Abstract

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what interests them amidst disgusts. Therefore, this study extends research and theories on complaint management by proposing and testing a theory-driven conceptual framework that captures the proactive initiatives to deal with consumer dynamics. Data collection spans 403 participants in a field survey questionnaire and analysis involved SEM via AMOS 5.0. The results showed that empathy was most critical covariance with agility, followed by compensation and effort effects with anticipatory ability; attentive, facilitation and effort effects with adaptability; and facilitation, attentive and compensation effects with agility. Disgust passengers prefer more of symbolic than utilitarian recovery strategies; thus, we recommend one-on-one marketing activity and hybrid recovery package as critical for reinstating the disgusts.

摘要

组织通过管理服务故障案例并从中学习来建立竞争优势。正确的投诉处理取决于运营商的战略地位，以便根据他们在厌恶中的利益及时预测并响应客户动态。因此，本研究通过提出和测试一种理论驱动的概念框架来扩展关于投诉管理的研究和理论，该框架捕获了应对消费者动态的积极主动性。数据收集涵盖了403名参与现场调查问卷的参与者，并通过AMOS 5.0进行了SEM分析。结果表明，同情是与敏捷性最关键的协方差，其次是补偿和努力效应，以及预期能力。注意力，促进和努力效果具有适应性；和便利 敏捷的专心和补偿效果。厌恶的乘客更喜欢象征性的手段，而不是功利性的恢复手段。因此，我们建议进行一对一的营销活动和混合恢复计划，这对于恢复厌恶行为至关重要。