What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services

Chan, Hubert C. Y.; Ngai, Eric W.T.

doi:10.1007/s10551-010-0569-z

Cited by 20 publications

(19 citation statements)

References 121 publications

(190 reference statements)

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“…Almost all the service firms in India geared with complex IT systems to handle core-banking functionalities. This will also create awareness in the general public that it is important to acquire basic IT skills before seeking employment (Chan et al, 2010). Finally, it can contribute in turn to enhance the IT literacy level of the general public.…”

Section: Review Of Literaturementioning

confidence: 97%

Performance measurement due to IT adoption

Behera

Nayak

Das

2015

Business Process Management Journal

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Purpose – The purpose of this paper is to provide an analysis on the relationship between information technology (IT) adoption and its usage and firm performance (banking and software firm) in India. Firm performance was measured with the help of three important variables: efficiency, effectiveness and productivity. Each one of the above has been described with a set of pretested questionnaires. Banks in India, in particular are geared for comprehensive banking solutions with extensive branch networks. Result from statistical analysis was validated with that achieved from ANN modeling. Design/methodology/approach – Survey instrument was pilot tested. The pilot survey was administered to 20 randomly selected Indian service firms, whose Standard Industrial Classification codes were 6,021 (nationalized commercial Banks) and 7,371 (software firms). A 50 percent response rate was received. Internal reliability using Cronbach’s α was carried out for the entire set of responses from the pilot study. In addition, qualitative follow up from respondents was done. Unreliable items were deleted and modifications wherever necessary were made. Findings – The research finds two important results with respect to IT adoption and firm performance. The first result is that service firms who implemented IT tools and techniques early achieved more turnover thereby greater market share from innovation/adoption (world-first and, to some extent India-first). These firms are able to better commercialize their service even if their most important innovations/adoptions supported by vendor’s to some extent. The second result is that service firms, which introduce new services, even if the service is already on the national or international front, derived more commercial sales from innovation, thus achieving more firm performance. Therefore, late followers (firm-first) would have higher sales from innovation by introducing services with high original content. Originality/value – Performance is measured due to IT adoption.

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Section: Review Of Literaturementioning

confidence: 97%

Performance measurement due to IT adoption

Behera

Nayak

Das

2015

Business Process Management Journal

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“…If a consumer suspects the underlying intention which caused the failure as immoral, unless the service provider can sincerely apologize, the consumer will not tolerate the immoral practices, and monetary compensation will only make things worse. The literature shows that corporate social responsibility, philanthropy and even environmental protection behaviors may contribute to convincing consumers that the service provider is trustworthy and unlikely to act unethically (Chan and Ngai, 2010). Therefore, service providers can eliminate potential negative crisis by enriching service recovery practices, for example, providing different service recovery options.…”

Section: Discussionmentioning

confidence: 99%

Moral judgment and perceived justice in service recovery

Xin

2021

MIP

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PurposeThe purpose of this study is to examine the effect of perceived justice and consumer's moral judgment of a service failure on recovery outcomes.Design/methodology/approachThe research model is examined by adopting a field study approach followed by an experiment. The SPSS program with the PROCESS tool was used to analyze the simple moderation and moderated mediation effects.FindingsThe research findings show that consumer's moral judgment of a service failure moderates the relationship between service recovery (psychological compensation vs monetary compensation) and recovery outcomes (recovery satisfaction, negative word of mouth and repurchase intention). Moreover, the conditional indirect effect of service recovery on recovery outcomes through perceived justice is significant when service failure is seen as less moral. Specifically, consumers report lower perceived justice and react negatively to recovery measures when service failure is seen as less moral. In contrast, when consumers perceive a service failure as moral, a psychological compensation outperforms a monetary compensation, lessening negative word of mouth (NWOM).Originality/valueThese findings provide important insights into recovery measure development when considering consumer moral perspectives.

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“…Automated customer care and selfservice are the main cause to reduce costs and handle an ever-increasing number of transactions (Therrien at al., 2011). Due to the changing demand, customers are not dependent on a single communication device (Chan & Ngai, 2010). In the shifting paradigm, customers can be expected anytime, anywhere access to services (Gustafsson et al, 2003).…”

Section: H2: It Adoption Has Significant Positive Effect On Efficiencymentioning

confidence: 99%

Measuring the performance of service delivery Systems: with application to software industry and banking in India

Nayak¹,

Behera²,

Mishra³

et al. 2017

10.5267/j.msl

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What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services

Abstract: Fairness Theory, Justice Theory, complaint handling, ethical judgment, Perceived Potential Harm,

Cited by 20 publications

References 121 publications

Performance measurement due to IT adoption

Performance measurement due to IT adoption

Moral judgment and perceived justice in service recovery

Measuring the performance of service delivery Systems: with application to software industry and banking in India

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