scholarly journals Analisis Perilaku Brand Switcing Konsumen ...(Dimas Dan Muchammad Agung) 1 Analisis Perilaku Brand Switcing Konsumen Produk Air Mineral Di Wilayah Kabupaten Banjarnegara

Media Ekonomi ◽  
2017 ◽  
Vol 14 (1) ◽  
pp. 1
Author(s):  
Dimas Bayu Arianto ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Mineral Water ◽  
Service Failure ◽  
Free Variable ◽  
Switching Behavior ◽  
Service Encounter ◽  
Ethical Problems ◽  
Service Failures ◽  
Brand Switching ◽  
Core Service ◽  
E6 And E7

This study aims to determine the effect of free variable price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching to switching behavior of mineral water brand in the region Banjamegara both partially and simultaneously. And to determine the independent variables that most influence on switching behavior of mineral water in the Banjarnegara. The method used in sampling is purposive sampling, the sampling is based on specific criteria and goals, with criteria respondents who are buying it either weekly or monthly at the distributor or the same store and was in the region Banjamegara. The analytical method used was multiple linear regression test with a significant level (α) 0,1 and the elasticity test. The results of this study concluded that prices, core service failures, service encounter failures and ethical problems are partially no effect on brand switching, with a significant value of 0,838, 0,925, 0,239 and 0,329 more than 0,1. But attraction by competitor and involuntary switching partially significant effect on brand switching, with a significant value of 0,070 and 0,087 is less than 0,1. price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching simultaneously had no effect on brand switching, with a value significantly by 0,141 more than 0,1. involuntary switching variables that most influence on brand switching. This is indicated by the value of E8 > E1, E3, E4, E6 and E7 is 0275 > 0,018, -0,009, 0,153, 0,176 and -0,111. Key words: Price, Inconvenience, Core Service Failure, Service Encounter Failure, Response To Service, Attraction By Competitors, Ethical Problems, Involuntary Switching and Brand Switching.

scholarly journals KETERKAITAN FAKTOR DEMOGRAFI DENGAN MOTIF BERPINDAH PILIHAN LAYANAN HOTEL BERBINTANG DI KOTA BENGKULU

2019 ◽  
Vol 12 (2) ◽  
pp. 23-39
Author(s):  
Sri Wahyu Putri ◽  
Muhartini Salim
Keyword(s):  
Significant Relationship ◽  
Service Failure ◽  
Demographic Factors ◽  
Service Encounter ◽  
Ethical Problems ◽  
The Core ◽  
Analysis Technique ◽  
Core Service ◽  
Cross Tabulation ◽  
The Relationship

The purpose of this research is to examine the relationship between demographic factors and switch motive based on variabels pricing, inconvenience, core service failure, service encounter failure, response to service failure, attraction by the competitor, ethical problems, and involuntary switching. A questionnaire was utilized on 93 respondents of one-star hotels, 61 respondents of two-stars hotels, and 59 respondents of three-stars hotels in Bengkulu City. Analysis technique used is a test cross tabulation. According to the results of this research, the average responses of respondents to switch motive based on variabels pricing, inconvenience, core service failure, service encounter failure, response to service failure, attraction by competitor, ethical problems, and involuntary switching is in high category. The results of this analysis indicate that the overall demographic factors have a significant relationship with the switch motive based on variabels pricing, the core service failure, response to service failure, and ethical problems. However, overall demographic factors exist which hasn't relationship with the switch motive based on variabels inconvenience, service encounter failure, attraction by competitor and involuntary switching.Keywords: Demographic, Pricing, Inconvenience, Core Service Failure, Involuntary Switching.

scholarly journals Switching intentions in Telecom industry: a case of University students in Bahawalpur

2013 ◽  
Vol 3 (3) ◽  
pp. 355
Author(s):  
Muhammad Rizwan ◽  
Muhammad Aurangzeb Khan ◽  
Rabia Khan ◽  
Saima Shafiq
Keyword(s):  
Service Failure ◽  
Switching Behavior ◽  
Telecommunication Industry ◽  
Retention Period ◽  
Services Sector ◽  
Customer Switching ◽  
Negative Effect ◽  
Core Service ◽  
Consumer Switching ◽  
Self Administered Questionnaire

