Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships

2008 ◽  
Vol 7 (4) ◽  
pp. 359-376 ◽  
Author(s):  
Sandra Rothenberger ◽  
Dhruv Grewal ◽  
Gopalkrishnan R. Iyer
Keyword(s):  
Consumer Loyalty ◽  
Complaint Handling ◽  
Service Relationships

scholarly journals How Does Service Environment Enhance Consumer Loyalty in the Sport Fitness Industry? The Role of Servicescape, Cosumption Motivation, Emotional and Flow Experiences

2021 ◽  
Vol 13 (11) ◽  
pp. 6414
Author(s):  
Yun-kyung Jeon ◽  
Daeh-wan Kim ◽  
Seung-jin Han ◽  
Yi-han Huang ◽  
Jin-jae Kim
Keyword(s):  
Knowledge Acquisition ◽  
Consumer Satisfaction ◽  
Emotional Experience ◽  
Survey Study ◽  
Consumer Loyalty ◽  
Fitness Centers ◽  
Fitness Industry ◽  
Service Environments ◽  
Flow Experiences

The purpose of the current study was to investigate the structural relationship between the servicescape, the emotional experience, space flow, satisfaction, and consumer loyalty in the context of sport fitness centers. Furthermore, the present study aimed to examine the moderating role of knowledge acquisition motivation in the effect of the servicescape on the emotional experience and space flow. For these research purposes, a survey study targeting 400 consumers of sport fitness centers was conducted via online and offline survey platforms in South Korea. After deleting 16 incomplete cases, 384 cases were included in the final data analysis. The results of latent moderated equations modeling (LMS) showed that the servicescape directly enhances the emotional experience and space flow. Also, it indirectly affects consumer loyalty via the emotional experience, space flow, and consumer satisfaction. Meanwhile, knowledge acquisition motivation was found to moderate the effect of the servicescape on space flow. The present study has several theoretical implications. First, the current study illuminates the process mechanism of the effect of the servicescape in sport fitness centers on consumer loyalty. Second, the present study empirically shows different patterns of consumer experiences and decision-making depending on consumption motivation. Based on the results, sport fitness center managers should not only pay more attention to the convenience of their servicescape but they should also design service environments maximizing consumers′ emotional experiences. Additionally, the results imply that assigning exercise beginners to an attractive physical environment is an effective strategy, because they are more likely to evaluate their experiences based on the perceived servicescape.

Marketing service relationships: the role of commitment

1998 ◽  
Vol 13 (4/5) ◽  
pp. 406-423 ◽  
Author(s):  
Martin Wetzels ◽  
Ko de Ruyter ◽  
Marcel van Birgelen
Keyword(s):  
Service Relationships ◽  
Marketing Service

The Role of Website Features in Creating Loyalty

2014 ◽  
pp. 780-794
Author(s):  
Anil Bilgihan ◽  
Anupama Sukhu ◽  
Jay Kandampully
Keyword(s):  
Theoretical Model ◽  
Structural Equation Model ◽  
Important Implication ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Model ◽  
Consumer Loyalty ◽  
Web Based ◽  
Website Features

This study integrates shopping value dimensions and consumers' commitment to a theoretical model to understand consumer loyalty to e-shopping. E-commerce is established as an efficient sales platform for travel and hospitality vendors. However, extant literature found that it is difficult to attract new customers and retain existing customers in e-commerce. This paper investigates the antecedents of customer loyalty in e-commerce. An online survey with (n=520) was conducted with randomly selected US consumers. A structural equation model reveals that hedonic and utilitarian shopping values determine affective and calculative commitment of e-shoppers which in turn influence consumers' loyalty towards e-shopping. This study contributes to the present literature and provides important implication towards e-tailers and website developers. It is important to fulfill e-shoppers' hedonic and utilitarian needs to gain e-loyalty. Web based hospitality service offerings should provide a convenient and pleasing online environment to gain consumer e-loyalty.

