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Dissertations / Theses on the topic 'Consumer complaints'
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1
Montellano, Bernardo Oom Ortiz de. "The optimization of the complaints management system." Master's thesis, NSBE - UNL, 2013. http://hdl.handle.net/10362/11633.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsAs result of the impact of the Global Financial Crisis a new paradigm shift in Consumer Behaviour has taken place. In place of compulsive consumption and long-term brand loyalty, consumers adopted more demanding attitudes and are less tolerant towards inefficiencies. In this context, understanding customers’ expectations and the root causes of their complaints became a key driver of the businesses success. The purpose of this study is to present solutions to optimize a Complaints Management System, in order to satisfy and delight customers. The analysis was based on the procedures and respective results of Worten, a Portuguese market leader retailer of White Goods and Consumer Electronics, as well as on the customers’ expectations about Repair Services. Finally, nine solutions were provided in order to meet the new trends of Consumer Behaviour and minimize their complaints by guaranteeing customers’ satisfaction
2
Patterson, Jan. "Consumers and complaints systems in health care /." Title page, contents and summary only, 1996. http://web4.library.adelaide.edu.au/theses/09PH/09php3174.pdf.
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Leuer, Debora Kim. "A comparison study of food facility inspection scores and consumer complaints." CSUSB ScholarWorks, 1999. https://scholarworks.lib.csusb.edu/etd-project/1711.
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Alcock, Sandra. "Evaluating service quality at George Municipality : a complaints management systems approach." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/917.
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The search for service and product quality has come to the forefront of business studies as the most important consumer trend of the past two decades. Studies conducted indicate that the 1990s saw a dramatic change in customer expectations concerning service quality and standards with a corresponding increase in the number of complaints from disgruntled customers. In response to this, many organisations have established customer care and complaints management services to respond to the need of customers. A substantial amount of literature exists on the subject of complaints management and its role in service quality, however, the focus has been on organisations in the private sector. The research undertaken in this paper aimed to investigate the role of complaints management systems (CMS) to evaluate service quality. The focus of this research was on local government with special attention on George Municipality. A literature review was done to establish the importance of service quality for local government as well as to investigate the link between an effective complaints management system and improvement in service quality. Furthermore, it was necessary to investigate the characteristics, design and implementation of an effective complaints management system. A questionnaire was developed in order to obtain primary data from a selected sample group. The data obtained from the questionnaire was statistically analysed and interpreted. The core findings from the analysed questionnaire indicated the following: service quality is relevant in local government; there is no clear method to measure service quality; no formal and structured complaints management system exist, and the implementation of an effective complaints management system will both improve service delivery and provide benefits to all involved. iv This study recommends that: service quality standards and measurement be of strategic importance to local government; customers should be consulted and involved when determining the service quality standards and measurement, and an organised and structured complaints management system that seeks to address all complaints in order to improve the level of service quality to customers be developed. Finally, the success of the CMS will depend on management’s commitment to change on a continuous basis as well as the degree to which management proactively resolves customer complaint through the involvement of the customer.
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Gran, Betty Jean. "A study of language attitudes in Hong Kong Cantonese speakers' response to English and Cantonese on the telephone /." Click to view the E-thesis via HKUTO, 1987. http://sunzi.lib.hku.hk/hkuto/record/B31949034.
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JÃnior, JoÃo Batista Pereira. "Determinants of the probability of dealing with complaints in the organs of consumer protection: an econometric analysis of the national registry of substantiated complaints." Universidade Federal do CearÃ, 2014. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=11736.
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nÃo hÃO presente trabalho promoveu uma anÃlise do Cadastro Nacional de ReclamaÃÃes Fundamentadas do ano de 2011 (publicaÃÃo ocorrida em 2012) cuja base de dados possui 153.094 observaÃÃes, as quais representam todas as reclamaÃÃes formuladas neste perÃodo nos ÃrgÃos de defesa do consumidor espalhados em todas as regiÃes do territÃrio nacional. Foram realizadas regressÃes logÃsticas de modo a determinar uma medida probabilÃstica que retrata as possibilidades de Ãxito nas demandas dos consumidores junto Ãs entidades e ÃrgÃos criados para a discussÃo e processamento das mesmas. O modelo economÃtrico proposto considerou sexo e faixa etÃria dos consumidores, o assunto discutido nos processos, a localizaÃÃo geogrÃfica onde se deu a reclamaÃÃo, alÃm do ramo de atividade dos fornecedores reclamados. Com as simulaÃÃes realizadas, entre outros resultados, constatou-se que as maiores chances de Ãxito no cenÃrio nacional, para pessoas do sexo feminino na faixa etÃria de 31 a 40 anos, sÃo para as demandas que envolvem produtos (67,3%) e que o setor de habitaÃÃo apresentou a menor probabilidade de celebraÃÃo de conciliaÃÃo entre as partes (39,1%).
The present work promoted an analysis of the National Register of founded Complaints of the year 2011 (publication happened in 2012) whose base of data possesses 153.094 observations, which represent all of the complaints formulated in this period in consumer defense organs spreaded in all areas of the national territory. Logistic Regressions were performed in order to determine a probabilistic measure that reflects the possibilities of success to consumers' demands together the entities and organizations created for discussion and processing of demands. The proposed econometric model took into account sex and consumers' age group, the subject discussed in the processes, the geographical location where happened the complaint, besides the field of activity of the claimed suppliers. With the accomplished simulations, among other results, it was verified that the largest success chances on the national scene for females aged 31-40 years are for the demands that involve products (67.3%) and that the housing sector presented the lowest probability of celebrating conciliation between the parties (39.1%).
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Hassan, Noor. "Issues and challenges of consumer financing in Pakistan." Thesis, Högskolan Väst, Avd för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-3485.
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Consumerfinance serves as the source of financial stability and uplifts the economicand social status of the household. This research is based on qualitative studyand up to some extent on quantitative base too. The major objective of thisstudy is to gain insights of consumer financing in Pakistan from a consumerperspective. At the same time, the study investigates and analyzes the defined rulesand regulations for banks and for consumers during the time of obtaining theloans from banks and well as from other financial institutions. Interestingly,during the process of investigation, the study encounters a lot of constraintsand dissatisfaction perceived by tits customers. Hence the report seeks outthose issues and challenges that are hindering to meet customer demand forsound consumer finance. The report is duly influenced by the Central Bank(State Bank of Pakistan), which is responsible and obliged to secure theinterests of the consumers.
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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.
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Yockel, Sharon Lynn. "Service recovery : a case study /." Online version of thesis, 1997. http://hdl.handle.net/1850/12325.
