scholarly journals Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship

2020 ◽  
Vol 84 (5) ◽  
pp. 79-99 ◽  
Author(s):  
Forrest V. Morgeson ◽  
G. Tomas M. Hult ◽  
Sunil Mithas ◽  
Timothy Keiningham ◽  
Claes Fornell
Keyword(s):  
Customer Loyalty ◽  
Service Reliability ◽  
Economic Sectors ◽  
Policy Makers ◽  
Customer Complaints ◽  
Complaint Handling ◽  
Product Service ◽  
Customer Segment ◽  
History Of ◽  
Marketing Profession

Firms spend substantial resources responding to customer complaints, and the marketing profession has a long history of supporting that enterprise to promote customer loyalty. The authors question whether this response is always warranted or whether its effectiveness instead depends on economic, industry, customer–firm, product/service, and customer segment factors that may alter the firm’s incentives to compete on complaint management. To consider this question, they integrate economic and marketing theories and investigate factors that influence the complaint recovery–customer loyalty relationship via a sample of 35,597 complaining customers spanning a ten-year period across economic sectors, industries, and firms. Overall, the authors find that the recovery–loyalty relationship is stronger in faster-growing economies, for industries with more competition, for luxury products, and for customers with higher satisfaction and higher expectations of customization. Conversely, the recovery–loyalty relationship is weaker when customers’ expectations of product/service reliability are higher, for manufactured goods, and for men compared with women. The authors discuss implications of these results for managers, policy makers, and researchers for more effective management of customer complaints.

A LOOK INTO THE HISTORY OF THE PREPARATION OF LOCAL PROFESSIONALS IN THE INDUSTRY

2019 ◽  
Vol 26 (2) ◽  
pp. 4-8
Author(s):  
Toshkentboy Pardaev ◽  
◽  
Zhavli Tursunov
Keyword(s):  
Evidence Based ◽  
Local Policy ◽  
Soviet Government ◽  
Policy Makers ◽  
History Of

In the article : In the second half of the 20 century the process of preparation of local experts in South Uzbekistan industry changes in this field a clear evidence-based analysis of the problematic processes that resulted from the discriminatory policy toward the Soviet government-dominated local policy makers

THE MANIFESTATIONS OF CUSTOMER LOYALTY IN INDIAN LIFE INSURANCE INDUSTRY: AN EMPIRICAL EXAMINATION

2016 ◽  
Vol 12 (02) ◽  
Author(s):  
Medha Srivastava ◽  
Alok Kumar Rai
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Recent Literature ◽  
Insurance Industry ◽  
Empirical Examination ◽  
Consumption Decisions ◽  
Life Insurance Industry ◽  
Product Service ◽  
Brand Attributes ◽  
Loyal Customers

The widespread reverence for customer loyalty among marketers and businesses all across the globe is inspired from its manifestations since it’s the consumption decisions of loyal customers that leave a mammoth mark over the revenues and growth of a firm. A throng of behavioural, attitudinal and cognitive manifestations of customer loyalty are available in the literature some of which are widely acknowledged and accepted whereas others call for further inquiry. These manifestations of loyalty among customers are generally pinned down through their actions (Zeithaml et al., 1996; Jones et al., 2000) or their attitude towards the company or a particular product/ service (Javalgi and Moberg, 1997; Butcher et al., 2001). However, recent literature suggests that another outcome of loyalty is customer preferring a particular service provider to others based upon the conscious evaluation of brand attributes (Gremler and Brown, 1996; Butcher et al., 2001). The paper intends to explore and empirically test various manifestations of customer loyalty in the context of life insurance services thereby, extending the existing knowledge of customer loyalty by outlining the distinctive nature of customer loyalty outcomes and offering useful insights to the marketing practitioners in life insurance industry. The study further groups these manifestations into distinct outcome classes and empirically evaluates them by comparing and contrasting each with the other. It also aims to enrich the literature of customer loyalty by developing and validating a scale for measurement of customer loyalty outcomes with special reference to life insurance services.

