Perception of Fairness of Interaction in Handling Complaints of Users of Travel Agency Services: Evidence from Serbia and Croatia

Service-dominant logic observes the user as a co-creator of value in the process of providing services. In the case of a complaint, as a result of dissatisfaction, the user and the travel agency become a co-creator of the value of service recovery. The perception of interactionist fairness is one of the determinants of a user’s complaint behaviour. Interactionist fairness is seen in the extent to which users consider to be treated fairly in terms of their interaction with a travel agency employee during the service recovery process. The research presented in this paper is based on determining the differences in perception of fairness of interaction in handling complaints of users of travel agency services in terms of their socio-demographic characteristics. The survey was conducted on a sample that included 297 respondents from the territory of Serbia and Croatia. The proposed hypotheses were tested using the Mann – Whitney U test and the Kruskal–Wallis test. The purpose of this paper is to point out to travel agencies the importance of users’ reactions to unsatisfactory service as a kind of reflection of cooperation in service recovery. This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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PENGARUH PENYELENGGARAAN HAJI TERHADAP PENINGKATAN AKTIVITAS EKONOMl DI WILAYAH PROPINSI DKI JAKARTA

ALQALAM ◽

10.32678/alqalam.v30i2.1420 ◽

2013 ◽

Vol 30 (2) ◽

pp. 380

Author(s):

Chairul Akmal

Keyword(s):

Secondary Data ◽

Travel Agency ◽

Economic Activities ◽

Factors Affecting ◽

Regression Methods ◽

The Social ◽

Travel Agencies ◽

Relationship Model ◽

Small Medium Enterprises ◽

Medium Enterprises

This research analyzes some factors affecting economic activities in relation with the conduct of pilgrimage. Those factors are the pilgrimage cost, the amount of pilgrims, and the amount of pilgrimage officers. The objective of this research is to acquire the information of how each factor and all factors together affect the economic activities. This research also analyzes the effect of foods and drinks expenses, the effect of nonfoods and drinks expenses, and the effect of miscellaneous expenses on UMKM - Micro, Small, Medium enterprises' economic activities. This research is conducted in DKI Jakarta in 2007. The population of this research is the average economic activities in DKI Jakarta in 2007. There are 42 respondents (Banks), 157 respondents (travel agencies), and 50 respondents (UMKM - Micro, Small, Medium enterprises) which are taken as samples from the population using the purposive sampling method. The data is obtained by the researcher using questioners and secondary data which is taken from 1990-2007. The methodology used in this research is based on. the causal relationship model In testing the hypothesis of this research, the researcher uses the simple and multiple regression methods, and path analysis method. The significant rate a = 0,05 used in determining the interpretation of the statistic result. The data is processed using SPSS (Statistical Packages for the Social Sciences) version 12.00. The results of the analysis in the 1st equation -are (i) the effect of the pilgrimage cost on banks' revenues is quite strong, (ii) the effect of the pilgrimage cost on travel agencies' revenues is quite strong, (iii) the effect of the pilgrimage cost on UMKM - Micro, Small, Medium enterprises' revenues is weak. The results of the analysis in the 2nd equation are (i) the effect, of the amount of pilgrims on Banks' revenues is very weak, (ii) the effect of the amount of pilgrims on travel agencies' revenues is very weak, (iii) the effect of the amount of pilgrims on UMKM - Micro, Smal4 Medium enterprises' revenues is very weak. The results of the analysis in the 3rd equation are (i) the effect of the amount of pilgrimage officers on banks' revenues is very weak, (ii) the effect of the amount of pilgrimage officers on travel agencies' revenues is very weak, (iii) the effect of the amount officers on UMKM-Micro, Small Medium enterprises' revenues is very weak. The results of the analysis in the 4th equation are (i) the effect of all three factors which are the pilgrimage cost, the amount of pilgrims, and the amount of pilgrimage officers simultaneously on banks' revenues is very strong, (ii) The effect of all three factors which are pilgrimage costs, the amount of pilgrims, and the amount of pilgrimage officers simultaneously on travel agencies' revenues is strong, (iii) The effect of all three factors which are pilgrimage costs, the amount of pilgrims, and the amount of pilgrimage officers simultaneously on UMKM-Micro, Small Medium enterprises' revenues is strong. The result of the analysis in the 5th equation is the effect of foods and drinks expenses on UMKM-Micro, Small Medium enterprises' revenues is weak. In the 6th equation, the effect of nonfoods and drinks expenses on UMKM-Micro, small Medium enterprises' revenues is weak. In the 7th equation, the effect of miscellaneous expenses on UMKM - Micro, Small Medium enterprises' revenues is quite strong. In the 8th equation, the effect of all three factors which are the effect of foods and drinks expenses, the effect of nonfoods and drinks expenses, and the effect of miscellaneous expenses simultaneously on UMKM-Micro, Small Medium enterprises' revenues is quite strong. The implication of the research results mentioned above is the factors in the conduct of pilgrimage do increase the economic activities (Banks, Travel Agencies, and UMKM - Micro, Smal4 Medium enterprises) in DKI Jakarta. Therefore, considering that matter, the General Director of the conduct of pilgrimage division of Department of Religion Republic of Indonesia should determine the pilgrimage cost which is affordable, increase the service, and provide a good information system which will result in a better conduct of the pilgrimage. Key word: The Costs of Hajj, Hajj Officer, Travel Agency, UMKM

