Research of customer complaints and service recovery effects

Pei Wu Dong; Yan Qiu Huang

doi:10.1109/ICMSE.2006.314008

Research of customer complaints and service recovery effects

Pei Wu Dong^*
, Yan Qiu Huang

^*Corresponding author for this work

Harbin Institute of Technology

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Citation (Scopus)

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 language	English
Title of host publication	Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	958-962
Number of pages	5
ISBN (Print)	7560323553, 9787560323558
DOIs	https://doi.org/10.1109/ICMSE.2006.314008
Publication status	Published - 2006
Event	2006 International Conference on Management Science and Engineering, ICMSE'06 - Lille, France Duration: 5 Oct 2006 → 7 Oct 2006

Publication series

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

Conference

Conference	2006 International Conference on Management Science and Engineering, ICMSE'06
Country/Territory	France
City	Lille
Period	5/10/06 → 7/10/06

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 7 Affordable and Clean Energy

Keywords

Complaints
Customers' satisfaction
Repurchase intension
Service failure
Service recovery

Access to Document

10.1109/ICMSE.2006.314008

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

Dong, Pei Wu ; Huang, Yan Qiu. / Research of customer complaints and service recovery effects. Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th). Institute of Electrical and Electronics Engineers Inc., 2006. pp. 958-962 (Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)).

@inproceedings{1d4395ac238f4eb18a03fbb07e14603a,

title = "Research of customer complaints and service recovery effects",

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.",

keywords = "Complaints, Customers' satisfaction, Repurchase intension, Service failure, Service recovery",

author = "Dong, \{Pei Wu\} and Huang, \{Yan Qiu\}",

year = "2006",

doi = "10.1109/ICMSE.2006.314008",

language = "English",

isbn = "7560323553",

series = "Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)",

publisher = "Institute of Electrical and Electronics Engineers Inc.",

pages = "958--962",

booktitle = "Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)",

address = "United States",

note = "2006 International Conference on Management Science and Engineering, ICMSE'06 ; Conference date: 05-10-2006 Through 07-10-2006",

}

Dong, PW & Huang, YQ 2006, Research of customer complaints and service recovery effects. in Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)., 4105033, Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th), Institute of Electrical and Electronics Engineers Inc., pp. 958-962, 2006 International Conference on Management Science and Engineering, ICMSE'06, Lille, France, 5/10/06. https://doi.org/10.1109/ICMSE.2006.314008

Research of customer complaints and service recovery effects. / Dong, Pei Wu; Huang, Yan Qiu.
Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th). Institute of Electrical and Electronics Engineers Inc., 2006. p. 958-962 4105033 (Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Research of customer complaints and service recovery effects

AU - Dong, Pei Wu

AU - Huang, Yan Qiu

PY - 2006

Y1 - 2006

N2 - 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.

AB - 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.

KW - Complaints

KW - Customers' satisfaction

KW - Repurchase intension

KW - Service failure

KW - Service recovery

UR - https://www.scopus.com/pages/publications/43549097839

U2 - 10.1109/ICMSE.2006.314008

DO - 10.1109/ICMSE.2006.314008

M3 - Conference contribution

AN - SCOPUS:43549097839

SN - 7560323553

SN - 9787560323558

T3 - Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)

SP - 958

EP - 962

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

PB - Institute of Electrical and Electronics Engineers Inc.

T2 - 2006 International Conference on Management Science and Engineering, ICMSE'06

Y2 - 5 October 2006 through 7 October 2006

ER -

Dong PW, Huang YQ. Research of customer complaints and service recovery effects. In Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th). Institute of Electrical and Electronics Engineers Inc. 2006. p. 958-962. 4105033. (Proceedings of 2006 International Conference on Management Science and Engineering, ICMSE'06 (13th)). doi: 10.1109/ICMSE.2006.314008

Research of customer complaints and service recovery effects

Abstract

Publication series

Conference

UN SDGs

Keywords

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