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Santos, Cristiana. "Ontologies for legal relevance and consumer complaints. A case study in the air transport passenger domain." Doctoral thesis, Universitat Autònoma de Barcelona, 2017. http://hdl.handle.net/10803/461880.
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L'aplicació de la informació legal rellevant per resoldre les queixes i disputes és un desafiament comú per a tots els professionals de la justícia i llecs. No obstant això, l'anàlisi del concepte de rellevància en si ha atret fins al moment només una atenció esporàdica. Aquesta tesi ofereix ajuda per a comprendre els components de queixes, definint la informació legal pertinent, i fent ús d'ontologies computacionals i patrons de disseny per a representar aquest coneixement rellevant d'una manera explícita i estructurada. En aquest treball s'utilitza com un estudi de cas una situació real dels conflictes de consum en el domini de passatgers de transport aeri.
Dos artefactes van ser construïts: dues ontologies i un patró de disseny. Una des ontologies recull la pertinent informació legal en disputes de consum, i l'altra és la seva especialització, aplicada al transport aeri de passatgers. El patró de disseny d'ontologies cobreix la demanda de patrons de disseny proposat per conceptualitzar les queixes.
Per tal de demostrar la capacitat de les ontologies per servir com una base de coneixements per a un programa d'ordinador que proporciona informació legal corresponent, es va desenvolupar una aplicació demostrativa.In order to understand and position the thesis's contribution to knowledge representation, a reference to design-science research (DSR) is made, in particular, to the knowledge contribution framework [Gregor, Hevner, 2013]. It is composed of four quadrants which are defined and analysed below, depending on the problem maturity and solution maturity of a research contribution (Fig. 7.1). According tothis DSR framework, the research contributions can be defined as the following: (i) Invention quadrant result in novel solutions (artifacts or inventions) addressing new problems; (ii) Improvement quadrant’s goal is to create new solutions (in the form of more efficient products, processes, services, technologies) to known problems. Researchers therefore must contend with a known contextual application for which previous artifacts either do not exist or are suboptimal; (iii) Exaptation quadrant refers to the expropriation of design knowledge in one field to solve new problems in another field. When artifacts required in a field are not available or are suboptimal, effective artifacts may exist in related problem areas that may be adapted, extended, refined or, more accurately, exapted to the new contextual problem; (iv) Routine design occurs when existing knowledge for the problem area is well understood and when existing artifacts are used to address the opportunity or question. Existing knowledge is applied in familiar problem areas in a routine way.
11
Teixeira, Santos Cristiana <1981>. "Ontologies for Legal Relevance and Consumer Complaints. A Case Study in the Air Transport Passenger Domain." Doctoral thesis, Alma Mater Studiorum - Università di Bologna, 2017. http://amsdottorato.unibo.it/7804/1/SANTOS_CRISTIANA_tesi.pdf.
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Applying relevant legal information to settle complaints and disputes is a common challenge for all legal practitioners and laymen. However, the analysis of the concept of relevance itself has thus far attracted only sporadic attention. This thesis bridges this gap by understanding the components of complaints, and by defining relevant legal information, and makes use of computational ontologies and design patterns to represent this relevant knowledge in an explicit and structured way. This work uses as a case-study a real situation of consumer disputes in the Air Transport Passenger domain.
Two artifacts were built: the Relevant Legal Information in Consumer Disputes Ontology, and its specialization, the Air Transport Passenger Incidents Ontology, aimed at modelling relevant legal information; and the Complaint Design Pattern proposed to conceptualize complaints.
In order to demonstrate the ability of the ontologies to serve as a knowledge base for a computer program providing relevant legal information, a demonstrative application was developed.
12
Boote, Jonathan. "Voiced and non-voiced consumer responses to primary dissatisfaction : a uni-dimensional and multi-dimensional study." Thesis, University of Bedfordshire, 2003. http://hdl.handle.net/10547/292478.
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It is proposed by scholars of consumer complaining behaviour that dissatisfaction occurs at two levels: (1) the primary level resulting from product or service failure; and (2) the secondary level resulting from an unsuccessful attempt at complaint resolution with the company held responsible. This thesis provides an integrated analysis of the triggers of voiced and non-voiced consumer responses to the level of primary dissatisfaction. A deductively derived two-factor taxonomy of consumer responses to dissatisfaction was developed out of the extant literature, to identify those responses to dissatisfaction analogous with both primary and secondary dissatisfaction. Based on this taxonomy, a deductively derived typology of consumer responses to primary dissatisfaction, together with two truncated alternatives, was also proposed. The proposed typologies facilitated two levels of analysis: (1) the unidimensional level relating to whether or not the dissatisfaction was voiced to the company held responsible; and (2) the multi-dimensional level of response style engaged in. At each level of analysis, the contribution to total explained variance of six trigger sets was assessed: pre-dissatisfaction situation, post-dissatisfaction situation, company/consumer relationship, marketplace/consumer relationship, psychographics and demographics. The validity of both the proposed two-factor taxonomy and the three typologies was examined through a cross-sectional survey of 1000 dissatisfied consumers across eight product and service categories. Findings supported the deductive basis of the taxonomy, where it was found that whilst exit behaviours and private negative word-of-mouth are analogous with the level of primary dissatisfaction, the incidence of public negative word-of-mouth, third party action and grudge holding was significantly greater among consumers experiencing secondary dissatisfaction. These findings also supported the deductive basis of the proposed typologies of responses to primary dissatisfaction, by empirically identifying those responses analogous with this level of dissatisfaction. At the unidimensional level of analysis, the trigger sets explained 54% ofthe variance between a voiced and a non-voiced instance of primary dissatisfaction. At the multidimensional level of the response style, 63% of variance was explained between response styles in the truncated typology with the most practical use for suppliers. On the basis of these findings, recommendations are made to practitioners on how to encourage supplier-friendly consumer response styles following primary dissatisfaction, and to discourage less friendly styles. The empirically supported truncated typology -distinguishing between passive, private responses, telling, and telling + private responses -represents an important strategic tool for suppliers to monitor and benchmark responses to primary dissatisfaction among their customer base.
13
Hackworth, Naomi. "Development and application of a methodology for the evaluation of a health complaints process." Australasian Digital Thesis Program, 2007. http://adt.lib.swin.edu.au/public/adt-VSWT20070928.092053/index.html.
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Thesis (DPsych (Health Psychology)) - Faculty of Life and Social Sciences, Swinburne University of Technology, 2007.Submitted as a requirement for the degree of Professional Doctorate in Health Psychology, Faculty of Life and Social Sciences, Swinburne University of Technology - 2007. Typescript. Includes bibliographical references (p. 189-210).
