Research of customer complaints and service recovery effects

Pei Wu Dong*, Yan Qiu Huang

*Corresponding author for this work

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

    Abstract

    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.

    Original languageEnglish
    Title of host publicationProceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)
    PublisherInstitute of Electrical and Electronics Engineers Inc.
    Pages958-962
    Number of pages5
    ISBN (Print)7560323553, 9787560323558
    DOIs
    Publication statusPublished - 2006
    Event2006 International Conference on Management Science and Engineering, ICMSE'06 - Lille, France
    Duration: 5 Oct 20067 Oct 2006

    Publication series

    NameProceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)

    Conference

    Conference2006 International Conference on Management Science and Engineering, ICMSE'06
    Country/TerritoryFrance
    CityLille
    Period5/10/067/10/06

    Keywords

    • Complaints
    • Customers' satisfaction
    • Repurchase intension
    • Service failure
    • Service recovery

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    Cite this

    Dong, P. W., & Huang, Y. Q. (2006). Research of customer complaints and service recovery effects. In Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th) (pp. 958-962). Article 4105033 (Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICMSE.2006.314008