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https://link.springer.com/article/10.1007%2Fs11747-009-0155-z
Jul 16, 2009 · Abstract. Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just.Cited by: 280
https://www.researchgate.net/publication/225483785_A_meta-analysis_of_satisfaction_with_complaint_handling_in_services
Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process …
https://www.researchgate.net/profile/Sara_Valentini/publication/225483785_A_meta-analysis_of_satisfaction_with_complaint_handling_in_services/links/5564a2fa08aec4b0f4858eba.pdf
Satisfaction with complaint handling SATCOM is the customer’s evaluation of how well a service company has handled a problem. The literature is rich in
https://journals.sagepub.com/doi/abs/10.1177/1094670510387914
Dec 03, 2010 · Abstract. Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures) → justice perceptions...Cited by: 331
https://core.ac.uk/display/54547660
Academics as well as managers have long been\ud interested in the role of satisfaction with complaint handling\ud (SATCOM) in shaping customers’ attitudes and repurchasing\ud decisions. This interest has generated a widespread belief that\ud SATCOM is driven by the perception that the complaint\ud handling process is just.Author: Orsingher C, Valentini S and De Angelis M
https://link.springer.com/article/10.1007/s11002-010-9101-6
Feb 26, 2010 · A meta-analysis of 17 experimental studies shows that overcompensation has a substantially lower incremental effect on post-complaint satisfaction than simple compensation. However, when distinguishing between transaction-specific satisfaction and cumulative satisfaction, the smaller effect size of overcompensation mainly holds true for transaction-specific satisfaction.Cited by: 61
http://www.silverline.com/export/admin/PICS/files/GUIDELINES_OF_CUSTOMER_SATISFACTION_AND___.PDF
notices and satisfaction measuring as well as the priorities we provide to our customers. SILVERLINE considers the feedback on its products and services not as complaints, but as means of improvement and development tool forwarded to work on, correct and take measure about them. All
https://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf
COMPLAINT HANDLING BETTER PRACTICE GUIDE COMMONWEALTH OMBUDSMAN 3 ElEmEnt 2—PrInCIPlES A complaint handling system must be modelled on principles of fairness, accessibility, responsiveness and efficiency Complaint handling must also be integrated with the core business of the agency and, where appropriate, with that of other agencies
https://www.inc.com/matthew-swyers/5-steps-to-handling-a-customer-complaint.html
Nov 07, 2012 · How you handle a customer complaint is a critical component in the longevity of your business. If you think about it, in one accusatory sentence the employee 1) failed to listen to a customer's concern, 2) insulted the customer by effectively calling her a thief, 3) lost the entire sale to...Author: Matthew Swyers
https://www.sciencedirect.com/science/article/pii/S0969698918310002
A meta-analysis by Orsingher et al. (2010) consolidated the impact of DiJ, InJ and PrJ on complaint satisfaction with stronger effect of DiJ followed by InJ and PrJ respectively. Another meta-analysis by Gelbrich and Roschk (2011) on post complaint behaviour, further deepen the contradiction in literature.Cited by: 1
https://www.sciencedirect.com/science/article/pii/S1877042813032916
Oct 21, 2013 · Customer feedback is requested in order to identify the level of satisfaction with the compensation received, the speed of problem solving and other issues of complaint handling (Filip, 2011). The practice evidences show that prompt reaction of the organization and timely resolution of negative situations may lead to relationship continuity for ...Cited by: 10
https://www.bsigroup.com/en-GB/iso-10002-complaints-management/
ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.
http://www.ajhtl.com/uploads/7/1/6/3/7163688/2016_article_29_vol_5_2_.pdf
A Complaints Handling System for the Hospitality Industry Professor R. R. Ramphal Graduate School of Business Leadership University of South Africa [email protected] Abstract The hospitality and tourism industry is growing rapidly globally and will be faced with a huge influx of customers.
https://www.forbes.com/sites/theyec/2017/11/06/eight-tips-for-handling-customer-complaints-effectively/
Nov 06, 2017 · Customer complaints come in all forms and happen to every business under the sun. Dealing with a customer complaint takes a great deal of tact, and ignoring it …
http://hrmars.com/hrmars_papers/Interrelationship_among_Corporate_Image,_Service_Quality,_Customer_Satisfaction,_and_Customer_Loyalty_Testing_the_moderating_impact_of_Complaint_Handling1.pdf
customer loyalty by customer satisfaction. Key Words: Complaint Handling, Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty. 1. Introduction The contemporary business organizations highly acknowledge customer loyalty, consider it as a vital aspect, and a way towards long-term business success (Bowen & Chen,
https://www.jstor.org/stable/41488519
post-complaint satisfaction? Second, if so, how strong is the incremental effect of overcompensation compared to the effect of simple compensation? In other words, does overcompensation significantly enhance post-complaint satisfaction beyond the effect of simple compensation? To answer these research questions, we conduct a meta-analysis of ...
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