14
Reed, William. "Effects of Receiver Locus of Control and Interaction Involvement on the Interpretation of Service Complaints." Thesis, University of North Texas, 2000. https://digital.library.unt.edu/ark:/67531/metadc2506/.
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This thesis examined how receivers who vary in Interaction Involvement and Locus of Control (LOC) might differ in their interpretations of service complaints. Locus of control was measured using Rotter's (1966) LOC scale, while Interaction Involvement was measured with Cegala's (1984) Interaction Involvement measure, including a separate assessment of the effects for each sub-scale. Individuals were assigned to four groups based on their Interaction Involvement and LOC scores. The groups were compared with one-another for differences in how complaints were interpreted. Four complaint categories and a corresponding scale were developed to measure these differences. The categories were Subject, Goal, Opportunity, and Accountability. Interaction Involvement was expected to affect how receivers interpret the subject and goal of a complaint, while LOC was predicted to affect understanding of the opportunity and accountability aspects. Two research questions explored possible relationships between the complaint categories and the independent variables for individuals within each group. The study's four hypotheses were not supported, although some evidence was found for a significant relationship between receiver Interaction Involvement and perceived complainant Opportunity, for External LOC individuals only.
15
Leong, Cynthia S. Y. "Evaluation of service quality : Brisbane City Council, Customer Service Centre." Thesis, Queensland University of Technology, 1999.
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Schwabrow, Lynsey A. "The role of communication in facilitating resolution of dissatisfying consumer experiences." Virtual Press, 2002. http://liblink.bsu.edu/uhtbin/catkey/1230599.
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This study of 79 male and 139 female university students investigated organizational recovery efforts following customer dissatisfaction. Rather than exploring recovery efforts that occur following a service failure, this study examined proactive versus reactive recovery efforts to determine implications for customer service. The purpose of this study was to determine ways in which to prevent a dissatisfying consumer experience from concluding as a complete service failure. This research extended the previous investigations of service recovery by Webster and Sundaram (1998) and Smith, Bolton, and Wagner (1999).A 4 x 3 factorial design employed four service recovery efforts and three service industries. Customer satisfaction and customer loyalty served as the primary dependent variables. Results supported the hypothesis that the use of communication before a dissatisfying service event concludes increases both customer satisfaction and customer loyalty. The results also provided evidence that customer satisfaction and customer loyalty are positively correlated. Combination recovery efforts and implications are discussed.Department of Counseling Psychology and Guidance Services
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Chan, Sze Man Gabrielle. "Communication strategies used in online complaint communication : effects on customer satisfaction, corporate image and word of mouth communication." HKBU Institutional Repository, 2002. http://repository.hkbu.edu.hk/etd_ra/447.
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Gran, Betty Jean. "A study of language attitudes in Hong Kong: Cantonese speakers' response to English and Cantonese on thetelephone." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1987. http://hub.hku.hk/bib/B31949034.
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Narušytė, Gintarė. "Vartotojų skundų, pateiktų Valstybinei maisto ir veterinarijos tarnybai, analizė." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2013. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2013~D_20130618_094748-36506.
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Maisto sauga vienodai svarbi visoms institucijoms, susijusioms su žaliavų ir maisto produktų gamyba, pardavimu, apdorojimu bei kitokiu tvarkymu. Su maistu susijęs verslas turi būtų vykdomas pagal tinkamą maisto saugos valdymo programą, kuri sudaroma atsižvelgiant, pirmiausia, į verslo vaidmenį maisto grandinėje. Laikotarpiu nuo 2001 iki 2011 m. vidutiniškai kasmet bendras skundų skaičius padidėdavo 142 skundais arba 7,54 proc. per metus, t.y. 2001 metais buvo pateikti 1328 skundai, o 2011 metais - 2748 skundai.Food safety is equally important for all bodies concerned with raw materials and food production, marketing, processing and other processing. For food-related business should be conducted in accordance with proper food safety management program which shall be based, in particular, the role of business in the food chain. In the period from 2001 to 2011 the average annual increases in the total number of complaints received was 142 complaints, or 7.54 percent per year, 2001 year have been made 1328 complaints and in 2011 - 2748 complaints.
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Howard, Matylda Iwanna. "Raising the voice of dissatisfaction : a qualitative study of the Queensland acute health care consumer and the experience of complaining." Thesis, Queensland University of Technology, 2011. https://eprints.qut.edu.au/46834/1/Matylda_Howard_Thesis.pdf.
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Research into complaints handling in the health care system has predominately focused on examining the processes that underpin the organisational systems. An understanding of the cognitive decisions made by patients that influence whether they are satisfied or dissatisfied with the care they are receiving has had limited attention thus far. This study explored the lived experiences of Queensland acute care patients who complained about some aspect of their inpatient stay.
A purposive sample of sixteen participants was recruited and interviewed about their experience of making a complaint. The qualitative data gathered through the interview process was subjected to an Interpretative Phenomenological Analysis (IPA) approach, guided by the philosophical influences of Heidegger (1889-1976). As part of the interpretive endeavour of this study, Lazarus’ cognitive emotive model with situational challenge was drawn on to provide a contextual understanding of the emotions experienced by the study participants.
Analysis of the research data, aided by Leximancer™ software, revealed a series of relational themes that supported the interpretative data analysis process undertaken. The superordinate thematic statements that emerged from the narratives via the hermeneutic process were ineffective communication, standards of care were not consistent, being treated with disrespect, information on how to complain was not clear, and perceptions of negligence.
This study’s goal was to provide health services with information about complaints handling that can help them develop service improvements. The study patients articulated the need for health care system reform; they want to be listened to, to be acknowledged, to be believed, for people to take ownership if they had made a mistake, for mistakes not to occur again, and to receive an apology.
For these initiatives to be fully realised, the paradigm shift must go beyond regurgitating complaints data metrics in percentages per patient contact, towards a concerted effort to evaluate what the qualitative complaints data is really saying. An opportunity to identify a more positive and proactive approach in encouraging our patients to complain when they are dissatisfied has the potential to influence improvements.
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Hope, Peter C. "Service failure and recovery : relational aspects of communication in the service encounter." Thesis, Queensland University of Technology, 2002.
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Homsangpradit, Alina. "Customer satisfaction in communicating with reservation staffs of Thai Airways International." CSUSB ScholarWorks, 2003. https://scholarworks.lib.csusb.edu/etd-project/2183.
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The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.
