haku: @indexterm complaints / yhteensä: 83
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| Tekijä: | Chan, H.C.Y. Ngai, E.W.T. |
| Otsikko: | What makes customers discontent with service providers? An empirical analysis of complaint handling in information and communication technology services |
| Lehti: | Journal of Business Ethics
2010 : FEB, VOL. 91:SUPPL. 1, p. 73-110 |
| Asiasana: | customers consumer attitudes consumer behaviour complaints information technology communication service ethics theories models |
| Kieli: | eng |
| Tiivistelmä: | The effectiveness of complaint handling (here as: c-hm.) and service recovery (here as: s-r.) policies in customer retention has been focused by both scholars and service organizations. Justice Theory has provided the basis of the theoretical framework for c-hm. and s-r. Using face-to-face interviews, Fairness Theory is applied to explore the psychological responses of consumers in the post-complaint phase, especially in ethical judgment. The findings suggest that an unfavourable outcome in the post-complaint stage leads to counterfactual thinking by the consumer about the consumer's state of well-being. The complaint must be due to the discretionary actions of the service provider whose accountability is assessed. Those harmful actions are judged against an ethical standard. Explanations can reduce blame, and their effectiveness is moderated by outcome favourability but not ethical judgment etc. |
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