An Exploratory Behavioral and Socio‐Economic Profile of Consumer Action About Dissatisfaction with Selected Household Appliances

Mason, J. Barry; Himes, Samuel H.

doi:10.1111/j.1745-6606.1973.tb00528.x

Cited by 58 publications

(31 citation statements)

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“…Mason and Himes (1973), Warland et al (1975), and Ndubisi and Ling (2006) discriminate, for instance, between 'upset action' and 'upset no action' customers. Though such dichotomies may be useful, they inadequately reflect complexities of interactions.…”

Section: Agency Of the Individualmentioning

confidence: 99%

Towards a new model of “customer compliance” service provision

Kasabov

Warlow²

2010

European Journal of Marketing

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Purpose:In the last 10 years, businesses taking advantage of market deregulation, call-centre, Intranet and Internet technology have broken traditional marketing norms and path dependent customer management practices. These businesses offer substantially lower prices and good customer service. In spite of anecdotal evidence of the high level of service complaints in the press, these businesses are expanding rapidly by growing the market and by taking share from traditional suppliers. Service failure recovery and complaint management are two areas which are extensively re-designed by such businesses. This paper identifies and examines such new practices. The authors suggest that the traditional 'customer-centricity' model is being replaced by a 'customer-compliance business model' (CCBM) of service provision. This new model and its propositions defy conventional thinking in the areas of service recovery and complaint management. Design/Methodology/Approach:Available data and research are reviewed, in an attempt to understand CCBM. Differences with the customer-centricity model are discussed. Findings:CCBM cannot be explained adequately by current assumptions in marketing. It breaks commonplace marketing expectations about service failure and recovery. Research limitations/implications:The emphasis is on explaining innovations in service recovery and complaint management. Practical implications:Companies which operate the CCBM model are of growing importance to developed, serviceorientated economies. We build upon evidence to show how CCBM businesses have abandoned or minimised costly customer centricity and have broken past norms and conventional marketing thinking and practice. Originality/value:The scarcity of research in this area is explained by the recent, rapid evolution of these new model businesses. This study reveals and makes sense of important trends in service provision, distinct from and incompatible with normative arguments in some academic writings that advocate service recovery excellence.4

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Section: Agency Of the Individualmentioning

confidence: 99%

Towards a new model of “customer compliance” service provision

Kasabov

Warlow²

2010

European Journal of Marketing

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“…They are poor in terms of possible categories and are not grounded in a rigorous analysis of response styles. Certain typologies nevertheless allow a few specific behaviours in the expression of CCB to be extracted, for example the 'irritated actives', 28,29 the 'activists', 30 the 'complainers', the 'irates', 31 the 'voicers', 32 the 'slightly offended' or the 'champions'. 33 For Hirschman 34 the complaint must be considered as feedback on the quality delivered by the company, the 'complainers' are called 'alert customers' (because they allow the company to improve the product or service) as…”

Section: Wernerfeltmentioning

confidence: 99%

Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology

Crié¹

2003

J Database Mark Cust Strategy Manag

129

116

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“…More specifically, consumers who have complained to third parties tend to be younger, more educated, better informed, more politically active and to have higher incomes (Mason and Himes, 1973;Warland et al, 1975).…”

Section: The Satisfaction Of the Hotel Customermentioning

confidence: 99%

Impact of the perceived importance of a hotel’s corporate responsibility on tourists’ complaints behaviour

Florencio¹,

Camacho²,

Silva³

2015

ESIC Market

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This work is centred on the study of the Corporate Responsibility (CR) of hotel firms and its influence on tourists' complaints behaviour. The methodology of the empirical study, carried out among 629 customers lodging in hotels in the city of Seville, is based on structural equations modelling (PLS). The results obtained show that there is a significant relation between the perceived importance of CR and the tendency to complain. The latter also significantly affects the number of complaints a person files. Likewise, a significant and negative effect of the tourists' satisfaction on the complaints filed is noted. The main contributions stem from a better knowledge about the antecedents of complaints behaviour. This comes from having incorporated the variable of the importance of CR, which has not been studied before. On the other hand, the work means to offer a contribution to the field of CR research as, despite the growing interest in the topic, the effects of this construct on customers still remain little known.

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An Exploratory Behavioral and Socio‐Economic Profile of Consumer Action About Dissatisfaction with Selected Household Appliances

Cited by 58 publications

References 0 publications

Towards a new model of “customer compliance” service provision

Towards a new model of “customer compliance” service provision

Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology

Impact of the perceived importance of a hotel’s corporate responsibility on tourists’ complaints behaviour

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