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Molise, Limpho Magdalena. "Consumers’ attitudes toward consumerism, perceptions of specific product-related variables and consumer complaint intention : a Lesotho perspective." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/63289.
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Although substantial literature could be found on consumers’ attitudes towards consumerism
and on consumers’ dissatisfaction with consumer products in first- and third-world countries
(Lysonski et al., 2012; Orel & Zeren, 2011; Cui, Chan & Joy, 2008; Bhuian, Abdul-Muhmin &
Kim, 2001; Varadarajan & Thirunarayana, 1990), no empirical studies could be found that relate
to consumers’ attitudes towards consumerism and complaint intentions concerning
dissatisfactory consumer products in a Lesotho context. This points to a void in the knowledge
regarding consumers’ attitudes towards consumerism and their complaint intentions regarding
dissatisfactory consumer products purchased in Lesotho. The aim of this study was to explore
and describe consumers’ attitudes towards consumerism, their perceptions of specific productrelated
variables, and their complaint intentions following their dissatisfaction with a hypothetical
performance failure of a consumer electronic product. In addition, the relationship between
consumers’ attitudes towards consumerism and their complaint intentions, and the relationship
between their perceptions of specific product-related variables and their complaint intentions
were explored.
A quantitative methodological research approach was used for this study and a descriptive
survey design was followed. Convenience sampling and snowball sampling were employed in
this study. In order to participate in the study respondents had to reside in Maseru, be 25 years
or older to have acquired some experience with consumer electronic products. The data was
collected by means of a self-administered questionnaire and a total of 389 usable
questionnaires were collected.
Consumer attitudes were measured using an adapted version of Barksdale and Darden’s
(1972) “Attitudes towards Marketing and Consumerism” scale. The items pertaining to productrelated
variables and complaint action were derived from Keng and Liu’s (1997) “product
attribute scale”. The items to measure complaint intention were derived from Singh’s (1988)
taxonomy of consumer complaint responses and Day and Landon’s (1977) taxonomy of
consumer complaint behaviour. Descriptive statistics were used to describe specific
observations by presenting data in a manageable form, including frequencies, percentages and
tables. Inferential statistics, including factor analysis, chi-square tests and logistic regression,
were used to draw inferences from the findings.
Exploratory factor analysis revealed three attitude factors, namely business and marketing
influences, government regulation and consumer protection issues, and consumer
sophistication. Stepwise logistic regressions to model the influence of the attitude factors, product-related variables, and demographic variables on complaint intention, revealed that (1)
the severity of the product failure was the strongest predictor of word-of-mouth, followed by the
consumer sophistication attitude factor and then by frequency of use; that (2) social visibility
was the strongest predictor of word-of-mouse, followed by consumer sophistication and then by
product failure severity; and that (3) price was the only product-related variable that would
influence intention to complain to the retailer. The findings emphasise the need for concerted
efforts by role players such as retailers, consumer protection organisations and the government
to educate consumers about consumer protection issues in order to foster positive consumer
attitudes.Leha boholo ba dingolwa di fumaneha tse supang maikutlo a Baji hodima boji le ho se kgotsofale ha bona malebana le dihlahiswa dinaheng tse ruileng le tse futsanehileng (Lysonski et al., 2012; Orel & Zeren, 2011; Cui, Chan & Joy, 2008; Bhuian, Abdul-Muhmin & Kim, 2001; Varadarajan & Thirunarayana, 1990), ha hona boithuto bo tshwarehang bo ka fumanehang mabapi le maikutlo a baji hodima boji esita le maikemisetso a bona a ho tletleba mabapi le dihlahiswa tse sa kgotsofatseng tse rekwang naheng ya Lesotho. Hona ho supa kgaello ya tsebo mabapi le maikutlo a baji malebana le boji esita le maikemisetso a bona a ho tletleba mabapi le dihlahiswa tse sa kgotsofatseng tse rekwang naheng ea Lesotho. Sepheyo sa boithuto bona e bile ho fatisisa le ho hlalosa maikutlo a baji malebana le boji, tjhadimo ya bona ya diphetoho tse mabapi le dihlahiswa tse itseng esita le maikemisetso a bona a ho tletleba ho latela ho se kgotsofale ha bona ke sehlahiswa sa eletroniki se rekuweng ho tswa ho morekisi. Hodima moo, kamano dipakeng tsa tjhadimo ya bona ya diphetoho tse mabapi le dihlahiswa hammoho le maikemisetso a bona a ho tletleba li ile tsa fatisiswa. Mokhwa wa diphuputso ka dipalo-palo o ile wa sebediswa boithutong bona mme moralo wa tlhahlobo e hlalosehang ka nepo wa latelwa. Mefuta e mmedi ya diphuputso e sebedisitswe: e leng moo ho botswang motho e mong le e mong ya ka fumanehang haufinyane (Convenience sampling) le moo ho botswang feela letoto la batho ba nang le thahasello tabeng e fuputswang (snowball sampling) boithutong bona. E le ho nka karolo boithutong bona, babotsuwa ba ne ba lokela hore e be baahi ba Maseru, ba be dilemong tse 25 ho ya hodimo mme ebe batho ba nang le boiphihlelo tshebedisong ya dihlahiswa tsa eletroniki hape ba bile ba kgola meputso e ba dumellang ho reka tsona dihlahiswa tseo tsa eletroniki. Dikarabo tsa diphuputso tsena di batluwe ka mokgoa wa dipampiri tsa dipotso tse neng di tsamaiswa ke mofuputsi ka seqo mme dipampiri tsa dipotso tse 389 di ile tsa bokellwa. Maikutlo a baji a ile a bekgwa ho sebeliswa mokgwa o loketseng wa sekala sa Barksdale le Darden (1972). Dipotso ho fuputsa mabapi le tjhadimo ea bona malebana le dihlahiswa esita le likgato tsa ho tletleba li nkuwe ho tswa ho Keng le Liu’s (1977) “sekala sa boleng ba sehlahiswa”. Dipotso ho bekga maikemisetso a ho tletleba di nkuwe ho tswa ho Singh’s (1988) “dihlotshwana tse ipapisitseng le tsela eo baji ba hlahisang ditletlebo ka eona” hape ho tswa ho Day le Landon’s (1977) “dihlotswana tse ipapisitseng le boitshwaro ba baji ha ba tletleba. Dipalopalo tse hlalosehang li ile tsa sebediswa ho hlalosa diphihlello tse itseng ka ho manolla lesedi ka tsela e ka matsohong joaloka makgetlo, diperesente le ditafole. Lipalopalo ka dikgakanyo, ho kenyelletsa litlhahlobo tse ipapisitseng le boleng, liteko tsa chi-square le lipalopalo tse kgutlelang morao, di ile tsa sebediswa ho etsa dikgakanyo hodima diphuputso. Boithuto bo tebileng mabapi le ditlhahlobo tse ipapisitseng le boleng di sibollotse maikutlo holim’a maemo a mararo e leng: kgwebo le tshusumetso ya mmaraka, taolo ya mmuso le ditaba tse amanang le tshireletseho ya baji esita le boiphihlelo ba baji. Ditepe tsa lipalopalo tse khutlelang morao, ho bopa tshusumetso mabapi le maikutlo hodim’a maemo, tjhadimo ya diphetoho tse mabapi le dihlahiswa esita le diphetoho tse ipapisitseng le maemo a bophelo ba batho hodim’a maikemisetso a bona a ho tletleba, di sibollotse hore: (1) monyetla o hodimo oa ho senyeha ha sehlahiswa ke ona o hakanyang se buuwang, ho latele boiphihelo ba baji e be jwale makhetlo a tshebediso ya sehlahiswa, hape (2) ponahalo ho batho ebile kghakanyo e kholo ya se buuwang,ho latele boiphihlelo ba baji ebe jwale monyetla o hodimo wa ho senyeha ha sehlahiswa, le hore: (3) poreisi e bile yona feela tsela eo tjhadimo ya diphetoho tse mabapi le sehlahiswa e neng ekaba le tshusumetso hodim’a maikemisetso a ho tletleba ho morekisi. Diphuputso di sibollotse hore tlhokahalo mabapi le matsapa a kopanetsweng ke bohle ba nang le kobo ya bohadi jwaloka: barekisi, mekgatlo e sireletsang baji esita le mmuso a ka thusana ho rupela baji holim’a ditaba tse amanang le tshireletseho ya baji ho fihlela katleho e tlisang ditholwana tse molemo maikutlong a baji.
