Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study

1983 ◽  
Vol 47 (1) ◽  
pp. 68-78 ◽  
Author(s):  
Marsha L. Richins
Keyword(s):  
Consumer Behavior ◽  
Pilot Study ◽  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Negative Word ◽  
Marketing Management

While marketing scholars have emphasized the importance of customer satisfaction, few studies have examined in detail consumers’ responses to dissatisfaction. This study examines correlates of one possible response—telling others about the dissatisfaction—and identifies variables that distinguish this response from others. Variables investigated include the nature of the dissatisfaction, perceptions of blame for the dissatisfaction, and perceptions of retailer responsiveness. Marketing management and consumer behavior research implications are discussed.

scholarly journals Features of consumer behavior of Russian tourists in duty-free shops

2020 ◽  
Vol 164 ◽  
pp. 09020
Author(s):  
Natalia Strekalova ◽  
Elena Korchagina ◽  
Larisa Desfonteines
Keyword(s):  
International Trade ◽  
Consumer Behavior ◽  
Pilot Study ◽  
Customer Satisfaction ◽  
Questionnaire Survey ◽  
Modern World ◽  
Marketing Managers ◽  
Budget Restrictions

In the modern world, a new category of travelers (global shoppers) has appeared. They are people who spend their time for shopping on abroad trips. The article considers the problem of understanding the consumer behavior of Russian tourists (Russian global shoppers) in duty-free shops. The purpose of the study is to identify the features of consumer behavior, motives and habits of Russian tourists when shopping at duty free stores at airports. A pilot study was conducted by questionnaire survey at the airport. The results of the study showed that Russian tourists consider shopping (duty free) as part of their trip abroad. They are looking for a favorable price / quality ratio. Many of them do not plan their shopping in advance, but adhere to certain budget restrictions. The paper offers suggestions to improve customer satisfaction. The results of the study are useful for business persons and marketing managers in the international trade sphere.

scholarly journals Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

2020 ◽  
Vol 10 (2) ◽  
pp. 162-172
Author(s):  
Resekiani Mas Bakar ◽  
Riska Amaliah ◽  
Nurul Hidayati
Keyword(s):  
Experimental Study ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Negative Word ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees

This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

Customers’ emotion regulation strategies in service failure encounters

2017 ◽  
Vol 51 (5/6) ◽  
pp. 960-982 ◽  
Author(s):  
M.S. Balaji ◽  
Sanjit Kumar Roy ◽  
Ali Quazi
Keyword(s):  
Emotion Regulation ◽  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Service Failure ◽  
Negative Word ◽  
Perceived Injustice ◽  
Emotion Regulation Strategies ◽  
Content Type ◽  
Repurchase Intentions ◽  
Regulation Strategies

Purpose The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g. repurchase intentions and negative word-of-mouth). Design/methodology/approach A scenario-based survey was used to elicit responses in a hospitality setting. Structural equation modelling and hierarchical regression analysis were used to test the proposed hypotheses. Findings Results show that both positive and negative emotions mediate the relationship between perceived injustice and customer satisfaction. The emotion regulation of customers through suppression and reappraisal influences the effects of satisfaction on both negative word-of-mouth and repurchase intentions. Practical implications This study advances service managers’ understanding of customer experience during service failure by demonstrating how emotion regulation influences customer response behaviours. With a better understanding of customers’ emotion regulation strategies, managers and frontline employees can more effectively develop and execute recovery strategies which adapt to customer emotions while eliciting more satisfying outcomes. Originality/value This research is one of the first to examine the moderating role of customers’ emotion regulation strategies in determining their behavioural responses. Conducted in the hospitality services context, this study provides support for relationships among perceived injustice, customer emotions, emotion regulation, customer satisfaction, negative word-of-mouth and repurchase intentions.