Biodiversity–ecosystem function

2021 ◽  
pp. 137-146
Author(s):  
Simon F. Thrush ◽  
Judi E. Hewitt ◽  
Conrad A. Pilditch ◽  
Alf Norkko
Keyword(s):  
Ecosystem Services ◽  
Ecosystem Function ◽  
Functional Performance ◽  
Biodiversity Loss ◽  
Soft Sediment ◽  
Multiple Functions ◽  
Service Relationships ◽  
Biodiversity And Ecosystem Function ◽  
Up Scaling

This chapter looks at the links between biodiversity and ecosystem function in soft sediments to help understand the implications of biodiversity loss on ecosystem services. The chapter contains a focus on the challenges in developing real-world tests of biodiversity–ecosystem function (BEF) relationships. The various forms of BEF relationships, their implications and the different elements of biodiversity that link to function are described. Given the multiple functions that occur in soft-sediment ecosystems, this has important implications for the assessment and implications of BEF relationships and functional performance in the up-scaling of BEF relationships. The role of BEF in underpinning many ecosystem services and the interconnections in biodiversity and ecosystem service relationships close out the chapter.

scholarly journals Managing Consumer Loyalty

2020 ◽  
Vol 11 (1) ◽  
pp. 21-47
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Study Data ◽  
Service Firms ◽  
Consumer Loyalty ◽  
Consumer Experience ◽  
Direct And Indirect Impacts ◽  
Indirect Impacts ◽  
Service Groups ◽  
Positive Effect

A growing body of academic and practitioner literature has highlighted the role of consumer experience management in maintaining long-term relationships with consumers. However, related studies are still divergent and there is little empirical evidence available to support the positive effect of consumer experience management on attitudinal and behavioural loyalty. The present study aims to fill this gap by investigating the direct and indirect impacts of consumer experience efforts on attitudinal and behavioural loyalty. To conduct an empirical study, data was collected from consumers of three service firms: health, retail, and wellness. By means of AMOS17.0, using CFA and SEM techniques, the measurement and comparison of structural models was carried out to test the invariance across three service groups. This article has significant implications for academicians well as marketers of service firms.

Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction

2016 ◽  
Vol 17 (2) ◽  
pp. 204-216 ◽  
Author(s):  
Godwin-Charles A Ogbeide ◽  
Stefanie Böser ◽  
Robert J Harrinton ◽  
Michael C Ottenbacher
Keyword(s):  
Frontline Employees ◽  
Complaint Management ◽  
Complaint Handling ◽  
Management Procedures ◽  
Hospitality Organizations ◽  
Fair Compensation ◽  
Service Oriented ◽  
Guest Satisfaction ◽  
Intention To Return

The purpose of this study was to analyze the relationship among employee empowerment and other complaint management procedures concerning guest satisfaction, intention to return, and intention to recommend the firm to others. The results indicated the importance of empowering frontline employees to properly accept, process, and react to complaints for an efficient complaint management strategy. In addition, the results showed that the three critical attributes for overall firm satisfaction, customer loyalty, and intention to recommend the firm to others included welcoming and understanding guest complaints, providing fair compensation, and promptness of complaint handling process. This study will enable hospitality and other service-oriented organizations to identify aspects of their operations that require more investment in order to ensure service improvements that would ultimately lead to better performance.

14 Redress

2016 ◽  
Author(s):  
Morris Simon
Keyword(s):  
Consumer Protection ◽  
Financial Services ◽  
Compensation Scheme ◽  
Complaint Handling ◽  
Regulated Firms ◽  
Consumer Interests ◽  
The Way

This chapter concerns the seven principal aspects of redress under the Financial Services and Markets Act (FSMA) 2000. Redress may be due when the primary goal of consumer protection has failed to attain its objective and a customer suffers loss or inconvenience. This chapter considers the Financial Conduct Authority’s (FCA) requirements for firms with regard to complaint handling. It also looks at the process by which disputes between retail customers and regulated firms can be brought to the Financial Ombudsman Service (FOS) and the way in which the FOS will decide a dispute. The process by which a designated consumer body can bring complaints to the FCA regarding consumer interests, and the role of the Financial Services Compensation Scheme (FSCS), are explained. Finally, the role of consumer redress schemes, restitution orders, and other circumstances where consumers may obtain redress are explained.

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