Dissertation (MConsumer Science)--University of Pretoria, 2017.
Consumer Science
MConsumer Science
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Barger, Patricia B. "Service Without a Smile?! Exploring the Roles of Customer Injustice, Anger, and Individual Differences in Emotional Deviance." Bowling Green, Ohio : Bowling Green State University, 2009. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=bgsu1242687801.
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Jonker, Chanel. "Millennial consumers’ complaint behavioural intentions following service failure in the online clothing retail context." Diss., University of Pretoria, 2021. http://hdl.handle.net/2263/78558.
Full textAbstract:
Researchers in consumer complaint behaviour agree that consumers’ complaint intentions are influenced by online service failures. These online service failures include delivery problems, payment security problems, web-page navigational problems, product information problems, and customer service problems. Online service failures cause customer dissatisfaction that could trigger consumer complaint behaviour. Most consumer complaint behaviour researchers concur that the purchasing environment primarily influences consumers’ complaint behavioural intentions. Relevant literature on Millennial consumers and theory on service failures and consumer complaint behaviour was integrated to provide this study's theoretical grounding.
This study aimed to determine the Millennial consumers' complaint behavioural intentions following a service failure in the online clothing retail context. This study also determined differences in Emerging, Young and Older Millennials complaint behavioural intentions. A survey research design was implemented, using a structured, self-administered online questionnaire to measure Millennial consumers’ (n = 193) complaint behavioural intentions following a service failure in the online clothing retail context. The self-administered questionnaire made use of existing scales and self-developed questions.
Millennial consumers indicated that delivery problems would cause them the most dissatisfaction, followed by payment security problems, customer service problems, product information problems, and webpage navigational problems. The exploratory factor analysis revealed four complaint intention factors. The four factors were labelled as electronic communication, switching behaviour, complaints to the retailer, and negative word-of-mouth. Negative word-of-mouth as private complaint action was the most relatively pertinent complaint intention, followed by switching intention and complaining to the retailer. Electronic WOM was the least pertinent complaint intention.
More specifically, an ANOVA test was performed to determine the differences in emerging, young and older Millennials’ complaint behavioural intentions following a service failure in the online clothing retail context. The descriptive results indicated that the majority of the Millennial cohort would instead take action than no action. ANOVA’s were performed to determine the differences across Emerging, Young and Older Millennials’ complaint intentions following a service failure in the online clothing retail context. The ANOVA’s indicated that the three complaint intentions of electronic communication, switching, and complaining to retailers did not vary across the Millennials cohorts. This implies that the respective Millennial groups equally intended to take these individual complaint actions. Also, only word-of-mouth intention differed significantly across the Millennial groups. Older Millennials were less likely to contact family and/or friends in person or by text messaging on WhatsApp than Emerging and Young Millennials.
The study makes a valuable contribution towards the consumer complaint behaviour literature and for consideration by online retailers, multi or omni-channel retailers, and marketers of clothing products.Dissertation (MConsumer Science)--University of Pretoria, 2021.
Consumer Science
MConsumer Science (Clothing Management)
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de, Klerk Marisa Janette. "The effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their complaint behaviour." Diss., University of Pretoria, 2016. http://hdl.handle.net/2263/60799.
Full textAbstract:
Consumer complaint behaviour research in transitional and emerging countries, including South Africa, is still in its infancy stage. The vast changes to the South African consumer landscape along with the socio-political changes and the multicultural population's ongoing cultural changes necessitate the monitoring of changes in personal values. However, very little research has been done in South Africa regarding consumers' personal values. The effect of personal values on complaint behaviour in a South African context has also not yet been explored.
As an extension of the social adaptation theory, several researchers have proposed a value-attitude-behaviour (VAB) hierarchy model (Homer & Kahle, 1988; Cai & Shannon, 2012) in order to explain the relationship between values and behaviour. The model proposes that causality flows from abstract values, through mid-range attitudes, to specific behaviours (Homer & Kahle, 1988; Hayley, Zinkiewicz & Hardiman, 2014); that is, values influence behaviour indirectly through attitudes. While the VAB model has been confirmed in a variety of consumer behaviour contexts, it has not yet been explored in a South African complaint behaviour context.
This study therefore used social adaptation theory and the VAB model as theoretical framework to determine the effect of consumers' personal values and attitudes towards appliance retailers' complaint handling on their consumer complaint behaviour in the South African context. In addition, the relationships between demographic variables and personal values and also between demographic variables and consumer complaint behaviour were explored.
A survey was administered to consumers who were dissatisfied with the performance of a major household appliance within a four-year memory recall period. Data was collected via a self-administered questionnaire measuring personal values with Kahle's (1983) List of Values (LOV) and attitudes toward appliance retailers' complaint handling, using an adapted version of Keng, Richmond and Han's (1995) "Attitudes toward businesses" scale. Convenience sampling and snowball sampling were employed in Tshwane, a major metropolitan area of South Africa, which generated 361 usable questionnaires.
