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Titolo:
CUSTOMER EVALUATIONS OF SERVICE COMPLAINT EXPERIENCES - IMPLICATIONS FOR RELATIONSHIP MARKETING
Autore:
TAX SS; BROWN SW; CHANDRASHEKARAN M;
Indirizzi:
UNIV VICTORIA,FAC BUSINESS VICTORIA BC V8W 2Y2 CANADA ARIZONA STATE UNIV,COLL BUSINESS TEMPE AZ 85287 UNIV CINCINNATI,COLL BUSINESS ADM CINCINNATI OH 45221
Titolo Testata:
Journal of marketing
fascicolo: 2, volume: 62, anno: 1998,
pagine: 60 - 76
SICI:
0022-2429(1998)62:2<60:CEOSCE>2.0.ZU;2-9
Fonte:
ISI
Lingua:
ENG
Soggetto:
BUYER-SELLER RELATIONSHIPS; ORGANIZATIONAL JUSTICE; CONSUMER PERCEPTIONS; PROCEDURAL JUSTICE; SATISFACTION; PERSPECTIVE; MANAGEMENT; RESPONSES; FAIRNESS; QUALITY;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
65
Recensione:
Indirizzi per estratti:
Citazione:
S.S. Tax et al., "CUSTOMER EVALUATIONS OF SERVICE COMPLAINT EXPERIENCES - IMPLICATIONS FOR RELATIONSHIP MARKETING", Journal of marketing, 62(2), 1998, pp. 60-76

Abstract

Many companies consider investments in complaint handling as means ofincreasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used toarrive at the outcomes, and the nature of the interpersonal treatmentduring the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi ''brand equity'' perspective-whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, theeffects of poor complaint handling. Implications for managers and scholars are discussed.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 05/12/20 alle ore 23:36:44