The NPS and the ACSI: A Critique and An Alternative metric

2011 ◽  
Vol 53 (3) ◽  
pp. 327-346 ◽  
Author(s):  
Robert East ◽  
Jenni Romaniuk ◽  
Wendy Lomax
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Price Change ◽  
Negative Word ◽  
Share Price ◽  
Satisfaction Index ◽  
The People ◽  
Net Promoter Score ◽  
American Customer Satisfaction Index ◽  
Net Promoter

The Net Promoter Score (NPS) and the American Customer Satisfaction Index (ACSI) are metrics used to predict sales, profit and share price change. We identify problems with the design of both the NPS and the ACSI. In particular, we find that the NPS does not measure negative word of mouth effectively, and we argue that the ACSI is similarly insensitive to dissatisfaction. This is because ex-customers and never-customers are not sampled in these metrics, and these are the people who express most of the negative sentiments about brands/companies. We propose a method of measuring the effect of word of mouth using the volume and mean impact on purchase probability of both the positive and the negative word of mouth expressed by users of the category.

scholarly journals Understanding service recovery satisfaction from a service encounter perspective: A pilot study

2007 ◽  
Vol 38 (2) ◽  
pp. 41-51 ◽  
Author(s):  
C. Boshoff
Keyword(s):  
Social Psychology ◽  
Pilot Study ◽  
Service Provider ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Negative Word ◽  
Service Encounter ◽  
The Social ◽  
Psychology Theory ◽  
Physical Features

When a service provider fails to meet the expectations of customers during a so-called service encounter, the resultant disconfirmation can lead to a series of negative outcomes such as defection and negative word-of-mouth. Often, however, errant firms are afforded a second opportunity by complaining customers to rectify their misdemeanours – a practice referred to as service recovery. Service marketers’ understanding of service recovery is, however, limited. This study investigates service recovery from a service encounter perspective by considering the influence of what the complaining customer can visually see during the encounter. The underlying premise of the study is that, during the service encounter the complaining customer is exposed to stimuli such as the physical features and appearance of the service provider and these features can influence their assessment of the service firm’s efforts to resolve their complaint.By drawing on social psychology theory this study investigates whether what a complaining customer sees during the service encounter (what the service provider looks like) influences their satisfaction with the service recovery efforts of the firm. The empirical results of this pilot study do not support the general contention of the social psychology theories investigated in this study.

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

2019 ◽  
Vol 3 (4) ◽  
pp. 195-208
Author(s):  
Hannes Boepple ◽  
Janine Göttling ◽  
Marie-Christin Papen ◽  
Florian U. Siems
Keyword(s):  
Word Of Mouth ◽  
Empirical Investigation ◽  
Personal Characteristics ◽  
Negative Word ◽  
Channel Choice ◽  
Valuable Customer ◽  
Word Of Mouth Communication ◽  
Customer Reaction ◽  
Managerial Perspective ◽  
Selection Of

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

PERILAKU KONSUMEN VEGETARIAN DI SAMARINDA DAN STRATEGI PENGEMBANGAN

2017 ◽  
Vol 21 (2) ◽  
pp. 49-58
Author(s):  
Willyamto Sutardjo Liu
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Swot Analysis ◽  
Home Delivery ◽  
Development Strategies ◽  
Qualitative Approach ◽  
Literature Study ◽  
Good Service ◽  
Internet Media ◽  
Swot Matrix

This study aims to examine consumer behavior, customer satisfaction and development strategies that can support or hinder the development of vegetarian restaurants Fortunate Coffee using SWOT analysis. Research with qualitative approach using an analytical process begins with a browse through all the data available from the following sources using literature study, internet media, interviews, and questionnaires.Findings from this study showed that a vegetarian restaurant Fortunate Coffee has many advantages that can support the development of, among other strategic place and cozy, reasonable prices, good service, taste the food was pretty good, and have the product in Samarinda recently sold in Fortunate Coffee vegetarian restaurant that is Bread Vegan. Through of the findingsstrength, weakness, opportunity, threats, then difomulasikan into the SWOT matrix and eventually found a few strategies, namely strategies SO (strength-opportunity) flavorenhancing its menu. ST Strategy (strength-threats) maintain selling prices to remain stable. WO Strategy (weakness-opportunity) held activities such as seminars vegetarian and exciting events. WT Strategy (Weakness-threats), an improvement in consumer promotions, the need for special training to waiters in service procedures, innovations in the form of home delivery.

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