverila&Naumann, 2009;Hansen, Wilke ve Zaichkowsky, 2009;Ashley ve Varki, 2009;Hakimah et.al. 2010;Larivet&Brouard, 2010;Tolon&Zengin, 2011;Perkins;2012;Iyiola&Ibidunni;2013;Komunda, 2013 ).…”

Section: Literature Reviewmentioning

confidence: 99%

Consumers' Complaining Behavior in Terms of Assertiveness and Discontent; A Field Study From Eskisehir, Turkey

Turan¹,

Çalık²

2017

IJoSS

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The effects of customer service on consumer complaining behavior

Cited by 314 publications

References 24 publications

Analysing the preferred characteristics of frontline employees dealing with customer complaints

Analysing the preferred characteristics of frontline employees dealing with customer complaints

The Effect of Consumer Value and Unethicality on the Type of Consumer Complaint Behaviors

Consumers' Complaining Behavior in Terms of Assertiveness and Discontent; A Field Study From Eskisehir, Turkey

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