Exploring the solution – the contextual effect on consumer dissatisfaction and innovativeness in financial service companies

The Effects Of Customer Dissatisfaction On Switching Behavior In The Service Sector

“…As show in Figure 1, this study posits how a virtualized environment, which is known for its high level of interactivity, switches customers' attitudes from offline in the case of the service sector. By applying the model of REM, this study addressed customer dissatisfaction, a state of cognitive or emotive discomfort caused by insufficient return relative to the resources invested (time, money, emotion, and so on) by the consumer at any stage the relationship with the seller (Fornell & Wernerfelt, 1987), which has been the focus of much research in recent years (Yang et al, 2009). However, contrary to a popular notion, customer dissatisfaction has a positive impact in that it impels a firm to create better products and provide better services (Yang et al, 2009).…”

“…By applying the model of REM, this study addressed customer dissatisfaction, a state of cognitive or emotive discomfort caused by insufficient return relative to the resources invested (time, money, emotion, and so on) by the consumer at any stage the relationship with the seller (Fornell & Wernerfelt, 1987), which has been the focus of much research in recent years (Yang et al, 2009). However, contrary to a popular notion, customer dissatisfaction has a positive impact in that it impels a firm to create better products and provide better services (Yang et al, 2009). At the same time, consumers are often motivated to search for new information as well as becoming willing to adopt new products and services (Yang et al 2009).…”

“…At the same time, consumers are often motivated to search for new information as well as becoming willing to adopt new products and services (Yang et al 2009). Therefore, in an era that constantly emphasizes the need for change, creativity, and innovation (Frohman, 1997), the question still arises whether consumer dissatisfaction remains a detriment for consumer innovation (Yang et al, 2009). …”

“…The fundamental difference between the two types of active response, exit and voice, is that exit can be destructive to an organization, whereas voice is constructive (Van Dyne & LePine, 1998). Hirschman's EVL theory pointed out the principle of impotent conception: the voice option is the only way in which dissatisfied customers or members can react when the exit option is unavailable (Yang et al, 2009). …”

Balancing exploration and exploitation capabilities in high technology firms: A multi-source multi-context examination

“…Thus, it is further recommended that future research assignments subdivide the next categories of analysis into individual, group, and organizational levels. Additionally, studies that examine the topic at hand using multilevel analysis (e.g., Yang, Tu, & Yang, 2009) as the research design would be viable.…”