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

2021 ◽  
pp. 232948842110323
Author(s):  
Rebecca Van Herck ◽  
Sofie Decock ◽  
Bernard De Clerck ◽  
Liselot Hudders
Keyword(s):  
Positive Impact ◽  
Brand Trust ◽  
Mediating Effects ◽  
Customer Complaints ◽  
Moderation Effects ◽  
Complaint Handling ◽  
Negative Effect ◽  
Handling Quality ◽  
The Impact

This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative or positive impact on the customer in cases of partial refunds, either because LREE are being perceived as insincere or as genuine expressions of concern. The results of two experiments show that LREE positively influence brand trust through higher perceived empathy and perceived complaint handling quality. However, the expected negative effect is not found, as LREE are more effective in a low versus high compensation condition. The effectiveness itself is not influenced by the acceptance of blame when a partial refund is offered.

Complaint Response Strategies in Interpersonally Sensitive Phone Interactions in Chinese Service

2020 ◽  
Vol 7 (12) ◽  
pp. 153-180
Author(s):  
Ping Liu ◽  
Min Cai
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Interpersonal Relationship ◽  
Business Organizations ◽  
Customer Complaints ◽  
Response Strategies ◽  
Complaint Handling ◽  
Research Questions ◽  
Definition Of ◽  
Pragmatic Strategies

For any business organizations, it is of great importance to handle customer complaints effectively. This is particularly vital in the service industry as complaining customers are found not very collaborative and tend to be emotional in the process of complaining [1] and sometimes the exchanges between agents and complaining customers become interpersonally sensitive. Following Orthaber and Reiter’s [2] definition of “interpersonally sensitive exchange”, this study addresses two research questions: (1) what pragmatic strategies are employed by call center agents in interpersonally sensitive interactions in complaint responses? 2) and what are the effects of these strategies on interpersonal relationship in complaint responses? Based on a corpus of 42 outbound calls (approximately 7.5 hours) made by the agents in the Complaint Centre of one Chinese airline, four conventional and two unconventional complaint response strategies are found to be employed by the agents. These strategies produce positive outcomes in some cases while lead to opposite effects in others. An effective strategy can either enhance the rapport between the agent and the complaining customer, or benefit the progressivity of complaint handling. Conversely, it deteriorates the originally sensitive rapport and sometimes even leads to upgraded complaint.

scholarly journals Raising awareness of the cultural, architectural, and perceptive values of historic gardens and related landscapes: panoramic cones and multi-temporal data

2020 ◽  
Author(s):  
Alberta Cazzani ◽  
Carlotta Maria Zerbi ◽  
Raffaella Brumana ◽  
Anna Lobovikov-Katz
Keyword(s):  
Open Data ◽  
Historical Maps ◽  
Temporal Data ◽  
Educational Values ◽  
Policy Makers ◽  
Cadastral Maps ◽  
Raising Awareness ◽  
Multi Temporal ◽  
History Of ◽  
Historic Maps

AbstractHistoric gardens and their related landscapes are often experienced only for their social, aesthetic, and environmental resources, yet their cultural, architectural, and perceptive significance is often ignored. The paper demonstrates how historic and educational values of historic gardens and related landscapes can be revealed by combining historic maps, reading perspective cones, and also applying advanced digital and educational methods and techniques. Historical maps, especially military and cadastral maps, associated with historical iconography, can provide us with a lot of information to study historical gardens and also to define conservation and valorization plans that are related to the history of the site: geomatics tools to georeference and co-relate metric and non-metric historical maps provide growing useful outputs, that can be deployed through the use of Virtual Hubs, boosting the availability of content and the accessibility of open data for policy makers, experts, and non-expert members. Moreover, they can also support heritage education programs providing the opportunity to allow to understand the wealth of sites now simplified, in their system, with different functions and with a transformed context. The study of historic gardens involves the analysis of the landscape in its dynamism and complexity, defines tools that make users more aware of the richness of our heritage.

