The role of human interaction in complaint handling

Jeanpert, Sophie; Jacquemier-Paquin, Laure; Claye-Puaux, Sophie

doi:10.1016/j.jretconser.2021.102670

Cited by 20 publications

(20 citation statements)

References 34 publications

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“…Javornik et al (2020) believed that information quality (e.g., tone of voice, RL) has a certain special influence on customers' attitudes and behavior. In addition, customer emotional management (Valentini et al, 2020), human interaction (Jeanpert et al, 2021) and customer value cocreation (Hutzinger & Weitzl, 2021) are also considered to be means of addressing service failures. In live‐streaming shopping, community members can express their levels of satisfaction or dissatisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

“…From the relationship management perspective, Avidar (2013), Dijkmans et al (2015) and Liebrecht et al (2021) believed that the use of CHV in complaint handling made organizations appear more human and, as a result, harmonious, lasting relationships can develop between consumers and sellers or brands. In fact, CHV helps to improve the level and quality of interaction (Jeanpert et al, 2021). Notably, high‐quality interaction is necessary for the generation of swift‐guanxi (Tseng et al, 2022).…”

Section: Research Model and Hypothesismentioning

confidence: 99%

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Not just apologizing: The impact of complaint handling on sustained participation behavior in live‐streaming shopping

Zhang

Wang

2023

J of Consumer Behaviour

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In a live‐streaming shopping community, the quality of complaint handling may significantly influence relationship recovery between the consumer and retailer (or streamer) following service failures. Despite the significant progress made in previous works, there are still research gaps in the study of customer complaint handling and customers' post‐behavior. Therefore, this study introduced the important variable “swift‐guanxi” (SG) to explore the relationship between complaint handling and the sustained participation of customers. Data were collected through both online and offline methods. A structural equation model (SEM) was used to test the relevant hypotheses. The results from assessing these data indicate that the factors of conversational human voice (CHV), reply length (RL) and perceived justice (PJ) all exert a significant influence on SG, which in turn affects the sustained participation behavior (SPB) of customers. In addition, complaint publicization (CP) has a negative impact on this behavior.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Research Model and Hypothesismentioning

confidence: 99%

Not just apologizing: The impact of complaint handling on sustained participation behavior in live‐streaming shopping

Zhang

Wang

2023

J of Consumer Behaviour

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“…Customer satisfaction is regarded as one of the most essential outcomes of any marketing effort (Law et al, 2022;Sobari et al, 2022). According to Jeanpert et al (2021), dissatisfaction stems from unfulfilled or disappointed expectations, insufficient, doubtful, or poor-quality products, or complaints that are not taken into account. It is critical to avoid dissatisfaction and promote customer satisfaction because when customers are satisfied with the services provided by their service providers, the relationship strengthens, which leads to positive word-of-mouth (Kumar & Mokha, 2022).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Marketing Mix and Customer Satisfaction of Gyms and Fitness Clubs in Malaysia: A Conceptual Paper

Patrick¹,

Hasbullah²,

Jubilee³

et al. 2022

IJARBSS

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Customer satisfaction is a major concern in every organization, including fitness. The fitness industry has grown steadily as consumers seek a healthier lifestyle and a more productive workout environment. The 7Ps marketing mix is considered a crucial determinant of consumer satisfaction. Understanding what influences customer satisfaction is critical to measuring and managing it in gyms and fitness clubs. This study focuses on the 7Ps marketing mix: product, price, place, promotion, people, physical evidence, and process. The conceptual framework includes theoretical framework and hypotheses development, research methodology, research implication, conclusion, as well as limitation and further research. Through the understanding of these factors, the researchers aim to show a better understanding of the 7Ps marketing mix concept and the factors that affect the customer satisfaction of gyms and fitness clubs in Malaysia.

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“…A prominent example of this change is the increasing deployment of chatbots, service robots, and avatars by service providers to support, augment, or replace human service employees (Ling et al, 2021). Although for certain service processes, consumers still prefer interaction with a human employee (Jeanpert et al, 2021), it is widely believed that conversational agents can add “a personal touch” to an otherwise automated service interaction (Brandtzaeg & Følstad, 2017), and create “a sense of human warmth and sociability” in consumers who are interacting with them (Li & Mao, 2015). In the field of social robotics, some authors even go as far as claiming conversational agents are able to create social and emotional connections with their human interaction partners (Cabibihan et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents

Pinxteren

Pluymaekers

Lemmink

et al. 2023

Psychology and Marketing

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Conversational agents are increasingly used to substitute or augment human service employees. Due to their ability to use human-like communicative behaviors, these agents are theorized to establish social connections with customers. However, the existing literature is ambiguous on how conversational agents should verbally communicate with customers and whether they should be adaptive to customers' verbal behavior. The current study aims to address these gaps, by focusing on the effects of the conversational agent's communication style on the perceived social connection. Two experiments were conducted in which a virtual agent in a hedonic service (Experiment 1) or a utilitarian service (Experiment 2) was manipulated to adapt either a static task-or a social-oriented communication style or mimic the communication style used by the customer in the previous turn. Guided by marketing and human-computer interaction literature, measures for engagement and rapport were used to reveal customers' perceived social connection. Resultsshow that for the hedonic service, rapport was significantly affected by the presence of social cues in the agent's communication style (whether statically or mimicked), while engagement was significantly affected by mimicry. For the utilitarian service, only social cues significantly affected rapport. These findings enrich the Computers As Social Actors paradigm and provide clear guidelines for practitioners.

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The role of human interaction in complaint handling

Cited by 20 publications

References 34 publications

Not just apologizing: The impact of complaint handling on sustained participation behavior in live‐streaming shopping

Not just apologizing: The impact of complaint handling on sustained participation behavior in live‐streaming shopping

Marketing Mix and Customer Satisfaction of Gyms and Fitness Clubs in Malaysia: A Conceptual Paper

Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents

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