Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain

Janjua, Qaiser Rashid

doi:10.22547/ber/9.4.2

Cited by 4 publications

(4 citation statements)

References 47 publications

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“…Several other impacts of complaints were identified by participants, which have been discussed in the literature, reflecting greater consensus between this sample and extant literature. Such impacts included the ability to improve service (Krishna et al , 2014; McCollough et al , 2000; Stauss and Schoeler, 2004; Taleghani et al , 2011), promoting guest loyalty (Stauss and Schoeler, 2004), notably through the service recovery paradox (Maxham and Netemeyer, 2002; Michel and Meuter, 2008; Ok et al , 2007; Smith and Bolton, 1998), and influencing word-of-mouth (Dinnen and Hassanien, 2011; Janjua, 2017; Stauss and Schoeler, 2004).…”

Section: Discussionmentioning

confidence: 99%

“…Without customer complaints, businesses may not be aware of problems or issues which exist, leaving them unable to take corrective action (Taleghani et al, 2011). Furthermore, some guests may not voice their dissatisfaction to the company and instead prefer to change their loyalty to Complaint management behaviour other brands or voice their dissatisfaction to friends and family leading to negative word-ofmouth (Dinnen and Hassanien, 2011;Janjua, 2017). The attitude benefit suggests that the customer's change in attitude, from dissatisfied to satisfied, due to effective complaint management can lead to future profits for the firm.…”

Section: Importance Of Complaint Managementmentioning

confidence: 99%

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Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

Parikh

Dutt

2021

IHR

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PurposeA continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to fully explore how staff demographics influence the methods in which they manage complaints.Design/methodology/approachA qualitative approach was adopted with semi-structured interviews. A purposeful sample was selected, inviting managers from hotels in Dubai to share their views on factors affecting the complaint management process, including the impact of staff demographics.FindingsStaff demographics were found to have an impact on staff's approach to handle complaints. However, participants generally felt that, with sufficient experience, the impact of many of these influences would be negated.Originality/valueLiterature on complaint management has considered numerous mitigating factors affecting the complaint management process. The impact of staff demographics on how they receive and respond to complaints has not been thoroughly explored.

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Section: Discussionmentioning

confidence: 99%

Section: Importance Of Complaint Managementmentioning

confidence: 99%

Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

Parikh

Dutt

2021

IHR

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“…The way individuals respond to the challenges of life determines their personality (Janjua, 2017). The physique, intellect, and interests of individuals as well as their attitudes, convictions, and way of life are all traits that makeup who they are as a whole.…”

Section: Literature Reviewmentioning

confidence: 99%

The role of personality differences in achieving organisational productivity

Opare Darko,

Bans-Akutey,

Ugoh

et al. 2023

Annals of Management and Organization Research

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Purpose: This study examines the role of personality differences in organizational productivity. Specifically, the study examined the level of acceptance of individual differences, ascertained how individuals relate to each other to attain preset productivity levels and assessed how personality differences translate into organizational productivity. Research methodology: Using a quantitative research approach and case study design, data were collected from 190 employees through simple random sampling. Data were analyzed using descriptive statistics from IBM SPSS Statistics 24 and are presented in the tables. Results: The results showed a high level of acceptance of individual differences, even though leaders mostly failed to adjust to employee differences. It was also found that, although leaders did not invest in employee relations programs, personality differences positively affected organizational productivity. The findings also reveal that employees are creative in managing resources and materials for production, explaining the significant influence of personality differences on productivity. Limitations: The data were analyzed using descriptive statistics only. Therefore, no inferences can be made. This study was limited to the employees of the Ghana Meteorological Agency. Contribution: Organizational leaders need to become more tolerant of individual employee differences, as this goes a long way to improve organizational productivity. Future studies should consider other industries in which the workforce is more diverse. Novelty: This study highlighted the role of personality differences in achieving organizational productivity with evidence from the Ghana Meteorological Agency.

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Consumers respond to their lack of satisfaction with service provision in a variety of ways. For instance, research findings indicates that consumers' response options to service dissatisfaction is related to customer loyalty, which may impact their future repurchase intentions (Janjua, 2017). The current study investigates the impact of loyalty, and its cultural understanding, on dissatisfaction response styles of university students.

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mentioning

confidence: 96%

Exploring the Opportunities and Challenges Relating to the Variances in Students’ Response to Dissatisfaction in Business Management Educational Services

Helou¹,

Crismon²,

Crismon³

2021

WJER

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Consumers respond to their lack of satisfaction with service provision in a variety of ways. For instance, research findings indicates that consumers’ response options to service dissatisfaction is related to customer loyalty, which may impact their future repurchase intentions (Janjua, 2017). The current study investigates the impact of loyalty, and its cultural understanding, on dissatisfaction response styles of university students. In particular, it compares the variations in response options between Anglo-Saxon Australian students and international Middle Eastern students, attending Australian universities and other tertiary higher education Australian institutions, in an attempt to explore the impact of culture on dissatisfaction, and the resultant response options chosen by students, as guided by culturally defined perceptions and values (Newsome & Cooper, 2016). Findings indicate that there are significant variations in terms of the degree of ethnic loyalty and the response options that students engage in as a reaction to educational service dissatisfaction, mostly attributable to differences in cultural values. The contributions of this study are three-fold. First, the current research study further develops our understanding of cultural loyalty and its impact on students’ future repurchase intentions. Secondly, it provides an understanding of the dissatisfaction response styles of university students coming from different ethnic backgrounds. Finally, this study further contributes to our understanding of the relationship between students’ ethnic backgrounds and their respective repurchase decisions.

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Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain

Abstract: Abstract

Cited by 4 publications

References 47 publications

Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

The role of personality differences in achieving organisational productivity

Exploring the Opportunities and Challenges Relating to the Variances in Students’ Response to Dissatisfaction in Business Management Educational Services

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