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CUSTOMER COMPLAINT MANAGEMENT, SERVICE QUALITY CUSTOMER COMPLAINT MANAGEMENT, SERVICE QUALITY AND MARKETING PERFORMANCE IN THE SERVICE INDUSTRY
Abstract
Customer Complaints Management (CCM) in service firms is imperative to the improvement of marketing performance (MP). Complaint management can also be an important strategy for minimizing dissonance between businesses and clients especially when service quality is taken into consideration. This study therefore explores the mediating role of service quality in the relationship between customer complaint management and marketing performance of selected firms in the service industry, using Nigeria as a case in point. Equity theory provided thought direction for the study based on a survey research design with a quantitative research approach. Copies of a validated questionnaire were shared and a total 218 valid responses were analyzed with the aid of the Jamovi advanced mediation model software to study the relationships between the independent variable-customer complaint management, measured by apology, compensation, and prompt response-and the dependent variable-marketing performance, measured by customer loyalty; with the variables having direct effects, indirect effects and total effects. The total effects show the following the p-value figures, compensation (0.028, 0.008 & 0.001), which means compensation has a significant effect on marketing performance; prompt response (0.363, 0.370, & 0.014), this means that prompt response has just an erratic effect on marketing performance; and apology (0.085, 0.061 & 0.258), which implies that apology has an insignificant effect on marketing performance. Overall, this study concludes that service quality does not have a significant mediating effect in the relationship between CCM and MP. It is recommended, amongst others, that firms in the service sector should regularly monitor and evaluate the effectiveness of complaint management strategies by using customer complaints as feedbacks refine approaches and ensure expectations of customers are met.
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This study investigated the impact of customer complaints and feedback management on customer retention in deposit money banks in SouthEastern Nigeria. The specific objectives were to determine the impact of customer complaints management on customer retention in deposit money banks in SouthEastern Nigeria and also, to ascertain the impact of customer feedback management on customer retention in deposit money banks in South Survey method was adopted for the study and the sample size of 384 was determined using Cochran's formula. Cronbach's alpha was used to determine the reliability of the instrument and the value of 0.773 was got. Questionnaire was adopted as the instrument for the collection of primary data and was distributed to the 384 students who returned 300 that were correctly filled. Analysis of data was conducted using Pearson's product moment correlation coefficient with the aid of SPSS software version 22. The study revealed that customer complaints management has a significant positive relationship with customer retention in deposit money banks in SouthEastern Nigeria. Similarly, it was revealed that customer feedback management has a significant positive relationship with customer retention in deposit money banks in SouthEastern Nigeria. Thus, customer complaints and feedback management strategies are very efficacious marketing strategies for ensuring customer retention in the Nigerian banking industry.
Leveraging the cognitive dissonance and attribution theories, this study examined the influence of customer complaint management on the Marketing performance of banks in Afikpo. Applying marketing performance from the lenses of the customer, 323 bank customers were involved in the study. Copies of questionnaire were used to elicit responses from the customers after a test of reliability and validity on the questionnaire. Collected data were analyzed with SPSS Version 21.0, simple regression analysis. Results indicate that the customer complaint based on management constructs (accessibility, responsiveness, integration) significantly influence marketing performance of bank. The study therefore recommends among others that banks should design complaint management systems that are simple and understandable for customers, while being fair, efficient, and responsive in complaint handling.
Purpose
The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.
Design/methodology/approach
The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.
Findings
The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.
Research limitations/implications
The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.
Originality/value
This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.
Online firestorms pose severe threats to online brand communities. Any negative electronic word of mouth (eWOM) has the potential to become an online firestorm, yet not every post does, so finding ways to detect and respond to negative eWOM constitutes a critical managerial priority. The authors develop a comprehensive framework that integrates different drivers of negative eWOM and the response approaches that firms use to engage in and disengage from online conversations with complaining customers. A text-mining study of negative eWOM demonstrates distinct impacts of high- and low-arousal emotions, structural tie strength, and linguistic style match (between sender and brand community) on firestorm potential. The firm’s response must be tailored to the intensity of arousal in the negative eWOM to limit the virality of potential online firestorms. The impact of initiated firestorms can be mitigated by distinct firm responses over time, and the effectiveness of different disengagement approaches also varies with their timing. For managers, these insights provide guidance on how to detect and reduce the virality of online firestorms.