Exploratory factor analysis revealed three value dimensions, namely (1) Harmony and Respect, (2) Hedonism and (3) Achievement. Results of the Pearson correlation analysis showed that higher valuing of any one of the three value dimensions lead to more negative attitudes towards appliance retailers' complaint handling. Furthermore, multinomial logistic regression analysis revealed that more negative attitudes towards appliance retailers' complaint handling lead to a decreased likelihood of engaging in public complaint behaviour. Moreover, ANOVA revealed relationships between specific personal value dimensions and gender, age and population group.
The study has implications for marketers, policy makers, appliance retailers and consumer protection organisations.Navorsing oor verbruikers se klagte-gedrag in opkomende lande, insluitend Suid-Afrika, is nie baie ver gevorder nie. Die omvattende veranderende Suid-Afrikaanse verbruikerslandskap, tesame met die volgehoue sosio-politieke veranderinge en die kulturele veranderinge in die multikulturele polulasie, noodsaak die monitering van veranderinge in verbruikers se waardes. Daar bestaan egter baie min navorsing in Suid-Afrika oor verbruikers se persoonlike waardes. Voorts is die effek van persoonlike waardes op klagte-gedrag nog nie in die Suid-Afrikaanse konteks ondersoek nie. Verskeie navorsers stel voor dat die waarde-houding-gedrag-hiërargiemodel, wat uit sosiale aanpassingsteorie spruit, gebruik moet word om die verhouding tussen waardes en gedrag te verstaan. Die model stel dat oorsaaklikheid vanaf abstrakte waardes, deur houdings, na spesifieke gedrag vloei (Homer & Kahle, 1988; Hayley et al., 2014). Dit wil sê, waardes beïnvloed gedrag indirek deur houdings. Terwyl die waarde-houding-gedrag-model in 'n verskeidenheid klagte-gedrag-kontekste bevestig is, is dit nog nie in 'n Suid-Afrikaanse klagte-gedrag-konteks ondersoek nie. Gevolglik is die sosiale aanpassingsteorie en die waarde-houding-gedrag-model as teoretiese raamwerk in hierdie studie toegepas om die effek van verbruikers se persoonlike waardes en houdings teenoor kleinhandelaars se klagte-hantering op hulle klagte-gedrag in die Suid-Afrikaanse konteks te bepaal. Die verwantskappe tussen verbruikers se demografiese veranderlikes en hulle persoonlike waardes, en tussen demografiese veranderlikes en klagte-gedrag is ook verken. 'n Opname is onder verbruikers wat ontevrede was met die werksverrigting van hulle groot huishoudelike toerusting oor 'n vier-jaar-herroepingstydperk gedoen. Data is deur 'n selfgeadministreerde vraelys ingesamel waarin persoonlike waardes met Kahle (1983) se List of Values (LOV) en houdings teenoor kleinhandelaars se klagte-hantering met 'n aangepaste weergawe van Keng et al. (1995) se "Houdings teenoor besighede"-skaal gemeet is. Geriefsteekproefneming en sneeubalsteekproefneming, wat 361 bruikbare vraelyste opgelewer het, is in Tswane, 'n groot metropolitaanse gebied in Suid-Afrika, onderneem. Verkennende faktoranalise het drie waardedimensies, naamlik (1) Harmonie en Respek, (2) Hedonisme en (3) Prestasie, opgelewer. Die Pearsonkorrelasie-analise se resultate toon dat 'n toename in belangrikheid in enige van die drie waardedimensies tot 'n meer negatiewe houding teenoor kleinhandelaars se klagte-hantering lei. Voorts dui die resultate van die multinomiese logistiese regressie-analise daarop dat 'n toename in verbruikers se negatiewe houding teenoor kleinhandelaars se klagte-hantering tot 'n afname lei in hul geneigdheid tot publieke klagte-gedrag. Die resultate van die ANOVA-analise toon verder dat daar verwantskappe tussen spesifieke persoonlike waardes en geslag, ouderdom en populasiegroep bestaan. Die studie het implikasies vir bemarkers, beleidmakers, kleinhandelaars en verbruikersbeskerming-organisasies.
Dissertation (MConsumer Science)--University of Pretoria, 2016.
Consumer Science
MConsumer Science
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Treurnicht, Francisca Arabelle. "Consumers’ motives for complaint behavioural intentions following in-store service failures in the clothing retail context." Diss., University of Pretoria, 2020. http://hdl.handle.net/2263/78557.
Full textAbstract:
Globalisation, together with increased competition amongst retailers, has applied immense pressure on retailers to become more consumer-orientated. Retailers are, consequently, trying to differentiate their offerings by providing improved services to their consumers to obtain a competitive advantage. Service failure is, however, inevitable. An unfavourable service encounter (service failure) mostly leads to dissatisfaction. A consumer’s response to dissatisfaction is referred to as “consumer complaint behaviour”. Consumers’ complaint action can be categorised into three response behaviours namely: private action, public action and taking no action. Behind each complaint action lies specific motivations. Motivation research attempts to find the underlying why of an individuals’ behaviour. Marketers need to understand consumer motives as it provides them with the opportunity to anticipate and understand consumer complaint behaviour within the South African marketplace. Studies on the motives driving consumers’ complaint behaviour following an in-store service failure in the South African clothing retail context is lacking. This is surprising given the fact that an understanding of consumer complaint motives is critical in recovering service failures and handling complaints. An understanding of the motives for consumer complaint behaviour could help clothing retailers to understand the value of paying attention to and dealing with consumer complaints, specifically in a South African context. This research study, therefore, primarily focused on exploring and describing South African consumers non-complaint motives and complaint motives following an in-store service failure.
The study used an explorative, quantitative research approach. A survey was conducted in South Africa which included consumers 19 years and older who reside in major urban areas across South Africa. Respondents completed an online self-administered questionnaire which included adapted versions of established scales. Lastly, the data was captured and coded and then analysed by statisticians of the University of Pretoria by making use of descriptive and inferential statistics.
