Customer satisfaction with complaint responses under the moderation of involvement

Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and s...

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Autores principales:	Hart O. Awa, Nnachi K. Ikwor, Doris G. Ademe
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	complaint responses customer satisfaction compensation Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/b03eb7bd09934a5bb51f1fbcaf90a36f
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spelling	oai:doaj.org-article:b03eb7bd09934a5bb51f1fbcaf90a36f2021-12-02T14:47:29ZCustomer satisfaction with complaint responses under the moderation of involvement2331-197510.1080/23311975.2021.1905217https://doaj.org/article/b03eb7bd09934a5bb51f1fbcaf90a36f2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1905217https://doaj.org/toc/2331-1975Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and specifically, provides insight into how the relational and interactive effects of personal involvement in service-failure encounters create post-recovery satisfaction. Unstructured and semi-structured interviews were conducted with mobile-telephone subscribers/teachers from Federal Government Colleges (FGCs) in the South-Eastern, Nigeria. The findings show that regularity and significance of felt ordeals, and the service-officer’s willingness to interface with disgusted customers were antecedents of social interactions, socio-economic satisfaction, and positive word-of-mouth. However, the findings affirm the proposed framework, conform to the expectations of socio-emotional selectivity theory, and show that customer characteristics, user-involvement, failure-contexts, and providers’ interface to influence satisfaction with failure/recovery experiences. Based on the decay-time of the effects of recovery instruments, the paper recommended proactive and/or reactive approaches, especially on the recognition that failures driven by low-involvement features demand affective and non-pecuniary recoveries, as well as immediate and cumulative satisfaction; and those driven by high-involvement go for a hybrid of utilitarian and symbolic response interventions.Hart O. AwaNnachi K. IkworDoris G. AdemeTaylor & Francis Grouparticlecomplaint responsescustomer satisfactioncompensationBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	complaint responses customer satisfaction compensation Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	complaint responses customer satisfaction compensation Business HF5001-6182 Management. Industrial management HD28-70 Hart O. Awa Nnachi K. Ikwor Doris G. Ademe Customer satisfaction with complaint responses under the moderation of involvement
description	Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments, and specifically, provides insight into how the relational and interactive effects of personal involvement in service-failure encounters create post-recovery satisfaction. Unstructured and semi-structured interviews were conducted with mobile-telephone subscribers/teachers from Federal Government Colleges (FGCs) in the South-Eastern, Nigeria. The findings show that regularity and significance of felt ordeals, and the service-officer’s willingness to interface with disgusted customers were antecedents of social interactions, socio-economic satisfaction, and positive word-of-mouth. However, the findings affirm the proposed framework, conform to the expectations of socio-emotional selectivity theory, and show that customer characteristics, user-involvement, failure-contexts, and providers’ interface to influence satisfaction with failure/recovery experiences. Based on the decay-time of the effects of recovery instruments, the paper recommended proactive and/or reactive approaches, especially on the recognition that failures driven by low-involvement features demand affective and non-pecuniary recoveries, as well as immediate and cumulative satisfaction; and those driven by high-involvement go for a hybrid of utilitarian and symbolic response interventions.
format	article
author	Hart O. Awa Nnachi K. Ikwor Doris G. Ademe
author_facet	Hart O. Awa Nnachi K. Ikwor Doris G. Ademe
author_sort	Hart O. Awa
title	Customer satisfaction with complaint responses under the moderation of involvement
title_short	Customer satisfaction with complaint responses under the moderation of involvement
title_full	Customer satisfaction with complaint responses under the moderation of involvement
title_fullStr	Customer satisfaction with complaint responses under the moderation of involvement
title_full_unstemmed	Customer satisfaction with complaint responses under the moderation of involvement
title_sort	customer satisfaction with complaint responses under the moderation of involvement
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/b03eb7bd09934a5bb51f1fbcaf90a36f
work_keys_str_mv	AT hartoawa customersatisfactionwithcomplaintresponsesunderthemoderationofinvolvement AT nnachikikwor customersatisfactionwithcomplaintresponsesunderthemoderationofinvolvement AT dorisgademe customersatisfactionwithcomplaintresponsesunderthemoderationofinvolvement
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Customer satisfaction with complaint responses under the moderation of involvement

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