Research of Customer Complaints and Service Recovery Effects

By the further research into service recovery, it is found that customers will do complain when they get poor services. And the most complaining behaviors have two forms, one is negative word-of-mouth, the other is complaining. In existent service failure studies, the difference between complaining...

Full description

Saved in:
Bibliographic Details
Main Authors: Dong Pei-wu, Huang Yan-qiu
Format: Conference Proceeding
Language:English
Subjects:
Companies
Complaints
Costs
Customers' satisfaction
Design methodology
Law
Legal factors
Manufacturing
Repurchase intension
Service failure
Service recovery
Technology management
Online Access:Request full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:By the further research into service recovery, it is found that customers will do complain when they get poor services. And the most complaining behaviors have two forms, one is negative word-of-mouth, the other is complaining. In existent service failure studies, the difference between complaining and non-complaining customers has been found in terms of satisfaction level as well as service recovery expectation. However, no further effort has been made to ascertain whether service recovery will have different effects upon complaints and non-complaints. This paper, through scenario experiment method, is designed for a comparative analysis on the different effects of service recovery upon complaints and non-complaints. In consequence, it tries to analysis whether it will have significant effects between complaining and non-complaining customers after they get same service recovery
ISSN:2155-1847
DOI:10.1109/ICMSE.2006.314008