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Liczba wyników
2012 | nr 9 | 97--114
Tytuł artykułu

Efficiency of Answers for Customers' Complaints - Application in a Sample of French Companies

Treść / Zawartość
Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
The article presents information on customer service and its interaction with claiming customers regarding their dissatisfaction to products and services. It mentions a cross-sectional survey method that focuses on the interaction with customer service and actions on behalf of company. With the support of the French Association for Management of Customer Relations (AMARC), the study was conducted for large French companies and reveals that the response rate to dissatisfaction is quite low.(original abstract)
Rocznik
Numer
Strony
97--114
Opis fizyczny
Twórcy
Bibliografia
  • AMARC (2011): 1ère cartographie des services réclamations clients des grandes entreprises; du traitement des réclamations-clients au management » de la satisfaction. Association de management pour la réclamation Client, Paris.
  • Andreassen T.W. (1999): What Drives Customer Loyalty with Complaint Resolution? "Journal of Service Research", 1 (4), p. 324-332.
  • Ang L., Buttle F. (2006): Customer Retention Management Processes: A Quantitative Study. "European Journal of Marketing", 40 (1/2), p. 83-99.
  • Bambauer-Sachse S., Mangold S. (2011): Brand Equity Dilution through Negative Online Word-of-Mouth Communication. "Journal of Retailing and Consumer Services", 18 (1), p. 38-45.
  • Bell S.J., Mengüç B., Stefani S.L. (2004): When Customers Disappoint: A Model of Relational Internal Marketing and Customer Complaints. "Journal of the Academy of Marketing Science", 32 (2), p. 112-126.
  • Coussement K., Van den Poel D. (2008): Improving Customer Complaint Management by Automatic Email Classification Using Linguistic Style Features as Predictors. "Decision Support Systems", 44 (4), p. 870-882.
  • Dewitt T., Brady M.K., (2003): Rethinking Service Recovery Strategies - The Effect of Rapport on Consumer Responses to Service Failure. "Journal of Service Research", 6 (2), p. 193-207.
  • Escalas J.E., Stern B.B. (2003): Sympathy and Empathy: Emotional Responses to Advertising Dramas. "Journal of Consumer Research", 29 (4), p. 566-573.
  • Galitsky B.A., González M.P., Chesñevar C.I. (2009): A Novel Approach for Classifying Customer Complaints through Graphs Similarities in Argumentative Dialogues. "Decision Support Systems", 46 (3), p. 717-729.
  • Gelbrich K., Roschk H. (2011): A Meta-analysis of Organizational Complaint Handling and Customer Responses. "Journal of Service Research February", 14 (2), p. 24-43.
  • Harris L.C. (2008): Fraudulent Return Proclivity: An Empirical Analysis. "Journal of Retailing", 84 (4), p. 461-476.
  • Homburg C., Fürst A. (2005): How Organisational Complaint Handling Drives Customer Loyalty. "Journal of Marketing", 69 (3), p. 95-114.
  • Huber F., Vollhardt K., Matthes I., Vogel J. (2010): Brand Misconduct: Consequences on Consumer- brand Relationships. "Journal of Business Research", 63 (11), p. 1113-1120.
  • Johnston R. (2001): Linking Complaint Management to Profit. "International Journal of Service Industry Management", 12 (1), p. 60-69.
  • Kowalski R.M. (1996): Complaints and Complaining: Function, Antecedents, and Consequences. "Psychological Bulletin", 119 (2), p. 179-196.
  • Larivet S., Brouard F. (2007): Faire de l'intelligence économique au quotidien: application à la gestion des réclamations. "Market Management", 7 (4), p. 5-25.
  • Nyer P.U. (2000): An Investigation into Whether Complaining Can Cause Increased Consumer Satisfaction. "Journal of Consumer Marketing", 17 (1), p. 9-19.
  • Reynolds K.L., Harris L.C. (2005): When Service Failure Is Not Service Failure. "Journal of Services Marketing", 19 (5), p. 321-335.
  • Rosenbaum M.S., Kuntze R., Wooldridge B.R. (2011): Understanding Unethical Retail Disposition Practice and Restraint from the Consumer Perspective. "Psychology & Marketing", 28 (1), p. 29-52.
  • Singh J., 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 Science", 24 (4), p. 350-365.
  • Smith A.K., Bolton R.N., & Wagner J. (1999): A Model of Consumer Satisfaction with Service Encounters Involving Failure and Recovery. "Journal of Marketing Research", 36 (3), p. 356-722.
  • Snellman K., Vihtkari T. (2003): Customer Complaining Behaviour in Technology Based Service Encounters. "International Journal of Service Industry Management", 14 (2), p. 217-231.
  • Van Oest R., Knox G. (2011): Extending the BG/NBD: A Simple Model of Purchases and Complaints. "International Journal of Research in Marketing", 28(1), p. 30-37.
  • Williams M., Buttle F. (2011): The Eight Pillars of WOM Management: Lessons from a Multiple Case Study. "Australasian Marketing Journal", 19 (2), p. 85-92.
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171229437

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