... Scott Widmier swidmier@kennesaw.edu Customer Service Complaints Customer care Dysfunctional customers Customer deviance Behavioural insight Most people have had service experiences ruined not by the service provider itself but by other customers’ actions, such as loud and obnoxious...

... To the best of the authors’ knowledge, this study is the first to test different types of redirections in webcare. The authors extend the literature on personalization and webcare apologies by examining how these webcare components operate with redirections. The need to prevent public complaints’ spiraling...

... and different threats to vulnerable consumers, who often rely on, but do not fully understand, these technologies in their everyday living. The framework helps consumers, organizations and government agencies to identify and remedy current and potential instances of harmful digital technologies. Complaints...

.... The research uses three studies. First, a list of metaperceptions about voicing behavior is compiled using the critical incident technique, and then the hypothesized effects are tested with two scenario-based experiments. Voicing is the act of submitting a complaint to a firm to accomplish a change...

... and differential management. This holistic perspective aims at enabling firms to design complaint management policies and systems that control fake complaints while maintaining sufficient redress opportunities for genuine dissatisfaction. Originality/value The paper proposes an identical classification schema...

... intelligence Problem-solving complaining Emotion Customer service Complaints Service recovery Quantitative research SmartPLS Elderly populations increasingly characterize many countries, particularly those in the developed world (e.g. North America, Europe and Japan) (Kohlbacher and Chéron, 2012...

...Todd J. Bacile; Alexandra Krallman; Jeremy S. Wolter; Nicole Dilg Beachum Purpose Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint handling channels. Some of these distinct...

... the effort involved, a lack of perceived firm efficacy and unpleasant sharing contexts inhibit it. The findings reveal a rich portrait of antecedents that illustrates how direct-to-firm suggestion-sharing behavior combines elements of customer citizenship behavior, customer complaint behavior and online...

...); and those reflecting a momentary sense of discomfort (distraction-conflict theory) (Uziel, 2007 ; Guerin and Innes, 2009). Emotion Complaints Service recovery Service failures Word-of-mouth Servicescape Businesses strive to provide good customer service. However, in the retail service...

... requires that dissatisfied customers voice their complaints to the seller and seek redress (i.e. a refund, exchange, repair, apology, etc.). Consumers who do so give the retailer an opportunity to remedy the problem and restore trust. Those who subsequently receive justice oftentimes become more loyal...

... behaviors in the marketplace. © Emerald Group Publishing Limited 2011 Consumer advocacy Service encounter failure Consumer voicing Negative word‐of‐mouth Consumer behaviour Complaints An executive summary for managers and executive readers can be found at the end of this article...

... Service experience Recovery Complaints Consumer behaviour Customer service management Tourism Norway An executive summary for managers and executive readers can be found at the end of this article. By the very nature of things all firms strive to offer favorable customer experiences...

... experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant. Originality/value This work shows that the customer's previous experience is important...

... repatronage intentions, word‐of‐mouth, and complaint intentions, and how consumer attitude toward complaining (ATC) moderates these relationships. Design/methodology/approach An integrated model is proposed, following recent developments in the service recovery literature. This model is tested using data...

...Thorsten Gruber; Isabelle Szmigin; Roediger Voss Purpose The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results...

..., complaint setting, and compensation type were investigated through comparisons of service failure themes within the three justice dimensions using correspondence analysis. Findings Critical incidents of family travelers were divided into distributional, procedural, and interpersonal justice categories...

.... In addition, the study also explores whether the “recovery paradox” exists. Design/methodology/approach Data were collected through a survey using a structured questionnaire. The 428 respondents were analyzed according to whether they did or did not make a complaint to the service providers. Findings...

.../implications In future studies, researchers may consider examining the conditions under which polite consumers do and do not voice complaints. Researchers may also consider investigating the possibility of a relationship between politeness and the opposite of complaining behavior, i.e. complimenting behavior...

...Jochen Wirtz Bernd   Stauss and Wolfgang   Seidel . Complaint Management – The Heart of CRM . Texere , 2004 . , ISBN: 0‐324‐20264‐4 © Emerald Group Publishing Limited 2006 --> Complaints Customer service management Customer satisfaction Bernd Stauss...

...Steve Baron; Kim Harris; Dominic Elliott; Kate L. Reynolds; Lloyd C. Harris Purpose Proposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate...