Service failures and customer defection: a closer look at online shopping experiences

2002 ◽  
Vol 12 (1) ◽  
pp. 19-29 ◽  
Author(s):  
Sohel Ahmad
Keyword(s):  
Online Shopping ◽  
Service Failures ◽  
Customer Defection

scholarly journals CUSTOMER COMPLAINT RESPONSE STRATEGY IN SERVICE FAILURE: STUDY OF ONLINE SHOPPER IN INDONESIA

2019 ◽  
Vol 4 (1) ◽  
pp. 13
Author(s):  
Yeshika Alversia ◽  
Rizky Wijayanti
Keyword(s):  
Online Shopping ◽  
Service Failure ◽  
The Other ◽  
Response Strategy ◽  
Service Failures ◽  
Customer Complaint ◽  
Online Shoppers ◽  
High Level ◽  
Problem Condition ◽  
Difference Effect

<em>The shifting pattern of shopping habit into a digital nowadays perceived by the business players as the trigger of the growth in e-commerce and e-marketplace. Indonesia is currently one of the largest markets in Southeast Asia for online shopping. On the other hand, it is inevitable that there are still many obstacles and problems that defer the optimized growth of e-marketplace in Indonesia. There are customer concerns about issues that may arise when they do online shopping. Service failures that often arise eventually encourage customers to complain. Failure in service that lead to the emergence of various complaints from customers is an inevitable thing. Each company must prepare an optimal strategy to manage those complaints. The objective of this research is to find out whether there is a difference effect of service failure explanation in the form of excuse, justification, reference and apology on customer satisfaction and repurchase, in the high level of problem condition compared to the low level of problem condition, for the case of online shopper e-marketplace in Indonesia. Furthermore, this research is conducted with the purpose to build the best strategy of giving response using service failure explanation (i.e. excuse, justification, reference and apology). Researchers use a scenario-based experiment as the method and then all the data were analysed using T-test and ANOVA. Total 325 respondents of online shoppers in Indonesia were collected, and the results revealed that apology and justification are the best choices for responding customers’ complaints.</em>

The Impact Of Relationship Satisfaction On Attributions, Emotions, And Behaviors Following Service Failure

2013 ◽  
Vol 17 (1) ◽  
Author(s):  
William R. Forrester ◽  
Manfred F. Maute
Keyword(s):  
Relationship Satisfaction ◽  
Relationship Quality ◽  
Service Failure ◽  
Relationship Building ◽  
Service Failures ◽  
Recovery Programs ◽  
Customer Defection ◽  
The Impact ◽  
Service Managers ◽  
Adverse Behaviors

This article investigates the processes through which relationship quality influences attributional, emotional, and behavioral responses to service failures. Results indicate that relationship quality reduces the likelihood of adverse behaviors by making blame and anger less intense. Results confirm the importance of relationship building behaviors and suggest strategies for reducing vulnerability to customer defection and adverse communications. To reduce negative word-of-mouth, managers should use relationship-building efforts to augment service recovery programs. To make customer exit less likely, service managers should invest in relationship building efforts that help to differentiate their service offers and increase barriers to exit.

How small service failures drive customer defection: Introducing the concept of microfailures

2020 ◽  
Vol 63 (4) ◽  
pp. 573-584
Author(s):  
Sean Sands ◽  
Colin Campbell ◽  
Lois Shedd ◽  
Carla Ferraro ◽  
Alexis Mavrommatis
Keyword(s):  
Service Failures ◽  
Customer Defection

scholarly journals CUSTOMER COMPLAINT RESPONSE STRATEGY IN SERVICE FAILURE: STUDY OF ONLINE SHOPPER IN INDONESIA

2019 ◽  
Vol 4 (01) ◽  
pp. 13
Author(s):  
Yeshika Alversia ◽  
Rizky Wijayanti
Keyword(s):  
Online Shopping ◽  
Service Failure ◽  
The Other ◽  
Response Strategy ◽  
Service Failures ◽  
Customer Complaint ◽  
Online Shoppers ◽  
High Level ◽  
Problem Condition ◽  
Difference Effect

<em>The shifting pattern of shopping habit into a digital nowadays perceived by the business players as the trigger of the growth in e-commerce and e-marketplace. Indonesia is currently one of the largest markets in Southeast Asia for online shopping. On the other hand, it is inevitable that there are still many obstacles and problems that defer the optimized growth of e-marketplace in Indonesia. There are customer concerns about issues that may arise when they do online shopping. Service failures that often arise eventually encourage customers to complain. Failure in service that lead to the emergence of various complaints from customers is an inevitable thing. Each company must prepare an optimal strategy to manage those complaints. The objective of this research is to find out whether there is a difference effect of service failure explanation in the form of excuse, justification, reference and apology on customer satisfaction and repurchase, in the high level of problem condition compared to the low level of problem condition, for the case of online shopper e-marketplace in Indonesia. Furthermore, this research is conducted with the purpose to build the best strategy of giving response using service failure explanation (i.e. excuse, justification, reference and apology). Researchers use a scenario-based experiment as the method and then all the data were analysed using T-test and ANOVA. Total 325 respondents of online shoppers in Indonesia were collected, and the results revealed that apology and justification are the best choices for responding customers’ complaints.</em>

A Comparative Study of Fractographic Replicas

1974 ◽  
Vol 32 ◽  
pp. 566-567
Author(s):  
Loren Anderson ◽  
Pat Pizzo ◽  
Glen Haydon
Keyword(s):  
Electron Microscopy ◽  
Electron Microscopic Examination ◽  
Direct Examination ◽  
Electron Microscopic ◽  
Reliable Technique ◽  
Service Failures ◽  
Transmission Electron ◽  
Mode Of Failure ◽  
Scanning Electron Microscopic ◽  
Scanning Electron

Transmission electron microscopy of replicas has long been used to study the fracture surfaces of components which fail in service. Recently, the scanning electron microscope (SEM) has gained popularity because it allows direct examination of the fracture surface. However, the somewhat lower resolution of the SEM coupled with a restriction on the sample size has served to limit the use of this instrument in investigating in-service failures. It is the intent of this paper to show that scanning electron microscopic examination of conventional negative replicas can be a convenient and reliable technique for determining mode of failure.

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