22 pp 526 lam n ww and bg dale 1999 customer

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Unformatted text preview: Davis, M.A (1994), “Antecedents to customer expectations for service recovery”, Journal of the Academy of Marketing Science, Vol. 22, pp. 526. Lam N. W.W. and B.G. Dale (1999), “Customer complaints handling system: Key Issues and concerns”, Total Quality Management, Aug, 10, 6, pp 843-851. Mc Collough M. A.; Berry L.L.et Yadav M.S. (2000), “An empirical investigation of Consumer Satisfaction after service failure and recovery”, Journal of service research, 3, 2, 121-137. Netemeyer Richard G.; Maxham III James G. (2007), « Employee versus supervisor ratings of performance in the retail customer service sector : Differances in predictive validity for customer outcomes », Journal of Retailing 83, pp.131-145. Mitchell, VW. (1993), “Handling Consumer Complaint Information: How and Why?” Management Decision, 31, 3, pp 21-28. La Khanh V. and Jay Kandampully (2004), « Market Oriented learning and customer value enhancement through service recovery », Managing Service Quality; 14, 5; pp 390-401. Schlesinger L.A and J.L Heskett and WE Sasser, Jr (1991) “Breaking The Cycle of Failure in Services”, Sloan Management Review, Volume 68, July-August 1990, pp 148-156 Singh, Jagdip and Robert E. Widing II (1991): “What Occurs Once Consumers Complain? A Theoretical Model for Understanding Satisfaction/Dissatisfaction Outcomes of Complaint Responses”, European Journal of Marketing; Vol.25, No.5; pp30-46. Singh, J. et Wilkes, R.E (1996): “When Consumers Complain: a path analysis of the key antecedents of consumer complaint response estimates”; Journal of the Academy of Marketing Scienc, Vol.24, No.4, pp.350-65. 21 507-153-1 Stephens N, Gwinner (1998), “Why don’t some people complaint? A cognitiveemotive process model of consumer complaint behaviour”, Journal of the Academy of Marketing Science, 26, pp. 172- 189. Rust Roland T. and Chung Siong Tuck (2006), “Marketing Models of Service and relationships”, Marketing Science, Vol. 25, N°. 6, November –December, pp. 560-580 Tax, Stephen S. and Stephane W. Bowen (1998), “Recovering and learning from service Failure”, Sloan Management Review, Fall, pp 75-88. Tax, Stephen S ; Brown, Stephen W. et Chandrashekaran, Murali (1998): “ Customer Evaluations of Service Complaint Experiences: Implication for Relationship Marketing”; Journal of Marketing; Vol. 62 N°2; pp 60-76. Tax, Stephen S.; Colgate Mark and Bowen David E. (2006), “How to prevent your customers from Failing”, Sloan Management Review, Spring Vol 47, N°3; pp29-38 Sabadie.W et Prim Allaz .I (2005): «Gestion des réclamations et relation de service: Proposition d’un modèle intégrant le rôle de la responsabilité perçue de l’entreprise prestataire », Actes du XXI congrès AFM. Sarel D, Marmorstein H, (1999) “The role of service recovery in HUM satisfaction” Marketing Health Services 19(1); 6-12 Vanderleest, H and Borna, S., (1988) “A structured approach to handling customer complaints”, Retail Control, pp. 14-19 22 507-153-1 Interactional justice Complaint to firm Trust Satisfaction with complaint handling Procedural justice Distributive justice Commitment Prior experience with the firm Fig 1. Tax, Brown, Chandrashekaran (1998) Complaint Handling Framework Perceived Justice Needs Contingencies relationship Depth Recovery evaluation Duration of A Switching PPENDICES encounter costs Justice needs Appendix 1 Distributive Satisfaction Example of “listening to customer” card Procedural with service NAME OF dATE : InteractionalTHE EMPLOYEE: recovery POSITION: AGENCY : N° of clients' account: Service concerned with the complaint: Degre of of the complaint: Relationship Type of contact with the customer: Object customization on the complaint: proximity Face to face Information phone mail Criticality of His suggestions: The opinion of the customer: consommation His suggestions: The opinion of the front line personnel: Description of the customer attitude: ☺ Fig.2. A contingency framework for service recovery (Hoffman 2000) Appendix 2 APPENDICES (Adapted with changes from: Hermel. L 2006) 23 Recovery effectiveness Repurchase Intentions Loyalty commitment trust W.O.M. Intentions 507-153-1 Appendix 1 Example of “listening to customer” card NAME OF THE EMPLOYEE: POSITION: N° of clients' account: Type of contact with the customer: Face to face phone mail The opinion of the customer: The opinion of the front line personnel: Description of the customer attitude: dATE : AGENCY : Service concerned with the complaint: Object of the complaint: Information on the complaint: His suggestions: His suggestions: ☺ 24 507-153-1 Example of chart a suggestion YOUR SUGGESTIONS: PLEASE INDICATE THE SERVICES WHICH YOU DEEM UNSATISFACTORY: PRODUCT USED (SAVING, CREDIT, ELECTRONIC MONEY CARD, PLACEMENT, CHECKBOOK, INFORMATION AT COUNTER WAITING TIME AT COUNTER RELATIONSHIP WITH FRONT LINE PERSONNEL SITE OUTLOOK DOCUMENT POSTING OTHER (SPECIFY) EXPLANATION OF DISSATISFACTION CAUSE...
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