In today's society, there have been so much emphasis on pride and personal achievement at work place; where by the concept of teamwork seems to be overlooked by managers and employees, due to this management sees less essence of teamwork as a major tool of performance which has lead them to poor performance and productivity in the industry market. Therefore the study seeks to identify the impact teamwork has on organizational performance.
The objective of this study was to identify factors associated with teamwork, identify the positive or negative effects of teamwork on employees and to examine the impact of teamwork on organization performance.
This research study analyzes the impact of teamwork on organizational performance on the employees of Komfo Anokye Teaching Hospital and Ejisu Government Hospital. Several measures of team performance were analyzed including team trust, recognition and rewards. Convenience sampling technique was used to select the employees whiles purposive sampling technique was used to select management in the organization. A self-structured questionnaire was used in the data collection. The research study used correlation techniques in order to analyze the relationship between two variables that was Teamwork and Organization Performance. There was clear evidence that teamwork and other measures of team performance are positively related with organization performance. The result of the study shows that there was a significant positive impact of teamwork on organizational performance.
The primary objective of the article was to determine the relationship between customer relationship management and student satisfaction. The study explored the ways in which student satisfaction can be achieved with the use of customer relationship management. Both descriptive and inferential statistics were employed in this research. The following hypotheses were formulated in this study: Student Lifecycle management has a significant impact on the student’s willingness
to recommend to others, Parent relationship management has a positive impact on the students’ willingness to recommend their universities to others. A multiple regression analysis was employed in the hypothesis testing. The research findings showed that student’s willingness to recommend to others increases when the student lifecycle in the university is well managed. It was also discovered that strong parent relationship management at the University enhances the student’s willingness to recommend their Universities to others. It is therefore recommended that Universities should adopt effective customer relationship management strategies to achieve
student satisfaction.
Herbal Products industry has experienced significant growth in product demand. Therefore, this study aims to identify the factors effecting the actual buying of Herbal Product. This study also examines the moderation effect of perceived risk on the relationship between product safety and intention. Mall intercept survey was used to collect data from six various states in Malaysia. The data is analyzed using Partial Least Squares (PLS) path modeling. The path coefficient results supported the direct influence of intention on actual buying. Similarly, the findings reveal that perceived risk moderate the relationship between product safety and buying intention.
Social media are, on the one hand, a highly beneficial environment for word-of-mouth (WOM) propagation of new ideas and products, and this has increasingly made them a focus of marketing communications. On the other hand, companies and their brands as well as politicians, governmental institutions, and celebrities have increasingly been facing the impact of negative online WOM and complaint behavior. In reaction to any questionable statement or activity, social media users can create huge waves of outrage within just a few hours. These so-called online firestorms pose new challenges for marketing communications. In this article, we group observations from recent online firestorms, identify related social and economic science theories, and derive generalized factors that form the basis for the proliferation of these dynamics. Furthermore, we discuss the consequences of online firestorms for marketing communications, and offer courses of action for marketers to navigate through crises of negative online WOM.
The article explores the quality dimensions that the visitors of national and foreign business-to-consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality dimensions that proved to be stable across sites’ nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research.
A model of customer complaint management is developed in terms of defensive marketing strategy. Based on an explicit microfoundation, firms' incentives to manage complaints are analyzed. In the context of a monopoly and homogeneous oligopoly, we discuss the optimal levels of customer compensation and effort and characterize industries where complaint management is likely to be used. We then examine a differentiated oligopoly and find an explicit formula for the market share gains associated with complaint management. This is illustrated in an example with real data. We finally consider the trade-off between defensive strategy in the form of complaint management and various offensive marketing tools such as advertising and pricing.
