Search results for "Complaint"
showing 10 items of 66 documents
Antecedents to complaint behaviour in the context of restaurant goers
2006
Abstract This article deals with the process by which consumer complaint behaviour is formed. The general aim is to analyse the nature of this type of response to dissatisfaction, describing its development in terms of how it is influenced by a combination of several factors already researched in the literature. The most relevant contributions from the related theoretical work indicate that public and private responses (complaint behaviour) are the most common reactions of consumers when faced with a dissatisfactory experience. A group of determinants which influence these responses in different ways has also been identified. The main objective of this study is to analyse the relationship b…
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
2010
PurposeThe purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.Design/methodology/approachA quantitative research method was used based on a self‐administered ad‐hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.FindingsThe results show that the following variables have significa…
Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies
2015
Social media provide numerous possibilities for consumers and other stakeholders to voice their complaints about organizations in public. While this can damage the reputation of an organization, effectively handling complaints also bears considerable opportunities to win back complainants and to win over observers of the interaction. This study analyzes how large companies handle complaints on their Facebook and Twitter pages. Results reveal that the companies are not fully embracing the opportunities of social media to demonstrate their willingness to interact with and assist their stakeholders. Organizational responsiveness is only moderate, and companies often try to divert complainants …
The role of the store in managing postpurchase complaints for omnichannel shoppers
2020
Abstract This paper focuses on postpurchase complaint behavior to understand under which conditions omnichannel shoppers choose to complain at the physical store instead of doing it through online channels. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), we find that four different combinations of situational, channel-related, and individual variables lead to complaining at the store. The motivation of seeking redress together with assertiveness and high dissatisfaction, play an essential role in the choice of complaint channel. The channel of purchase is not determinant for the choice of the store to complain. These findings have implications in terms of redefining the role of th…
The impact of cyberostracism on online complaint handling
2013
Purpose – This research aims to examine how consumers react to being ignored by a company once they have complained about an online service failure. The authors seek to propose that automatic reply e-mails to customer complaints are considered a form of cyberostracism, thus having equally harmful effects on customer perceptions as a mere no reply. Design/methodology/approach – The authors first conducted a qualitative study to ensure that consumers feel ignored when companies fail to respond to their e-mails. This was followed by an experimental study that tested the research propositions. The experimental design was a 3 (ostracism) × 2 (severity of failure) factorial between-subjects desi…
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
2022
As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collabor…
A Cross-Cultural Comparison of Business Complaint Management Expectations
2015
This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e. means) and the buyerâs value perceptions (i.e. ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the UK). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer comp…
Complaining at the Store or Through Social Media: The Influence of the Purchase Channel, Satisfaction, and Commitment
2017
In the current omnichannel retail environment, customers have multiple channels to interact with firms to search for information, purchase, and after-sales. Within those channel social media can play a significant role, particularly as complaint channels. The aim of this paper is to analyze whether the choice to complain face-to-face or through social media depends on the purchase channel chosen and the satisfaction and commitment with the retailer. With data from an online panel our results show that the complaint channel tends to be the same as the channel chosen for purchase; moreover, satisfaction is positively related to complaining at store and negatively related to complaining throug…
Género y tortura. Simone de Beauvoir y Gisèle Halimi ante el caso de Djamila Boupacha
2021
La primera denuncia de violencia sexual como práctica de tortura en la guerra de Argelia se debe a Djamila Boupacha. Su causa fue defendida ante los tribunales argelinos y franceses por la abogada feminista, Gisèle Halimi, y tuvo una gran repercusión pública gracias al apoyo de Simone de Beauvoir y a la movilización de un comité conformado sobre todo por mujeres, en el intento de dar relevancia política y jurídica a un asunto destinado a permanecer oculto. El trabajo valora el enfoque anticolonial y antipatriarcal con que se afrontó el caso, analiza todo el proceso judicial y llama la atención sobre aquellos elementos que prefiguran la evolución del derecho hacia una justicia de género.
¡Qué quejicosos! Buzón de quejas a través del aprendizaje cooperativo
2017
Resumen: En este artículo se ofrece una experiencia práctica enmarcada dentro del aprendizaje cooperativo, que crea una interdependencia positiva propicia para el aprendizaje. Para ello, después de una breve aproximación teórica al aprendizaje cooperativo, la argumentación y los actos de habla de queja, así como del género textual «carta de reclamación», se expone la propuesta de nivel B2 organizada en diferentes pasos: la selección de equipos, el análisis de cartas de reclamación, la modificación de los equipos, la asignación de roles, así como la escritura de cartas y posterior evaluación. Se trabajan distintas destrezas, además de conseguir que los alumnos interactúen como en la vida rea…