...Praveen Sugathan; Alexander Rossmann; Kumar Rakesh Ranjan Purpose This study aims to conceptualize and test the effect of consumers’ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels. Design/methodology/approach Study 1 systematically reviews...

... on complaining actions, their characteristics and what these actions afford companies in their attempts to deal with complaints (i.e. audience and amount of information available). Practical implications Practitioners can use the integrated taxonomy of CCB to structure their complaint handling processes...

... compared with respect to accuracy. The importance of service providers’ understanding of customers’ emotions during service failure is evident in the customer complaint and service recovery literature (Bonifield and Cole, 2007 ; Smith and Bolton, 2002). While research has typically concentrated...

... complaints and relates this to the service‐dominant logic perspective in order to develop and describe a dynamic conceptual model of customer complaining behaviour. Findings The proposed model posits three categories of complaining behaviour due to a customer's unfavourable service experience...

...Eric W.T. Ngai; Vincent C.S. Heung; Y.H. Wong; Fanny K.Y. Chan Purpose This paper aims to test the differences in the consumer complaint behaviour of Asian and non‐Asian hotel guests in terms of culture dimensions. It also aims to examine the relationship between demographic factors (age, gender...

... retention outcomes and a number of management processes including customer retention planning, budgeting and accountability and the presence of a documented complaints‐handling process. Design/methodology/approach This is carried out using a quantitative survey of 170 companies in Australia...

..., while complaints cannot be eliminated, they can be managed more effectively. Along such lines the research on post‐purchase outcomes has most frequently been concerned with satisfaction, expectations, repeat purchase intentions and related constructs (e.g. Churchill and Surprenant, 1982 ; Fornell...

....), minimizing the number of service defectors, those that leave due to poor customer service, is largely controllable. However, evidence suggests that little time is spent training employees in the art of service recovery – one study reports that one‐half of company responses to customer complaints actually...

.... It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services...

...Jagdip Singh The study of consumer complaint behaviours (CCB) and other dissatisfaction responses is an important economic activity with implications for brand loyalty and switching, market feedback mechanisms and consumer welfare. Previous research is examined, namely how consumers respond...

...David Morris; David Reeson Spotlights consumer complaints as an important signalling device — government action is undertaken as a result of them and they provide an index of consumer dissatisfaction which increases in importance as further data becomes available. Ranges across data relating...

...C.Y. Lilleker; R.E.A. Mapes; C.S. Riley Discusses frequency of complaints and the fact that very few unsatisfactory items are not complained about. States also that frequency of purchase does not stereotype complainers as middle‐class, middle‐aged women. Documents, as part of a two‐year research...