This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR).
The objective of present study is to investigate the consequences of relationship marketing on customer loyalty. The study also investigates the moderating role of customer expertise between relationship marketing and customer loyalty. The data used in the present study was collected by using a self – administered questionnaire. Data were collected from telecom industry of Pakistan; more specifically data source is the telecom users in Multan. Sample size is 500 and these questionnaires were distributed to collect data among top universities located in Multan. Out of 400 received questionnaires 330 were selected for analysis. SPSS (version 20.0) was used for analysis and statistical tools like ANOVA, correlation analysis and multiple regressions were used. The result of the present study show that there exists a direct relation between relationship marketing and customer loyalty as well as customer expertise moderates the relationship.
Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business functions, and even external partners, in creating and delivering positive customer experiences. In this article, the authors aim to develop a stronger understanding of customer experience and the customer journey in this era of increasingly complex customer behavior. To achieve this goal, they examine existing definitions and conceptualizations of customer experience as a construct and provide a historical perspective of the roots of customer experience within marketing. Next, they attempt to bring together what is currently known about customer experience, customer journeys, and customer experience management. Finally, they identify critical areas for future research on this important topic.
Purpose
– The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.
Design/methodology/approach
– The objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.
Findings
– It is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”
Practical implications
– Managers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.
Originality/value
– This paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.
Using the pleasure, arousal, and dominance (PAD) model, this study seeks to extend existing knowledge about consumers' activities in online retail environments by focusing on the largely ignored role of perceived dominance. In online environments, perceived dominance might influence purchasing intentions both directly and indirectly through pleasure. Furthermore, consumers' perceptions of Web site atmospherics (informativeness, navigational cues, perceived organization, and entertainment) likely affect two dimensions of emotion (perceived dominance and arousal). This study also investigates the moderating effects of situational involvement on the relationships among the PAD dimensions for online consumers. The results affirm that perceived dominance has direct effects on purchasing intentions, as well as indirect impacts through pleasure. The impact of perceived dominance on pleasure also is moderated by situational involvement. Whereas high task-relevant cues exert significant effects on perceived dominance, low task-relevant cues influence arousal. Therefore, this research shows that perceived dominance relates to online customers' purchasing intentions, which represents an extension of existing knowledge about the PAD model applied online; it also provides notable managerial implications for e-marketers.
Extant service recovery research treats apology as a dichotomy, in that it is either present or absent, but how it is conveyed is neglected. Based upon social psychological research, this study argues that an apology comprises three different components: empathy, intensity, and timing, which make each apology unique. It is shown that how well an apology is delivered across failure types (outcome vs. process) drives service recovery satisfaction, not its mere presence. Empathy, intensity, and timing separately impact satisfaction. The more empathic and intense the apology is given, the more satisfied respondents are. A late apology decreases satisfaction ratings. Effect sizes indicate that empathy has the strongest impact on service recovery satisfaction followed by intensity and timing. The effect of empathy is stronger for process failures than for outcome failures. Interestingly, the apology’s overall effect size is comparable to that of compensation in case of a process failure.
This paper proposes a model of the effects of perceived justice on customer satisfaction and intent following a service or product failure and a recovery attempt. We tested the model using two field studies that captured customer perceptions over time, and the results largely support the model’s path estimates and explanatory power. Study One also supports the hypothesis that procedural and interactional justice are more influential in forming overall firm satisfaction than distributive justice. As hypothesized, satisfaction with recovery was a stronger predictor of the likelihood of spreading positive word-of-mouth (WOM intent) than overall firm satisfaction, and overall firm satisfaction was a stronger predictor of purchase intent than satisfaction with recovery. The results also suggest that satisfaction partially mediates the effects of justice on WOM intent and purchase intent. Finally, we draw on the findings of this study to offer implications for service recovery researchers and managers.
Using net-promoter score, a metric that, in most industries, correlates well with a company's growth rate, managers can evaluate how investments aimed at improving the customer experience actually affect the bottom line
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