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https://onlinelibrary.wiley.com/doi/abs/10.1002/mar.4220120203
The purpose of the study was to determine the effects of equity and outcomes in customer complaint situations. The study utilized a 2 × 2 within‐subjects design with equity (inequity, equity) and outcomes (low, high) as the independent variables. The dependent variables were perceived equity, behavioral intentions, resentment, and guilt.Cited by: 127
https://www.deepdyve.com/lp/wiley/customer-complaint-situations-an-equity-theory-perspective-nnb52pC0F8
Read "Customer complaint situations: An equity theory perspective, Psychology & Marketing" on DeepDyve, the largest online rental service for scholarly research with thousands of academic publications available at your fingertips.
https://www.coursehero.com/file/p3sn84j/Gr%C3%B6nroos-C-1988-Service-quality-The-six-criteria-of-good-perceived-service/
Customer complaint situations: An equity theory perspective. Journal of Psychology and Marketing, 12 (2), 105-118. ... Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78 (4), 239-252.
https://link.springer.com/article/10.1007%2Fs11747-009-0155-z
Jul 16, 2009 · 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. To test how SATCOM is modulated by distributive, interactional, or procedural ...Cited by: 280
https://journals.sagepub.com/doi/10.1177/1096348005276935
This study proposed and tested a theoretical model consisting of antecedents and consequences of recovery satisfaction using a scenario experimentation (2 × 2 × 2 factorial design). Each participan...Cited by: 200
https://journals.sagepub.com/doi/10.1509/jm.16.0269
Jul 01, 2018 · Specifically, they build on equity theory to show that specialist competitor referrals increase focal product sales by reducing consumers’ perceived overpayment risk for the focal product via increasing perceived equity in the exchange.Cited by: 2
http://archive.rpgroup.org/system/files/An%20Overview%20of%20Customer%20Satisfaction%20Models.pdf
This paper gives an overview of various models of customer satisfaction from the perspective of the marketing research discipline. Coverage is thus limited to material published in the ... customer atisfaction, such as disconfirmation of expectations, equity, attribution, affect, ands ... situations where a product/service performs so ...
http://shodhganga.inflibnet.ac.in/bitstream/10603/4835/13/13_chapter%204.pdf
three groups: Expectancy disconfirmation, Equity, and Attribution. ... The contrast theory of customer satisfaction predicts customer reaction ... customer’s latitude (range) of acceptance, even though it may fall short of expectation the discrepancy will be disregarded – …
https://www.researchgate.net/publication/258224400_Consumer_Satisfaction_Theories_A_Critical_Review
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https://eprints.qut.edu.au/67899/3/67899.pdf
CHAPTER 7 AFFECTIVE EVENTS THEORY . AS A FRAMEWORK FOR UNDERSTANDING THIRD-PARTY CONSUMER COMPLAINTS . Rebekah Russell-Bennett, Charmine E. J. Hartel and . Amanda Beatson . ABSTRACT . Poor complaint management may result in organizations losing customers and revenue. Consumers exhibit negative emotional responses when dissatisfied and this may ...
https://quizlet.com/286541114/final-exam-mgmt-flash-cards/
the equity theory proposes that _____. A. offering employees part of the company's shares, or equity, motivates them to do their best because their performance directly ties in with the company's B. employees are more likely to show initiative at work if they are …
https://quizlet.com/118263261/management320-chapter-2-flash-cards/
Start studying Management320 - Chapter 2. Learn vocabulary, terms, and more with flashcards, games, and other study tools.
https://www.ameripriseadvisors.com/team/summit-private-wealth-group/our-financial-advice-team/dean.c.dawson
*To qualify as having a favorable regulatory and complaint history for this award, the person cannot have (1) been subject to a regulatory action that resulted in a license being suspended or revoked, or payment of a fine, (2) had more than a total of three customer complaints filed against them (settled or pending) with any regulatory ...Occupation: Private Wealth Advisor
https://www.sciencedirect.com/science/article/pii/S0969698919301614
Viewing a complaint action through the prism of a transaction cost perspective, Grønhaug and Gilly (1991) suggest that the expected value of a complaint action can be expressed as E (p*V), where p is the subjectively assessed probability of getting the complaint accepted, and V is the estimated value or the magnitude of the external reward for ...Author: Denis Khantimirov, Kiran Karande, John Ford
https://link.springer.com/article/10.1007%2Fs11747-009-0172-y
Oct 09, 2009 · Given the large investments required for high-quality complaint handling design, managers need practical guidance in understanding its actual importance for their particular company. However, while prior research emphasizes the general relevance of complaint handling design, it fails to provide a more differentiated perspective on this interesting issue. This study, which is based on an ...Cited by: 74
http://www.acrwebsite.org/volumes/8086/volumes/v24/NA-24
Mary Ann Hocutt, Goutam Chakraborty, and John C. Mowen (1997) ,"The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery", in NA - Advances in Consumer Research Volume 24, eds. Merrie Brucks and Deborah J. MacInnis, Provo, UT : Association for Consumer Research, Pages: 457-463.
https://www.ukessays.com/essays/marketing/models-and-theories-of-customer-satisfaction-marketing-essay.php
This chapter presents an overview and critical analysis of relevant literature on the topic. It covers customer satisfaction concepts, theories and models, service quality concepts and models and customer behavioural intentions referral concepts and models.
https://www.sciencedirect.com/science/article/pii/0022435993900032
Volume 69 Number 2 Summer 1993 Customer Satisfaction, Customer Retention, and Market Share ROLAND T. RUST ANTHONY J. ZAHORIK Director, Center for Services Marketing Assistant Professor of Marketing Owen Graduate School of Management Owen Graduate School of Management Vanderbilt University Vanderbilt University Nashville, Tennessee Nashville, Tennessee We provide a …Cited by: 3201
https://www.thebalancecareers.com/conflict-resolutions-skills-2063739
Jun 17, 2019 · Conflict resolution skills are required for a wide range of positions across many job sectors.This requirement is based around the fact that conflict tends to reduce productivity and create a difficult work environment, leading to unwanted turnover in staff and reduced morale.Individuals who are able to resolve conflicts are often excellent mediators, rational, and able to manage difficult ...
http://www.ruthnbolton.com/Publications/01Malhotra-V3-Chap1.pdf
This perspective naturally evolved and expanded to consider the management of customer equity or the value of the customer base. Initially, researchers were primarily concerned with the alloca-tion of resources between customer acquisition and retention (Blattberg and Deighton, 1996). Generally, the management of customer equity requires that ...
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