Consumers are the valuable assets of the organization as they are the ultimate destination of any product or services since they are the ultimate users of the any product or services thus the success of any organization depends upon the satisfaction  of the customers, if not they will switch to other brands. The present paper attempt to study the consumer switching intentions in the telecommunication industry. The research aimed to find the reasons behind the customer switching behavior in cellular services sector of Pakistan. To conduct the research, we surveyed 170 respondents across the different departments in the ISLAMIA UNIVERSITY BAHAWALPUR. The survey was based on the self administered questionnaire. Respondents were selected on the random basis. After examining the collected results, we inferred that the customer switching intentions mainly dependent on the price, core service failure and then the customer satisfaction. This research also confirms the negative effect of trust on switching .intentions .Trust can increase the loyalty of customer which decreases the intentions of consumers to switch. Using regression it is concluded that proposed variables have a significant relationship with the switching. Companies should focus on these factors to retain their customers and make them loyal enough that they could have a long retention period with the company.

Beyond the Embodied Digital Service Encounter

2018 ◽  
pp. 1-18
Author(s):  
Jannick Kirk Sørensen
Keyword(s):  
Human Service ◽  
Service Failure ◽  
Digital Design ◽  
Service Encounter ◽  
Service Encounters ◽  
Digital Service ◽  
Service Failures ◽  
Knowledge Intensive ◽  
Micro Analysis

When a digital service encounter develops differently than anticipated, the client becomes a user. This transformation reveals the ambiguous nature of digital service encounter being neither well-functioning tools, nor having the same sensitivity to and tolerance for service failures as in human service encounters. Through the case-study of a service failure and subsequent co-creation of the service recovery, this chapter introduces and unfolds the concept of ‘cognitively dominated service encounters'. This category is suggested to supplement and criticize Paul Dourish's (2001) concept of Embodied Interaction. With a micro analysis of the interaction in this service journey, we identify the need for a category of knowledge intensive service encounters that acknowledge both the complexity of the service provided, but also the constraints and possibilities in the digital design material.

scholarly journals Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry

2021 ◽  
Vol 18 (5) ◽  
pp. 2488
Author(s):  
Hyunseok Song ◽  
Kevin K. Byon
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Power Distance ◽  
Moderating Effect ◽  
Main Experiment ◽  
Manipulation Check ◽  
Fitness Center ◽  
Service Failures ◽  
The Relationship ◽  
Power Distance Belief

This study was designed to examine the moderating effects of the power–distance belief (PDB) on the relationship between employees’ service failures and customers’ transactional and non-transactional outcomes in a fitness center context. To test the relationships among these variables, we employed two pretests and a main experiment. In Pretest 1, a critical incident technique (CIT) was used to identify the employees’ service failure situations in fitness centers. Then, in Pretest 2, we developed two written scenarios that described employees’ service failures according to low and high severity and confirmed the differences between these two scenarios with a manipulation check. In the main experiment, we employed scenarios to examine the relationships among service failures’ severity, PDB, and customers’ non-transactional and transactional outcomes. We used Hayes’ PROCESS macro to test the PDB’s single moderating effect on the relationship between the service failures’ severity and the customers’ responses. According to the results, the moderating effect on the relationship between the service failures’ severity and fitness center customers’ non-transactional and transactional behaviors was confirmed. We extended the understanding of fitness center customers’ reactions, depending upon individual PDB to service failures, by comparing low- and high-service failure situations. Our findings also suggest that segmenting fitness center customers may help managers recognize that their customers’ varying responses depend on PDB.

