scholarly journals CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

2017 ◽  
Vol 15 (1) ◽  
pp. 84
Author(s):  
Rahayu Rahayu
Keyword(s):  
Mass Media ◽  
Customer Service ◽  
Psychological Factor ◽  
Business Development ◽  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Retail Company ◽  
Customer Service Representative ◽  
Service Representative

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly  (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.

scholarly journals CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

2018 ◽  
Vol 15 (1) ◽  
Author(s):  
Rahayu Rahayu
Keyword(s):  
Mass Media ◽  
Customer Service ◽  
Psychological Factor ◽  
Business Development ◽  
Consumer Complaint ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Retail Company ◽  
Customer Service Representative ◽  
Service Representative

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly  (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.

Consumer Complaint Behavior in the Online Environment

2011 ◽  
pp. 90-106 ◽  
Author(s):  
Ji-Young Hong ◽  
Wei-Na Lee
Keyword(s):  
Communication Channel ◽  
Online Communication ◽  
The Internet ◽  
Practical Implementation ◽  
Negative Experiences ◽  
Consumer Complaint ◽  
Psychological Mechanisms ◽  
Managerial Implications ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior

The emergence of the Internet and its communication capabilities have changed the way consumers communicate their negative experiences with products and services. This chapter offers a comprehensive assessment of the Internet as a viable complaint communication channel and details its related threats and opportunities. An integrated conceptual model of consumer complaint behavior is proposed. It is suggested that an in-depth understanding of the psychological mechanisms that underlie consumer complaint behavior and the characteristics of online communication as well as the characteristics of the business may be essential in taking advantage of the Internet as a complaint communication channel. Managerial implications and recommendations for practical implementation are also suggested.

Automated customer service at the National Library of Medicine

First Monday ◽  
2006 ◽  
Author(s):  
Terry T. Ahmed ◽  
Carolyn Willard ◽  
Marcia Zorn
Keyword(s):  
Customer Service ◽  
Drug Information ◽  
Lessons Learned ◽  
Web Pages ◽  
Consumer Health ◽  
Medical Database ◽  
National Library ◽  
Online Catalog ◽  
Customer Service Representative ◽  
Service Representative

The National Library of Medicine (NLM) launched a virtual customer service representative (vRep) named “Cosmo” in February 2003. Cosmo is a navigation tool that guides users to information on NLM Web pages. These Web pages contain information on programs, products and services provided by NLM. Cosmo directs users to information on consumer health, drug information, medical database instruction, grant information, online catalog access, exhibit details and onsite library information. Medical librarians manage the Cosmo knowledge base to link to this information. To ensure that we meet customer needs, staff review the user “conversation” log daily and modify answers as needed. This paper describes the lessons learned during Cosmo’s development and may help others who create and maintain a virtual representative.

scholarly journals Pengembangan Learning Object pada Training Basic di PT.Circleka Indonesia Utama

2020 ◽  
Vol 3 (1) ◽  
pp. 36-44
Author(s):  
Rafii Ramandika ◽  
Mulyadi, M. Pd ◽  
Kunto Imbar Nursetyo M.Pd
Keyword(s):  
Customer Service ◽  
Development Program ◽  
Learning Object ◽  
Expert Review ◽  
Group Evaluation ◽  
Basic Circle ◽  
Final System ◽  
Prototype Design ◽  
Customer Service Representative ◽  
Service Representative

Pengembangan ini bertujuan untuk menghasilkan produk berupa Learning Object pada Training Basic di PT.Circleka Indonesia Utama. Produk Learning Object ini difokuskan pada pengembangan video pembelajaran mengacu pada model Rapid Prototyping yang memiliki lima tahap antara lain Assess Needs and Analyze Content, Set Objectives, Construct Prototype (design), Utilization Prototype (research), dan Installing the Final System. Produk Learning Object ini telah melalui tahap evaluasi yang melibatkan para ahli dan pengguna (Customer Service Representative Circle K). Hasil uji coba expert review yang diperoleh dari ahli materi sebesar 3,56 (sangat baik), ahli desain pembelajaran, ahli media pembelajaran 3,49 (sangat baik). Kemudian pada tahap uji coba pengguna (one-to-one evaluation) memperoleh nilai 3,20 (baik) dan (small group evaluation) dengan nilai 3,49 (sangat baik). Hasil evaluasi formatif menunjukan bahwa produk Learning Object ini dapat digunakan pada Training Basic Circle K sebagai bagian dari Store Development Program (SDP) PT. Circleka Indonesia Utama.

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