Search Results - subject:"Complaint behaviour"

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; de Juan Vigaray, María D.; … - In: Administrative Sciences 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014333267

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Persistent link: https://www.econbiz.de/10014318720

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

Jevtić, Jelena; Tomić, Slavica; Leković, Ksenija - In: ENTRENOVA - ENTerprise REsearch InNOVAtion 7 (2021) 1, pp. 190-200

recovery. The perception of interactionist fairness is one of the determinants of a user's complaint behaviour. Interactionist …

Persistent link: https://www.econbiz.de/10013336925

The influence of culture on customers' complaint behaviour pertaining to service failures / by Mariëtte Louise Walters

Walters, Mariëtte Louise - 2010

asthe initiator of customer complaint behaviour.Culture is regarded as one of the most influential factors affecting … manner in which customers engage in complaint behaviour, andcould also have a bearing on how service failures and … complaint behaviour.The primary objective of this study was to determine the influence of culture oncustomers? complaint …

Persistent link: https://www.econbiz.de/10009455994