A cross-linguistic study of metacommunication in online hotel reviews

2020 ◽  
Vol 17 (4) ◽  
pp. 445-470
Author(s):  
Irene Cenni ◽  
Patrick Goethals ◽  
Camilla Vásquez
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Mother Tongue ◽  
Service Failure ◽  
Specific Form ◽  
Service Encounter ◽  
Service Encounters ◽  
Correct Information ◽  
Linguistic Patterns

AbstractIn this study, we focus on a specific form of metacommunication found in an emerging digital genre: Hotel reviews posted on TripAdvisor. In particular, we investigate how tourists represent their service encounter interactions. The main goal of the present study is to identify what these digital metacommunicative practices reveal about communicative norms and expectations among groups of reviewers writing in three different languages. We analyzed a multilingual dataset of 1800 reviews written in English, Dutch, and Italian. The results reveal that reviewers commented upon a broad range of aspects when evaluating service encounters interactions, for instance, describing the quality of the interaction (e.g. polite, correct), or a lack of communication when a specific type of communication is expected (e.g. absence of greetings, or apologies after a service failure). Further, we found similar cross-linguistic patterns, such as appreciation for being able to communicate in one’s mother tongue during the hotel-guest encounter. At the same time, a few differences across languages emerged, such as the preference for precise and correct information within British reviews. Since service interactions are of fundamental importance for customer satisfaction, our findings contribute not only to the current research on metacommunication in digital contexts, but may also be significant for service providers in the hospitality industry.

Network analyses of brand switching behavior

1996 ◽  
Vol 13 (5) ◽  
pp. 415-429 ◽  
Author(s):  
Dawn Iacobucci ◽  
Geraldine Henderson ◽  
Alberto Marcati ◽  
Jennifer Chang
Keyword(s):  
Switching Behavior ◽  
Network Analyses ◽  
Brand Switching

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>

Service failures as triggers of superior brand evaluations

2019 ◽  
Author(s):  
Clemens Hutzinger ◽  
Wolfgang Weitzl
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Recovery Process ◽  
Electronic Word Of Mouth ◽  
Source Information ◽  
Brand Evaluations ◽  
Service Failures ◽  
Complaint Handling ◽  
The Right ◽  
Potential Customers

In pursuit of better purchasing decisions (e.g., choosing the right restaurant or hotel), prospective customers increasingly turn to social media, such as Facebook, to source information about new products, services and brands. On Facebook, a brand’s former, current and potential customers are not only exposed to marketer-created brand postings, but also to other customers’ subjective evaluations, personal thoughts and feelings regarding their consumption experiences (Hennig-Thurau et al., 2010). Research has shown that consumers strive for multifaceted goals when sharing consumption-related postings online. For instance, some satisfied customers want to help the company by posting favorable statements about a positive brand experiences, known as positive electronic word of mouth or PeWOM (Hennig-Thurau et al., 2004), while others want to help their fellow shoppers by giving a neutral description of a regular brand experience (ReWOM). However, many dissatisfied customers also use Facebook brand-pages as a public platform to express their unfavorable thoughts and negative emotions (e.g., anger) after a service failure by means of an online complaint or negative electronic word of mouth (NeWOM; Ward & Ostrom, 2006; Weitzl et al., 2018). Consumers that are directly affected by the service failure and involved in the recovery process are referred to as complainants. The reasons why customers spread NeWOM are diverse. They range from venting (i.e., lessening his/her frustration and reduce anger), via revenge (i.e., intentionally sabotaging and harming the company; Grégoire et al., 2009), warning others (Willemsen et al., 2011), to advice seeking (to acquire new skills/information to better use and/or repair the product; Willemsen et al, 2013). Earlier research demonstrates that online complaints can have strong and diverse detrimental effects, particularly on a brand’s potential customers (so-called online complaint bystanders), including unfavorable attitudes and an increased willingness to criticize the involved brand to others (e.g., Chevalier & Mayzlin, 2006; Sen & Lerman, 2007). However, evidence also exists that ‘webcare’, which is company’s online complaint handling response to a public complaint can repair negative reactions of these bystanders to some extent (e.g., Weitzl & Hutzinger, 2017). It remains, nevertheless, unclear how far such positive reactions can be stimulated with webcare among NeWOM bystanders.

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