The findings of this study indicated that the respondents were motivated to take action following an in-store service failure, rather than deciding to take no-action. Respondents would also rather partake in private action as opposed to public action. The EFA on the non complaint motives indicated that three factors are the underlying driving forces that keep consumers from taking action. These include protecting the self and convenience, the facto that it is not worth complaining, and willingness and ability to handle CCB. Through the descriptive statistical analysis, as well as the inferential statistical analysis (EFA), it became evident that the most important motive for deciding to partake in action, either private or public, were altruistic motives. Anger and the intention to harm the retailer appeared to be the least important motives for deciding to take action. From this study, it is recommended that clothing retailers and marketers in South Africa pay specific attention to use these motives, specifically altruism, to encourage customers to partake in public complaint behaviour. Apart from the useful considerations this study elicited for the industry, it also makes a valuable contribution towards the literature.Dissertation (MConsumer Science)--University of Pretoria, 2020.
Consumer Science
MConsumer Science (Clothing Management)
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Hart, David. "An investigation into East-Asian acculturation and consumer complaint behaviour in a UK university." Thesis, Northumbria University, 2009. http://nrl.northumbria.ac.uk/1842/.
Full textAbstract:
This study investigates the acculturation and consumer complaint behaviours (CCB) of East-Asian students at Northumbria University, located in North-East England. Approximately 70,000 East-Asians are currently enrolled for graduate study in the UK. However, little is known about their adaptation to an unfamiliar culture, and their complaint behaviours when placed in such an environment. In particular, there is a need to understand the complaint behaviours of East-Asian students in the context of Higher Education. For both acculturation and CCB a literature survey included the key theoretical frameworks and variables that can impact upon both concepts, leading to the development of four research questions that provided the focus for the data collection process. The first research question investigated if a relationship exists between the acculturation style adopted by East-Asian students and their complaint behaviours. From here, the additional research questions focused on respondent's acculturation and CCB experiences throughout their sojourn. The study utilised a combination of quantitative and qualitative methods to ensure all research questions were addressed. Initially, an online survey was administered, followed by a number of semi-structured interviews with a sample of survey respondents. Survey results suggest only weak correlations between acculturation styles and complaint behaviours: those who integrate into UK culture show a higher propensity to publicly complain (e.g. write to lecturers), whilst those who separate themselves from other cultures are more likely to do nothing in response to dissatisfactory experiences. A general willingness to publicly voice concerns over university performance is moderated by fears that complaints may compromise final degree classifications. In terms of cultural adaptation, the greatest challenges faced were functional in nature (e.g. opening bank accounts), and respondents reported a lack of interaction with local students which limited opportunities to improve their English language ability. This study advances the understanding of the East-Asian student experience, is the first to consider if acculturation is a relevant variable in the complaint behaviour process and also draws attention to the importance of student complaints as a major issue in student retention.
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Oney, Emrah. "Self-confidence and intention(s) to complain : should general or specific self-confidence predict consumer intention(s) to complain?" Thesis, Swansea University, 2012. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.644359.
Full textAbstract:
In the field of complaining behaviour, self-confidence has long been recognized as an influential factor. However, in previous studies of complaining behaviour the construct of 'self-confidence' has not been distinguished according to general and specific conceptualizations, thus the present research efforts recognizes the refinement of self-confidence as important in order to comprehensively evaluate its effect on complaining behaviour. Thus, until now it has not been established whether: (i) this influence is attributed to general or specific self-confidence; (ii) the dis/agreement (in/congruence) involving general and specific modes of self-confidence has an effect on complaining behaviour; (iii) there is an interaction between general and specific self-confidence; and (iv) both types of self-confidence are of equal managerial relevance. This study represents the first attempt to address these gaps in the literature by delineating self-confidence as general and specific conceptualizations and examining their (individual and combined) effects on behavioural intention(s) to complain. Furthermore, an evolutionary/novel perspective has been adapted to provide an alternative explanation of the nature of general and specific self-confidence as well as their relationship.
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Rocha, Luis E. C. "Exploring patterns of empirical networks." Doctoral thesis, Umeå universitet, Institutionen för fysik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-46588.
Full textAbstract:
We are constantly struggling to understand how nature works, trying to identify recurrent events and looking for analogies and relations between objects or individuals. Knowing patterns of behavior is powerful and fundamental for survival of any species. In this thesis, datasets of diverse systems related to transportation, economics, sexual and social contacts, are characterized by using the formalisms of time series and network theory. Part of the results consists on the collection and analyzes of original network data, the rest focuses on the simulation of dynamical processes on these networks and to study how they are affected by the particular structures. The majority of the thesis is about temporal networks, i.e. networks whose structure changes in time. The new temporal dimension reveals structural dynamical properties that help to understand the feedback mechanisms responsible to make the network structure to adapt and to understand the emergence and inhibition of diverse phenomena in dynamic systems, as epidemics in sexual and contact networks.Vi är ständigt kämpar för att förstå hur naturen fungerar, försöker identifier återkommande evenemang och söker analogier och relationer mellan objekt eller individer. Veta beteendemönster är kraftfull och grundläggande för överlevnad av arter. I denna avhandling, dataset av olika system i samband med transporter är ekonomi, sexuella och sociala kontakter, som kännetecknas av att använda formalismer av tidsserier och nätverk teori. En del av resultatet utgörs av insamling och analys av ursprungliga nätdata, fokuserar resten på simulering av dynamiska processer i dessa nätverk och att studera hur de påverkas av de särskilda strukturer. Huvuddelen av avhandlingen handlar om tidsmässiga nät, i.e. nät vars struktur förändringar i tid. Den nya tidsdimensionen avslöjar strukturella dynamiska egenskaper som hjälper till att förstå den feedback mekanismer som ansvarar för att göra nätverksstruktur att anpassa sig och förstå uppkomsten och hämning av olika företeelser i dynamiska system, epidemier i sexuella och kontaktnät.
Constantemente nos esforçamos para entender como a natureza funciona, tentando identificar eventos recorrentes e procurando por analogias e relações entre objetos ou indivíduos. Conhecer padrões de comportamento é algo poderoso e fundamental para a sobrevivência de qualquer espécie. Nesta tese, dados de sistemas diversos, relacionados a transporte, economia, contatos sexuais e sociais, são caracterizados usando o formalismo de séries temporais e teoria de redes. Uma parte dos resultados consiste na coleta e análise de dados de redes originais, a outra parte concentra-se na simulação de processos dinâmicos nessas redes e no estudo de como esses processos são afetados por determinadas estruturas. A maior parte da tese é sobre redes temporais, ou seja, redes cuja estrutura varia no tempo. A nova dimensão temporal revela propriedades estruturais dinâmicas que contribuem para o entendimento dos mecanismos de resposta responsáveis pela adaptação da rede, e para o entendimento da emergência e inibição de fenômenos diversos em sistemas dinâmicos, como epidemias em redes sexuais e de contato pessoal.
