Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality affects customers’ prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers’ prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers’ prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers’ prohibitive voice behaviors.

Opini Member Mengenai Personal Selling Sales Moka Pos dalam Memasarkan Produk

Large companies application cash Moka POS is one of business competitors in the online. Moka POS system is the point of sales. The point of sales arranged to present information business. If a cafe, then output is menu and price. The output of cash application was sent digitally through sms to customers cellular phones. Moka POS through personal selling post, sell their products use of the executive marketers sales which aims to affect consumer to purchase. On Moka POS sometimes frequent mistake by sales or communication on the application cashier online itself. To the Moka POS give to briefing sales. However sales was not able to practice so they cannot give satisfaction for their customers, this can be seen in figure a customer complaint. The purpose of research to know a member opinion about salesmanship sales, negotiating, marketing sales relationship Moka POS heading in markets better for you products. A method of descriptive with the sampling method of who used in research is the total sampling. The sample collection as many as 95 visitors. Based on the research done, shows that a member opinion about salesmanship sales, negotiating, relationship marketing Moka POS heading in markets better for you products sales could be said to be good because any product Moka POS offer will be able to understand, the manner of serving salesmanship sales, negotiating, relationship marketing to consumer good so consumers business operators become a member of the application of these Moka POS. Abstrak. Perusahaan besar aplikasi kasir online yaitu Moka POS adalah salah satu pesaing bisnis dalam bidang online. Moka POS merupakan aplikasi sistem Point of Sales. Sistem Point of Sales diatur agar dapat menyajikan informasi usaha. Apabila pada sebuah kafe, maka output-nya adalah daftar menu dan harga. Output dari aplikasi kasir tersebut dikirimkan secara digital melalui SMS ke ponsel pelanggan. Moka POS melalui personal selling, memasarkan produknya menggunakan tenaga pemasar yaitu Sales Executive yang bertujuan untuk mempengaruhi konsumen agar melakukan pembelian. Pada Moka POS terkadang juga sering terjadi kesalahan komunikasi oleh sales ataupun pada aplikasi kasir online itu sendiri. Untuk meminimalis keluhan-keluhan tersebut, Moka POS memberikan pembekalan kepada sales. Namun ternyata sales tersebut belum mampu mempraktekannya sehingga mereka tidak dapat memberikan kepuasan bagi pelanggannya, hal ini dapat dilihat pada gambar keluhan pelanggan. Tujuan penelitian untuk mengetahui opini member mengenai salesmanship sales, negotiating, relationship marketing sales Moka POS dalam memasarkan produk. Metode deskriptif dengan sampling yang digunakan dalam penelitian adalah total sampling. Pengambilan sampel sebanyak 95 orang. Berdasarkan hasil penelitian, menunjukkan bahwa opini member mengenai salesmanship sales, negotiating, relationship marketing sales Moka POS dalam memasarkan produk bisa dikatakan baik karena setiap produk Moka POS yang di tawarkan dapat di mengerti, cara melayani salesmanship sales, negotiating, relationship marketing terhadap konsumen baik sehingga konsumen pelaku usaha menjadi member dari aplikasi Moka POS tersebut.

Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth

Customer complaint or customer voice has been recognized as a key response to service failure that activates service recovery. This study aims at investigating how managing customer voice affects service recovery evaluation. Building on the concept of initiation, this study conceptualizes three conditions of service recovery, namely, service recovery based on customer-initiated voice, service recovery based on firm-initiated voice, and service recovery based on no voice. Using an experimental design, the present study investigates how customer evaluations of service recovery vary across voice initiation conditions. The multivariate analysis of covariance (MANCOVA) reveals that firm-initiated voice, compared with customer-initiated voice, elevates customer perceived justice and satisfaction while diminishing negative word-of-mouth intention. The research findings emphasize the necessity to activate customer’s voice following a service encounter so that service failure can be identified and addressed, which helps in improving customer evaluation of service recovery attempts.

Analisis Persepsi Bendahara Pengeluaran Atas Aspek Kepentingan dan Kinerja Pengguna dan Mitra Perbankan Dalam Penerapan Kartu Kredit Pemerintah

The Indonesian government has implemented government credit card since July 2019. This research provides importance and performance analysis of implementing government credit cards in ministries/agencies of Indonesia. This study collected empirical data from an online questionnaire which was distributed to alumni of the expenditure treasurer training organized by the Budget and Treasury Education and Training Center. The selected samples from 222 respondents, was processed using importance and performance analysis. The results of this empirical research shows the performance of KKP holders and the customer service of KKP issuing banks was still below expectations according to the perception of spending treasurers. KKP holders must be provided with intensive socialization on the use of KKP and customer complaint services at KKP issuing banks must be improved. Other results based on non implementing KKP treasurer perceptions, there are still some obstacles faced by ministries/agencies at the implementation of government credit cards. The results of this study cannot be generalized to the implementation of KKP in Indonesia, because of limited number of respondent samples. Abstrak Pemerintah Indonesia telah menerapkan metode pembayaran tagihan dari rekanan pemerintah menggunakan uang persediaan kartu kredit pemerintah mulai bulan Juli tahun 2019. Penelitian ini bertujuan untuk menganalisis kepentingan dan kinerja atas penerapan kartu kredit pemerintah pada kementerian/lembaga. Data penelitian diperoleh melalui kuesioner online yang disebar melalui media sosial whatsapp. Responden penelitian merupakan alumni pelatihan bendahara pengeluaran yang diselenggarakan oleh Pusdiklat Anggaran dan Perbendaharaan. Sebagian sampel penelitian yang berjumlah 222 responden diolah menggunakan analisis kepentingan dan kinerja. Hasil penelitian menunjukkan bahwa kinerja pemegang KKP dan layanan bank penerbit KKP masih di bawah harapan menurut persepsi bendahara pengeluaran. Pemegang KKP harus diberikan sosialisasi penggunaan KKP yang memadai dan layanan keluhan pelanggan pada bank penerbit KKP harus ditingkatkan. Selain itu masih ditemukan beberapa kendala yang dihadapi oleh kementerian/lembaga pada saat penerapan kartu kredit pemerintah. Dengan keterbatasan jumlah sampel responden, maka hasil penelitian ini tidak dapat digeneralisasi untuk penerapan KKP di Indonesia.