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Service Innovation: A Service-Dominant Logic Perspective

MIS Quarterly ◽

10.25300/misq/2015/39.1.07 ◽

2015 ◽

Vol 39 (1) ◽

pp. 155-175 ◽

Cited By ~ 558

Author(s):

Robert F. Lusch ◽

◽

Satish Nambisan ◽

Keyword(s):

Service Innovation ◽

Service Dominant Logic ◽

Dominant Logic

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Impact of Sports Brand Shops’ Service Recovery Justice on Customers’ Recovery Satisfaction: Focused on the Mediating Effect of Authenticity in the Recovery Process

Korean Journal of Sport Management ◽

10.31308/kssm.25.3.5 ◽

2020 ◽

Vol 25 (3) ◽

pp. 54-72

Author(s):

Kwonhyuk Jeong ◽

Ikki Jeon

Keyword(s):

Service Recovery ◽

Recovery Process ◽

Mediating Effect ◽

Recovery Satisfaction

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Evaluating Social Marketing Programme Implementation Using Service Dominant Logic Framework: A Study of Service Innovation in Sarva Shiksha Abhiyan

SSRN Electronic Journal ◽

10.2139/ssrn.1752884 ◽

2011 ◽

Author(s):

Rajeev Verma

Keyword(s):

Social Marketing ◽

Service Innovation ◽

Programme Implementation ◽

Service Dominant Logic ◽

Dominant Logic ◽

Social Marketing Programme

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Market Resistance to Innovative Service-Focused Business Models: Insights from the Service-Dominant Logic

SSRN Electronic Journal ◽

10.2139/ssrn.1962847 ◽

2011 ◽

Author(s):

Joerg Freiling ◽

Sven M. Laudien ◽

Kathrin Dressel

Keyword(s):

Business Models ◽

Service Dominant Logic ◽

Dominant Logic

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Telephone follow-up of oncology patients: the contribution of the nurse specialist for a Service-Dominant Logic in hospital

BMC Health Services Research ◽

10.1186/s12913-021-06552-8 ◽

2021 ◽

Vol 21 (1) ◽

Author(s):

Corinne Rochette ◽

Anne Sophie Michallet ◽

Stéphanie Malartre-Sapienza ◽

Sophie Rodier

Keyword(s):

Patient Activation ◽

Central Element ◽

Cancer Control ◽

Control Unit ◽

Active Phase ◽

Nurse Specialist ◽

Structured Interviews ◽

Service Dominant Logic ◽

Dominant Logic

Abstract Background The French healthcare system is characterised by a shift towards outpatient care and the desire to develop telemedicine affirmed in the collective commitment “Ma santé 2022” presented by President Macron in 2018. In France, remote patient follow up has recently been developed in the active phase of cancer treatment inspired by the patient navigation approach used in other countries. According to Service-Dominant Logic (S-D L), patients become more active. Their role in co-production of services is strengthened and their behaviours changed. Telephone follow-ups can contribute to modifying the relationship between the patient and the nurse navigators in charge of it, moving logically from a passive attitude from the patient to a more active one. Methods This study was carried out at Léon Bérard, a cancer control unit, in France. It concerned patients treated in an oncohaematology department, who benefited from telephone follow-ups carried out by nurse specialists during the active phase of their treatment. The multidisciplinary research team including social science researchers, physicians and carers developed a research protocol to study this pilot case. Essentially based on a qualitative approach, it was validated by the centre’s management to study this follow-up on patients’ behaviours. The 1st phase of the research, based on 24 semi-structured interviews with patients undergoing treatment undertaken from November 2018 to September 2019, is presented. Results The Telephone follow-up was a positive experience for all patients. The action of the nurse specialist helped to develop certain dimensions of in-role and extra-role behaviour that created value. The patients’ discourse has reported a positive follow-up in its clinical dimensions, its psychological dimensions and an enhanced quality of life. We detected a patient activation through their roles but it remained limited. The telephone follow-up also created a patient dependency. Conclusions The telephone follow-up is a relevant tool for patients undergoing treatment and it deserves to be more widely deployed. It brings comfort and creates a relationship based on trust but at the same time it limits the emancipation of the patient, which is a central element of the S-D logic and its empowerment.

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