The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions

Blodgett, Jeffrey G.; Granbois, Donald H.; Walters, Rockney G.

doi:10.1016/0022-4359(93)90015-b

Cited by 481 publications

(381 citation statements)

References 23 publications

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“…However, the findings of this study on service attributes as the second common variable that was significant to both voice and exit supported prior studies of Day and Landon, 1976;Bearden and Oliver, 1985;Kincade et al, 1988;Blodgett, Granbois and Walters, 1993;Crie, 2003;Oh, 2003;Phau and Sari, 2004; as well as Gilly &Gelb, 1982 in Donoghue andDe Klerk, 2006. They agreed that service attributes like cost, price or the nature of the product and durability are important features of the product to the consumer (Stephens & Gwinner, 1998;Sheth et al 1999).…”

Section: Discussionsupporting

confidence: 84%

“…A few decade later, the theory has been widely adopted into management science to study the response behaviour of consumers (Blodgett, Granbois and Walters, 1993;Phau and Sari, 2004;Singh, 1990;Oh, 2003;Ng, 2001) were among others. Hirschman (1970) categorized CCB responses into exit, voice, and loyalty.…”

Section: Theory Of Exit Voice and Loyalty (Hirschman 1970)mentioning

confidence: 99%

“…The explanation of the Hirschman's 1970 theory provided in the study of (Blodgett, Granbois & Walters, 1993) was adapted to develop CCB questions in the first section. The questions in the first section were measured on a five-Likert scale point, ranging from 1 strongly disagree to 5 strongly agree.…”

Section: Research Design and Data Collectionsmentioning

confidence: 99%

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The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Alexander¹,

Samuel²

2015

JOC

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This paper analyses Customer Complaints Behaviour (CCB) using psychographic factors and the Theory of Exit, Voice and Loyalty. Prior studies on the continent of Africa have explored customer dissatisfaction, service failure, complaints handling and complaint attitudes, but not in association with psychographic factors. This research gap is addressed with a new conceptual understanding that integrates psychographic variables and the Theory of Exit, Voice and Loyalty in a single study. In total, 171 valid questionnaires were gathered from customers of two public banks in Accra chosen randomly, and a convenience sampling method was used for the respondents. This study has revealed that assertiveness, conservatism, attitude towards complaints, sense of justice, service attribute significantly influence the theory of Exit, Voice and Loyalty of CCB. What is more, the findings have also shown that there is a statistical difference between complainers and non-complainers. Complainers are more likely to stay loyal, and are less likely to voice out or leave their bankers. We suggest that banks should not only center CCB strategies towards complainers, but should also take into account non-complainers as they are equally important to businesses.

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Section: Discussionsupporting

confidence: 84%

Section: Theory Of Exit Voice and Loyalty (Hirschman 1970)mentioning

confidence: 99%

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The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Alexander¹,

Samuel²

2015

JOC

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“…Blodgett et al, 1993;Maxham III, 2001;Maxham III & Netemeyer, 2002;Tax et al, 1998;Zeithaml et al, 1996). A notable exception is the study by Conlon and Murray (1996) who examine the impact of (1) the type of explanation, (2) the presence of compensation, (3) problem severity and (4) the speed of the company's reply on both customers' satisfaction level with the explanation and their willingness to do business with the company in the near future.…”

Section: Complaint Handling Variablesmentioning

confidence: 99%

“…Bougie et al, 2003) and less likely to spread negative word-of-mouth to friends (e.g. Blodgett, Granbois, & Walters, 1993), or third-parties, such as other customers (e.g. Zeithaml et al, 1996).…”

Section: Introductionmentioning

confidence: 99%

Investigating the post-complaint period by means of survival analysis

Larivière

Poel

2005

Expert Systems with Applications

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Firms increasingly view each contact with their customers as an opportunity that needs to be managed. The primary purpose of this article is to gain a better understanding of the customers' post-complaint period. Specific focus is placed on the impact of effective complaint handling on actual customer behavior throughout the time, whereas previous research has mainly focused on time-invariant or intentional measures. Survival analysis techniques are used to investigate the longitudinal behavior of complainants after their problem recovery. The proportionality assumption is tested for each explanatory variable under investigation. In addition, the impact for each variable is estimated by means of survival forests. Survival forests enable us to explore the evolution over time of the effects of the covariates under investigation. As such, the impact of each explanatory variable is allowed to change when the experiment evolves over time, in contrast to 'proportional' models that restrict these estimates to be stationary. Our research is performed in the context of a financial services provider and analyses the post-complaint periods of 2326 customers. Our findings indicate that (i) it is interesting to consider complainants since they represent a typical and rather active customer segment, (ii) furthermore, it is beneficiary to invest in complaint handling, since these investments are likely to influence customers' future behavior and (iii) survival forests are a helpful tool to investigate the impact of complaint handling on future customer behavior, since its components provide evidence of changing effects over time. q

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Customer Service Behavior

Ryan

Ployhart

2003

Handbook of Psychology

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This chapter provides a contingency approach to the understanding, prediction, and influence of customer service behavior. Customer service behavior is defined as any activities of an employee specifically directed toward affecting service quality. Specific characteristics of services that influence how organizations promote customer service behavior are described: service intangibility, simultaneity of service production and consumption, coproduction or active customer participation, relationship vs. encounter nature of the service, role‐prescribed vs. extra‐role nature of the behavior, standard vs. customized nature of the service, and the nature and level of customer contact. These characteristics of services are then discussed in relation to research on customer service behavior in the areas of performance management, employee selection, organizational climate and employee attitudes, emotions, training, motivation, and job design. The manner by which the characteristics of services would alter how one approaches interventions in each of these areas are discussed, and questions for future research are raised.

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The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions

Cited by 481 publications

References 23 publications

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Investigating the post-complaint period by means of survival analysis

Customer Service Behavior

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