scholarly journals Customer-Based Brand Equity, Product Quality, Price and Customer Loyalty in Electronic Industry of Refrigerator

2021 ◽  
Vol 2 (6) ◽  
pp. 2143-2154
Author(s):  
Bambang Suwarno
Keyword(s):  
Product Quality ◽  
Multiple Regression ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Test Results ◽  
A Value ◽  
Library Research ◽  
Product Service ◽  
Quality Product ◽  
Survey Results

The purpose of this study was to analyse the extent of Consumer-Based Brand Equity, Quality Product and Price affects customer loyalty at PT. Panasonic Gobel Indonesia Branch Medan and to compare the theories. The author examined by collecting data using a variety of library research, questionnaires are structured as an instrument to obtain quantitative data with Likert-scale systems are distributed to 68 respondents. Data was then compiled then processed and analysed using multiple regression analysis techniques (multiple regression) through the test of validity, test of reliability and test of classic assumptions. By using the tools of Statistical Product Service Solutions program (SPSS version 22.0). From the survey results revealed that the influential Consumer-Based Brand Equity, Product Quality and Price simultaneously with the results Fhitung 18,457 > Ftabel 2,75 and probability sig. 0,000 < 0,05 then reject ho (accept hi) that the Consumer-Based Brand Equity, Product Quality, Price simultaneously significantly influence Customer Loyalty PT. Panasonic Gobel Indonesia Branch Medan. The Consumer-Based Brand Equity there is for the partial influence on the Customer Loyalty with a value of thitung 3,980 > ttabel 1,997 and sig. 0,000 < 0,05, the Product Quality there is for the partial influence on the Customer Loyalty with a value of thitung 3,874 > ttabel 1,997 and sig. 0,000 < 0,05 and the Price there is for the partial influence on the Customer Loyalty with a value of thitung 2,483 > ttabel 1,997 and sig. 0,002 < 0,05. From the test results are also obtained by the value of determination R square is 0,564 or 56,4%. It is claimed that Consumer-Based Brand Equity, Product Quality and Price is an excellent way to improve Customer Loyalty and also the hypothesis that the authors proposed previously received.

scholarly journals Perceived enablers of exclusive breastfeeding by teenage mothers in Ghana

2020 ◽  
Vol 62 (1) ◽  
Author(s):  
Angela K. Acheampong ◽  
Makombo Ganga-Limando ◽  
Lydia Aziato
Keyword(s):  
Exclusive Breastfeeding ◽  
Age Groups ◽  
Teenage Mothers ◽  
Care Staff ◽  
Policy Makers ◽  
Expert Opinions ◽  
Contextual Design ◽  
Breastfeeding Education ◽  
History Of

Background: Exclusive breastfeeding for the first 6 months can prevent diseases, boost immunity and improve quality of lives of infants. Ghana implemented programmes aimed at reaching the global target of increasing exclusive breastfeeding for the first 6 months to at least 50% by the year 2025. The country witnessed a decline in the overall rate of exclusive breastfeeding and an increase in the number of teenage mothers. Globally, teenage mothers are less likely to breastfeed than mothers of other age groups. Understanding enablers of exclusive breastfeeding by teenage mothers is important for any intervention aimed at improving exclusive breastfeeding rates and the quality of lives of infants.Method: The study used a qualitative, exploratory, descriptive and contextual design, with focus groups. A total of six group discussions were conducted with 30 pregnant teenagers recruited from six public hospitals.Results: Seven enablers emerged from the analysis of data. These included positive beliefs about the benefits of breast milk, family history of positive exclusive breastfeeding outcomes, support of the intimate partner, approval of closed-family members, expert opinions of antenatal care staff, teenage-oriented breastfeeding education and community-based breastfeeding education.Conclusion: Health professionals and policy makers could learn from these enablers and use them to promote exclusive breastfeeding practices amongst teenage mothers in Ghana.

scholarly journals Safe Water – Is it really Safe?

