Explaining customer satisfaction with complaint handling

Neira, Concepción Varela; Vázquez‐Casielles, Rodolfo; Argüelles, Víctor Iglesias

doi:10.1108/02652321011018305

Cited by 60 publications

(69 citation statements)

References 70 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Although a service failure has the potential to destroy customers' loyalty, the successful implementation of service recovery strategies may prevent the defection of customers who experience a service failure. Consequently, it is important to understand what factors make customer recovery programs successful (Varela-Neira et al, 2010).…”

Section: Organizational Effectivenessmentioning

confidence: 99%

Examining the Effect of the Organization’s Internal Control System on Organizational Effectiveness: A Jordanian Empirical Study

Mahadeen¹,

Al-Dmour²,

Obeidat³

et al. 2016

IJBA

View full text Add to dashboard Cite

This study aims to investigate the impact of the internal control system (Control environment, Communication, Risk management, Control activities and Monitoring) on organizational effectiveness in Jordan. The organizational effectiveness was studied through three approaches namely; organizational ability to achieve its goals (Goal approach), organizational ability to control and maintain the needed resources (Resource Control approach) and the (Multiple Constituency approach) which deals with organizational competitiveness, job satisfaction, customer satisfaction and complaints. To achieve the objectives of the study, a theoretical framework was developed and some hypotheses were proposed. Data were collected using a self-administrated questionnaire from 151 employees occupying different managerial levels in Jordan. The results of the multiple regression test showed a high positive impact of the study variables on organizational effectiveness with (R = 87.9%) and (R square =77.3%). Based on the findings of the research, the researchers suggest a number of relevant recommendations related to improving awareness about the importance of internal control system components, and mechanisms to improve internal procedures and processes for improving the organizations' effectiveness using different approaches. The implications to both theory and practice are discussed at the end of this paper.

show abstract

Section: Organizational Effectivenessmentioning

confidence: 99%

Examining the Effect of the Organization’s Internal Control System on Organizational Effectiveness: A Jordanian Empirical Study

Mahadeen¹,

Al-Dmour²,

Obeidat³

et al. 2016

IJBA

View full text Add to dashboard Cite

show abstract

“…Loyalty behaviors show an increase in number of purchases, an increase in number of customers and lower price sensitivity (Varela-Neira, Vazquez-Casielles & Iglesias, 2010). Loyal customers guarantee a reduction in marketing costs for long periods of time.…”

Section: Customer Loyaltymentioning

confidence: 99%

Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Hofman-Kohlmeyer

2016

CBUP

View full text Add to dashboard Cite

Customer loyalty is a highly valuable asset. To gain loyalty of current customers and create attachments, the growing ranks of entrepreneurs decide on implementation of loyalty programs. This article aims at providing a theoretical outlook on various approaches on loyalty programs derived from literature review and identifing the factors which lead to success of a company. The literature review offers some directives for managers which are useful in the preparation of rewarding programs and are also a source of valuable customer information that helps in building future marketing strategies. We concluded that loyalty programs impact customers using financial and psychological factors to maintain long-term loyalty. Furthermore, loyalty programs should include financial as well as affective components as only financial incentives don't guarantee a long-term relationship. JEL Classification Number: M31, DOI: http://dx.doi.org/10.12955/cbup.v4.762

show abstract

“…Likewise, loyal customers exhibit increased repurchase intentions, a decrease in price sensitivity, and positive word of mouth communications (Varela-Neira et al, 2010). It is therefore more economical to serve current customers (Tepeci, 1999).…”

Section: Introductionmentioning

confidence: 99%

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

View full text Add to dashboard Cite

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: Purpose: Post Apartheid, the South African supermarket sector has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments.Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings:The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to store loyalty. Originality/Value:This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

show abstract

Explaining customer satisfaction with complaint handling

Cited by 60 publications

References 70 publications

Examining the Effect of the Organization’s Internal Control System on Organizational Effectiveness: A Jordanian Empirical Study

Examining the Effect of the Organization’s Internal Control System on Organizational Effectiveness: A Jordanian Empirical Study

Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Contact Info

Product

Resources

About