.... Andreassen can be contacted at tor.w.andreassen@bi.no © Emerald Group Publishing Limited 2013 Consumer behaviour Internet Complaints Service research Complaint management Technology acceptance Self‐service technology Effective complaint management is vital in order to secure...

...Nichola Robertson Purpose This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered. Design/methodology/approach Qualitative self‐report data from...

... there are significant relationships between cultural orientation and: the propensity of engaging in discussion of service switching incidents; communication valence; the social network that private word‐of‐mouth is shared with; the likelihood of public complaint behavior. Research limitations/implications...

...' and the following processes of complaint handling. The objective is also to investigate similarities and differences of perceived justice in negative service experiences and complaint handling, and the validity of the constructs over time. Design/methodology/approach A triangular approach is used, based upon...

...Thorsten Gruber; Isabelle Szmigin; Roediger Voss Purpose This paper seeks to explore the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that male and female customers value during personal complaint‐handling service encounters. Design/methodology...

..., customer complaints, denied boarding, and mishandled baggage to determine the trend in airline service performance over the past two decades. Design/methodology/approach Data collected for this study included customer complaints on flight problems, ticketing, refunds, fares, customer service...

...Bård Tronvoll Purpose The purpose of this paper is to utilise the service‐dominant logic of marketing to propose a conceptual model that captures a dynamic perspective of customer complaint behaviour. Design/methodology/approach To support the conceptual model advances in this paper, four...

...Jochen Wirtz Bernd   Stauss and Wolfgang   Seidel . Complaint Management: The Heart of CRM . 2005 . 310 pp.   $39.95 1st edition © Emerald Group Publishing Limited 2006 --> Customer relations Complaints Quality management Bernd Stauss and Wolfgang...

...Osman M. Karatepe; Erdogan H. Ekiz This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of apology, atonement, promptness, facilitation, explanation, attentiveness and effort...

...Bernd Stauss; Andreas Schoeler Despite the great impact of complaint handling on customer retention and the beneficial usage of complaint information for quality improvements, most companies have great difficulty calculating the profitability of their complaint management. As a consequence...

...Margareta Friman; Bo Edvardsson The research question focused on in this study is whether complaint and compliment contain different service quality attributes. A sample of 236 complaints and 69 compliments collected by a public transport company were analyzed by means of the critical incident...

...Bernd Stauss There is much empirical evidence showing that the satisfaction of complainants with a company’s response has enormous impact on the customers’ future behaviour. Therefore, it becomes necessary to fully understand the construct of complaint satisfaction. Moreover, recent research...

... defection. The findings of the present study suggest that some online shops have severely breached a few fundamental business principles, resulting in lost customers. Specifically, this study finds that failure to institute adequate complaint management and service recovery systems contributed to customer...

... of mouth. © MCB UP Limited 2000 Service quality Restaurants Customer service Complaints Estimates are that businesses typically lose about 50 per cent of their customers every five years. Quality service seminars are often introduced with statistics regarding the extensive negative...

...Bo Edvardsson Looks at customer dissatisfaction by focusing on the events which provide the source of the dissatisfaction and complaints. Uses data from research into public transport. Includes analysis of written complaints and information from interviews with customers. Concludes that quality...

... something goes wrong demonstrates the interplay of “hard” and “soft”, service delivery necessitates a complex blend of “hard” and “soft” approaches. © Company 1997 Complaints Corporate culture Customer service Training In the beginning there was smile training. Some 12 years ago customer...

...Sarah Cook; Steve Macaulay Many organizations are embracing the concept of empowerment, the devolution of responsibility and ownership for decisions in the workplace. Considers how empowerment can lead to a positive approach to complaint management which benefits both the customer...

...Norman Dingemans Defines a complaint as an occasion on which one fails to meet a customer’s expectations. Examines ways in which complaints should be handled when received by an organization. Shows how it is necessary to identify the correct root cause of the problem before acting and suggests...

...Nigel Currie Gives a brief history of the Automobile Association (AA) before going on to describe the organization’s attitudes to issues of complaints and customer satisfaction. States that the entire workforce is empowered as part of the service quality culture and explains the reasons...

...Steve Carney Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so...