Application of logistics model in analysing relationship marketing in travel agencies

A concept of relationship marketing in tourism implies creating quality relations among all participants in the tourist supply chain. Analyzing the assumptions of the development of relations and their impact on the overall performance of companies in tourism is especially important. In this regard, the subject matter of this research is the application of relationship marketing in travel agencies in Serbia and the identification of key factors of loyalty of users of tourist services. This paper aims to investigate the influence of relationship marketing assumptions (such as trust, customer complaint management, investment in internal marketing, implementation of information technology in agencies, business image and tradition of agencies, as well as socio-demographic characteristics of clients) on the choice of travel agency through which clients will travel. The contribution of the paper is in the application of the logistics model in the research of relationship marketing in agencies. The results of this research have confirmed that investing in relational determinants in tourism leads both to the development of a long-term relationship with customers and to business performance improvement. Also, the results showed that customer profiles are important in the implementation of relationship marketing to increase the number of loyal customers in tourism. The importance of the paper is in proposing an efficient model for the application of relationship marketing in order to increase the level of customer loyalty in travel agencies operating on the Serbian market.

Crisis information, communication strategies and customer complaint behaviours: the case of COVID-19

Purpose The outbreak of the COVID-19 pandemic plunged global tourism into a huge crisis in 2020. China was confronted with a wave of cancellations by tourism consumers due to COVID-19 and tourist complaints rose dramatically during this period. Although tourism enterprises have quickly introduced measures in response, the effectiveness of targeted policies is expected to be evaluated. Concerned about this phenomenon, this study aims to provide insights into the dim prospects of the tourism industry and to bridge the gap between tourists and enterprises. Design/methodology/approach The current study adopts a two-step method that combines automatic and manual content analysis to contrastively analyse 647 complaints from the Sina platform and the measures of five online travel agencies (OTAs) taken to deal with COVID-19. Findings The results reveal that the COVID-19-related information and policies issued by official departments had a promoting effect on tourist complaints. OTAs were the main target of complainers, and three themes of complaints were identified, namely, cancellation barriers, refund barriers and customer relationship management. Although tourism enterprises’ policies covered most dimensions of the three themes, more detailed and mutually beneficial policies need to be formulated in the face of a new round of cancellations. Originality/value This research attempts to investigate tourism customer complaint behaviours in the case of COVID-19 and to provide tourism enterprises receiving different complaints with practical insights into crisis management. It contributes to simultaneously minimizing business losses and maintaining customer relationships in the service industry, improving the industry’s performance under potential crises in the future.

Research on automatic labeling of imbalanced texts of customer complaints based on text enhancement and layer-by-layer semantic matching

Due to its potential impact on business efficiency, automated customer complaint labeling and classification are of great importance for management decision making and business applications. The majority of the current research on automated labeling uses large and well-balanced datasets. However, customer complaint labels are hierarchical in structure, with many labels at the lowest hierarchy level. Relying on lower-level labels leads to small and imbalanced samples, thus rendering the current automatic labeling practices inapplicable to customer complaints. This article proposes an automatic labeling model incorporating the BERT and word2vec methods. The model is validated on electric utility customer complaint data. Within the model, the BERT method serves to obtain shallow text tags. Furthermore, text enhancement is used to mitigate the problem of imbalanced samples that emerge when the number of labels is large. Finally, the word2vec model is utilized for deep text analysis. Experiments demonstrate the proposed model's efficiency in automating customer complaint labeling. Consequently, the proposed model supports enterprises in improving their service quality while simultaneously reducing labor costs.

Quality of services: an application with customer complaint data from a telecommunication company

The evaluation of the service quality standard of a telecommunication company using statistical process control (SPC) methods is the main goal of this paper. The study used a dataset collected from January 2018 to November 2019 associated with monthly and weekly customer complaint counts due to the technical services provided by the company. Multiple linear regression models with the count data transformed to a logarithmic scale and Poisson regression models with the original count data detected some significant factors affecting the weekly/monthly complaint counts. In addition, forecasts of future complaint counts based on the statistical models could be of interest for the company to plan the number of technicians in different sectors at different times of the year leading to improvements in the service provided by the telephone company.

Analysis of Determining Service Recovery Factors at Super Indo Grocery Store in Semarang

The purpose of this study was to determine: (1) How big effect of the Service Failure on Service Recovery at Super Indo Grocery Store in Semarang? (2) How big effect of the Customer Complaint on Service Recovery at Super Indo Grocery store in Semarang? The sample in this study amounted to 40 respondents or customers. This study was analyzed using multiple linear regression which included the T-Test, F Test, and the coefficient of determination. Based on the results of research and discussions that have been carried out, it can be concluded that there is an effect of Service Failure on Service Renewal is an influence of Customer Complaint on Service Recovery.