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

Cho, Yoon C.; Song, Juyeon

doi:10.19030/jber.v10i10.7267

Cited by 11 publications

(24 citation statements)

References 45 publications

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“…Penyesalan juga merupakan emosi yang sering dialami dalam kehidupan sehari-hari (Bui, Krishen, & Bates, 2011). Kekecewaan dan penyesalan berpengaruh dalam pengambilan keputusan, konsekuensi dari kedua emosi ini berpotensi pada beralihnya konsumen ke perusahaan lainnya (Bui, Krishen, & Bates, 2011;Cho & Song, 2012). Roos & Friman (2008) mengemukakan bahwa kekecewaan berasal dari harapan.…”

Section: Pendahuluanunclassified

“…Tiga respon perilaku yang dominan terhadap ketidakpuasan suatu layanan jasa yaitu: switching atau beralih ke layanan jasa lain, mengeluh, dan komunikasi dari mulut ke mulut (Keaveney, 1995;Cho & Song, 2012;Lee, Romaniuk, & Behavior, 2009). Switching mengacu pada meninggalkan hubungan dengan penyedia layanan dan memulai hubungan dengan penyedia layanan lain atau menahan diri dari layanan tersebut sama sekali (Keaveney, 1995).…”

Section: Pendahuluanunclassified

“…Ketidakpuasan adalah ketika sesuatu yang menjadi harapan seseorang dalam realitanya tidak berjalan lancar atau tidak sesuai dengan apa yang diharapkan (Cho & Song, 2012). Sebagaimana yang disampaikan oleh (Sun, 2011) ketidakpuasan seorang konsumen tidak hanya diekspresikan dengan kekecewaan tetapi juga berupa penyesalan.…”

Section: Ketidakpuasanunclassified

“…Emosi tersebut akan berpengaruh pada tanggapan konsumen untuk melakukan respon perilaku. Sehingga menurut (Blodgett & Li, 2007;Cho & Song, 2012;Kabadayi, 2016) konsumen akan cenderung untuk beralih, mengeluh, berbicara tentang ketidakpuasan mereka kepada orang lain atau bahkan inersia (tidak melakukan apa-apa ketika mendapatkan pelayanan gagal).…”

Section: Ketidakpuasanunclassified

“…Kekecewaan merupakan emosi dengan rasa bersalah dan malu yang kemudian akan berdampak pada kehancuran mental (Huang & Zeelenberg, 2012). (Cho & Song, 2012;Lu, Lu, & Wang, 2012) menggunakan nilai harapan sebagai faktor yang dapat memengaruhi psikologis seseorang. Jika harapan tidak sesuai dengan ekspektasi, maka seseorang akan kecewa.…”

Section: Pengembangan Hipotesisunclassified

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Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

Pujiah

Fatmawati

2018

manaj. pemasar. jasa.

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Section: Pendahuluanunclassified

Section: Ketidakpuasanunclassified

Section: Pengembangan Hipotesisunclassified

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Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

Pujiah

Fatmawati

2018

manaj. pemasar. jasa.

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The impact of the perceived risk of COVID-19 on consumers' attitude and behavior toward locally produced food

Palau‐Saumell

Matute

Derqui

et al. 2021

BFJ

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PurposeThis study analyzes the impact of the COVID-19 pandemic on the consumption of locally produced food. In particular, it examines an extended model of the theory of planned behavior, with the addition of the perceived risk of becoming infected with the disease, locavorism and internal locus of control.Design/methodology/approachThe study employs data collected from an online panel of consumers from the five largest cities in Spain (n = 1,000). It uses partial least squares structural equation modeling (PLS-SEM) to test and validate the proposed theoretical model.FindingsThe results indicate that the perceived risk of COVID-19 drives consumers to embrace locavorism more and, although locavorism is a strong predictor of attitude, internal locus of control also has a strong impact on attitude and switching intentions. Subjective norm and attitude are strong predictors of switching intentions and purchase intentions, and switching intentions also have a powerful impact on purchase intentions.Originality/valueThis study extends previous research on locally produced food consumption in that it has proposed and tested a new conceptual model with the inclusion of the perceived risk of COVID-19, locavorism, internal locus of control and switching intentions, which were found to have an influence on purchasing behavior.

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Does switching-intention result in a change in behaviour? Exploring the actual behavioural shopping patterns of switching-intended customers

Hino

2017

BFJ

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Purpose The purpose of this paper is to investigate the relationship between switching intention and actual behaviour in the grocery shopping context. In particular, the study examines how switching intention drives customers to either replace the current store or cross to others. In addition, the study examines the role of cross-shopping in total-switching behaviour. Design/methodology/approach The study employs data collected from a sample consisting of 247 food grocery shoppers. The conceptual framework and hypothesis were analysed using the partial least squares approach. Findings The empirical results support the author’s claim that the research approach applied in this study better explains the switching intention–actual behaviour relationship. Specifically, the analysis provides strong support for the effect of switching intention and various moderating barriers on both cross-shopping and total-switching behaviour. Additionally, the study results point to the positive relationship between cross-shopping and total-switching, indicating that crossing to competing stores is the first step towards utilising the total-switching behaviour. Practical implications Implications for food retail providers are identified, together with a discussion of the study’s limitations and avenues for future research. Originality/value The study extends previous research in that it proposed and tested a conceptual framework for investigating the relationship between switching-intention and actual behaviour, claiming that switching intention drives customers to either replace their current store or cross to others, whereas the crossing pattern is a predictor of the total-switching behaviour.

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

Abstract: ABSTRACT

Cited by 11 publications

References 45 publications

Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

The impact of the perceived risk of COVID-19 on consumers' attitude and behavior toward locally produced food

Does switching-intention result in a change in behaviour? Exploring the actual behavioural shopping patterns of switching-intended customers

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