Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

Sharma, Piyush; Marshall, Roger; Reday, Peter Alan; Woonbong, Na

doi:10.1080/02672570903512502

Cited by 35 publications

(27 citation statements)

References 51 publications

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“…Although customers may employ a number of different channels to communicate their complaint, such as face-to-face contact, the telephone, postal mail, the recent emergence of social media has empowered many customers to complain online in seeking redress or venting frustration (Tripp & Grégoire, 2011). Before the advent of social media, a majority of dissatisfied customers failed to complain, as the cost of complaining was perceived to far exceed the benefits associated with service recovery (Sharma, Marshall, Alan Reday, & Na, 2010). This has dramatically changed with the emergence of social media.…”

Section: Introductionmentioning

confidence: 98%

Customer e-complaining behaviours using social media

Balaji

Jha

Royne

2015

The Service Industries Journal

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This paper develops a conceptual framework about customer complaining behaviours (CCB), using social media. Specifically, this research expands the current understanding of CCB by examining the differential impact of unfairness, firm response, retaliation, locus attribution, stability attribution, and personal identity on public complaining and private complaining using social media, and their subsequent impact on post-complaining satisfaction (PCS) and loyalty. Public complaining refers to customer complaints directed to a service provider, while private complaining refers to service failure complaints directed towards other customers. A structural equation model shows that high levels of unfairness, firm response, locus, and personal identity have a strong influence on public complaining, while desire for retaliation is a significant factor influencing private complaining. The findings contribute to practice by providing useful and pertinent information for developing suitable web care interventions to effectively deal with public complaining and private complaining through social media platforms.

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Section: Introductionmentioning

confidence: 98%

Customer e-complaining behaviours using social media

Balaji

Jha

Royne

2015

The Service Industries Journal

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“…According to Sharma, Marshall, Reday and Na (2010), the results of studies employing student samples may not be generalized to non-student populations. Furthermore, the study sample was selected from 10 restaurants in the neighbourhood of universities in Amman.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Al-Tit

2015

ASS

109

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The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

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“… Demographics (Warland et al, 1975;Zaltman et al, 1978;Jacoby and Jaccard, 1981;Moyer, 1984;Bearden and Oliver, 1985;Lee and Soberon-Ferrer, 1999;Grougio and Pettigrew, 2009),  Attitudes toward complaining (Best and Andreasen, 1977;Zaltman et al, 1978;Jacoby and Jaccard, 1981;Richins, 1982;Day, 1984;Bearden and Oliver 1985;Richins, 1987;Bodey and Grace, 2007;Fernandes and dos Santos, 2008),  Personality factors (Fornell and Westbrook, 1979;Jacoby and Jaccard, 1981;Harris and Mowen, 2001;Phau and Sari, 2004;Bodey and Grace, 2007;Grougio and Pettigrew, 2009;Sharma et al, 2010;Ekinci et al, 2016),  Attitudes toward business and government (Jacoby and Jaccard, 1981;Moyer, 1984).…”

Section: Factors That Lead To Ccbmentioning

confidence: 99%

Mood, consumer interaction styles, and perceived risk in consumer complaining behavior

Tosun¹,

Sezgin²,

Uray³

2018

Pressacademia

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Purpose-Consumer complaining behavior (CCB) is an extensively studied subject in the literature. Many personal and situational factors have been identified as antecedents of CCB. However, previous research has relatively been less focused on the impact of perceived risk, assertiveness and aggressiveness on CCB. The purpose of this study is to elaborate the influence of these constructs on consumer complaining behavior, by combining them with the mood of the consumer. Methodology-Through a literature review, mood, assertiveness, aggressiveness and perceived risk have been conceptualized as antecedents of CCB. Findings-Literature suggests that mood, perceived risk, assertiveness, and aggressiveness may have an impact on CCB. As a result of this elaboration, a conceptual model depicting the relations among these constructs is proposed in this study. Conclusion-A conceptual model that includes the interaction of personal variables with mood has contributed to the literature by achieving a novel perspective in explaining CCB.

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Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

Cited by 35 publications

References 51 publications

Customer e-complaining behaviours using social media

Customer e-complaining behaviours using social media

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Mood, consumer interaction styles, and perceived risk in consumer complaining behavior

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