2014 ◽  
Vol 13 (4) ◽  
pp. 83-95
Author(s):  
Vinod M Lakhwani ◽  
Swati Tiwari
Keyword(s):  
Market Research ◽  
Large Scale ◽  
Raw Material ◽  
Refined Oil ◽  
Sesame Seeds ◽  
Product Service ◽  
New Business ◽  
Customer Segment ◽  
Set Up ◽  
The Right

Entering into the new field of business is not an easy go. One has to do market research, to identify the gap, to identify the product/service to be offered, and to target the right customer segment. After doing the required research, the next step is to make decisions on plant location, layout and then set up.  Assessment of funds required for capital as well as revenue expenditure, procurement of machinery and other materials also take substantial amount of efforts. Searching for vendors and finalizing the right one are few other issues. After having worked successfully for more than 30 years in Bali in the field of sesame seeds and oil business Harsh was standing on a crossroad in 2011. Rising prices of sesame oil resulted in shift in customers’ taste and preferences towards refined oil. Moreover entry of big players at a large scale of operations and rise in price of raw material (sesame seeds) made survival tough. He had a number of options, one to continue with existing business at different scale of operations. Two, enter another business? Three, what business, Four, which place? The case talks about Harsh’s journey to new business, his choice and then the result.

A History of Violence: Ethnic Group Identity and the Iraqi Kurds

2013 ◽  
Vol 17 (2) ◽  
pp. 215-234
Author(s):  
Craig Douglas Albert
Keyword(s):  
State Government ◽  
The United States ◽  
The Other ◽  
Policy Makers ◽  
American Military ◽  
Saddam Hussein ◽  
History Of ◽  
History Of Violence ◽  
Constitutional Regime ◽  
Iraqi Freedom

One of the more interesting aspects of world concern during “Operation Iraqi Freedom” was how to incorporate Iraq’s Kurdish population into an American military strategy. Furthermore, as the war was winding down, and the United States and Iraq began to construct a new Iraqi state, government, and Constitutional regime, the focus shifted on what role would the Kurds play in the new government, or even if they should be included in a government. But for most policy-makers, it was unclear who were the Kurds. How were they different than the other ethnic and religious populations of Iraq and the region generally? What was their history with the Iraqi regime under Saddam Hussein? The purpose of this paper is to provide answers to these most important questions through the lens of Political Science. As Iraq continues to form its new identity, it is important to understand what constitutes the identity of one of its most prominent ethnic groups, the Kurds. In tracing and describing Kurdish ethnic attributes, it is also important to delineate the history between the Iraqi government under Saddam Hussein, how Iraqi identity was constructed in opposition to Kurdish identity (often oppressing it), and to understand the tense relationship between the two, a relationship that is most aptly described as having a history of violence.

Implementation of Business Intelligence in Product Services a Banking (Case Study: PT Bank Sumsel Babel Baturaja Branch)

2017 ◽  
Vol 9 (2) ◽  
Author(s):  
Sekar Sari Wiradarma ◽  
Ken Dhita Tania ◽  
Dinna Yunika Hardiyanti
Keyword(s):  
Decision Making ◽  
Business Intelligence ◽  
Quality Information ◽  
Product Data ◽  
Product Service ◽  
History Of ◽  
Adaptive Nature ◽  
User Friendly ◽  
Intelligence Application

AbstractBusiness Intelligence (BI) is a collection of theories, methodologies, processes, architectures, and technologies that convert raw data into quality information for business purposes. BI can handle a large amount of information that can help in identifying problems and developing new opportunities. In designing and implementing Business Intelligence (BI) concept for monitoring banking product service using reference business intelligence roadmap approach. Business intelligence roadmap is one example of BI development that can be emulated because of its agile and adaptive nature and is intended to support the development of BI. By utilizing Business Intelligence application on transaction history of banking product data, it is hoped able to produce information that can support in giving recommendation and decision making appropriately. The data and information generated also become more accessible and easier to understand (user friendly).Keywords: business intelligence, business intelligence roadmap, OLAP, banking products

Sign in / Sign up

Export Citation Format

Share Document