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Walters, Mariëtte Louise. "The influence of culture on customers' complaint behaviour pertaining to service failures / by Mariëtte Louise Walters." Thesis, North-West University, 2010. http://hdl.handle.net/10394/4416.
Full textAbstract:
Organisations are facing increasing pressures in terms of customer service since
customers tend to become more demanding as competition within industries increases.
In order to succeed in this changing marketplace, organisations should focus on forming
and maintaining long-term relationships with their customers. Developing long-term
relationships, in turn, depends on the organisation?s ability to exceed customers?
expectations and to continuously ensure customer satisfaction. Service organisations in
particular find it difficult to provide constant customer satisfaction due to the high level of
human involvement in service delivery, which often leads to inevitable service failures.
Service failures, as a result, cause the disconfirmation of service expectations. This
disconfirmation gives rise to customer dissatisfaction, which is generally considered as
the initiator of customer complaint behaviour.
Culture is regarded as one of the most influential factors affecting customers? behaviour
in response to dissatisfaction with a purchase experience. Customers? culture could
have an impact on the manner in which customers engage in complaint behaviour, and
could also have a bearing on how service failures and organisations? service recovery
efforts are perceived. Organisations functioning in a multicultural country such as South
Africa could therefore benefit from gaining a more profound understanding of cultural
influences on customer behaviour and specifically complaint behaviour.
The primary objective of this study was to determine the influence of culture on
customers? complaint behaviour pertaining to service failures within the context of the
South African banking industry. A structured, interviewer-administered questionnaire
was used to collect data from banking customers residing in Gauteng, who were
sampled by means of a non-probability sampling method. In total, 600 respondents
participated in this study, comprising 150 each from the black, coloured, Indian/Asian
and white cultural groups.
Results from the study indicate that although the majority of respondents have a
propensity to complain, no practically significant differences were found between
respondents from different cultures with regard to their propensity to complain. Results
furthermore showed no differences between the different cultural groups in terms of
their complaint behaviour following a hypothetical service failure. Although it was established that respondents expect the bank to do something about the service failure
? in particular correcting the problem and providing an explanation for the problem ?
respondents? expectations regarding service recovery and perceptions of the bank?s
service recovery efforts were found not to have been influenced by their respective
cultures. The results, in addition, showed that a higher service recovery effort had a
more positive effect on respondents? post-recovery satisfaction, likelihood of maintaining
their relationship with the bank and loyalty, than that of a lower service recovery effort.
It is recommended that banks should not view their customers differently in terms of
their cultural backgrounds, but that they should rather focus continuously on providing
all customers with the same level of quality service, even after a service failure has
occurred. Banks should also encourage all customers to voice complaints directly to
them in order to minimise the harmful effects of negative word-of-mouth and to improve
recoveries from failures. Since respondents in this study indicated that they expect
banks to offer an apology in the case of a service failure, to provide an explanation of
the cause of the problem and to correct the problem, banks should ensure that a high
level of quality interaction takes place between the dissatisfied customer and employees
following a service failure. Such an approach requires banks to ensure that their
employees are motivated and competent to solve customers? problems. It is therefore
also recommended that banks should invest resources in employee selection, training,
development, empowerment, discretionary decision-making power and support in order
to ensure that customer-facing employees are able to provide a satisfactory service
recovery, and are able to efficiently manage the complaint process.
Recommendations for future research include extending this study to other service
settings in order to determine whether there are similarities or differences in the
influence of culture on customers? complaint behaviour pertaining to service failures.
Future research can be conducted in collaboration with a specific bank in order to
discover more specific information with regards to service failures and complaint
situations within the bank, as well as customers? perceptions of the bank?s existing
service recovery systems. Finally, since no differences between cultural groups were
found, this study can be replicated in order to compare South African customers with
those in other countries in order to determine differences in national cultures.Thesis (M.Com (Marketing Management))--North-West University, Potchefstroom Campus, 2011.
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Koussaifi, Hiba. "Understanding the negative emotions, consumer complaint behaviour responses and social dynamics occurring during dissatisfactory incidents in restaurants." Thesis, Northumbria University, 2018. http://nrl.northumbria.ac.uk/36276/.
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This thesis investigates how the social dynamics that naturally occur during dissatisfactory incidents in restaurants influence the consumer complaint behaviour process. It further explores what negative emotions consumers experience, how they respond to such dissatisfactory incidents and what stimulates these emotions and responses. Consumer complaint behaviour (CCB) in services is a complex and dynamic process and not a static phenomenon. The emotions and responses are the result of the ongoing evaluations consumers undertake and the continuous human interactions occurring. Although the literature acknowledges the influence of service providers on the CCB responses and negative emotions, little is known about how other customers impact the CCB process. Furthermore, much of the existing research on CCB has been undertaken using purely quantitative approaches that tend to focus on hypothetical scenarios and the measurement of behavioural intentions. This has meant a failing to understand the actual behaviour of the participant, to explore dissatisfying incidents holistically and within their contextual natural settings and to capture the social dynamics and interactions. This thesis has addressed these limitations and assumed a social constructionist paradigm and followed an interpretivist approach. The methodology draws upon the principles of critical incident technique and is multi-method over two phases: qualitative research diaries followed by semistructured interviews. A total of 20 semi-structured interviews were conducted with Lebanese consumers who shared their subjective accounts of the dissatisfactory incidents they recently experienced in restaurants. The data from the interviews was analysed using template analysis. The findings show that the CCB process within a restaurant context has a social dimension. The continuous human interactions between the consumer, service provider and other customers throughout the dining occasion influence the service failure, cognitive appraisal, negative emotions and CCB responses both directly and indirectly. Furthermore, negative emotions such as feeling fed up and disgust are experienced following a restaurant dissatisfactory incident. The findings also demonstrate that some CCB responses have different variants depending on the context, for example exit and negative word of mouth. Additionally, the findings identified what stimulates both the negative emotions and CCB responses. This study advances the understanding of CCB within services and restaurants in particular by explaining the impact of social dynamics on the CCB process. It presents a model that acknowledges this social aspect and demonstrates its influences. Furthermore it identifies a broad range of negative emotions and CCB responses specific to restaurant dissatisfactory incidents and elaborates on what stimulates them. This study draws attention to the importance of studying CCB in services using an interpretivist approach, as it will result in an in-depth understanding of the phenomenon.
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Gilad, Sharon. "An intra-organisational perspective on the role of consumer complaint handling in the UK retail investment regulatory regime (1981-2004)." Thesis, University of Oxford, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.504139.
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Chung, Sean. "The role of culture in service quality : a cross-national study in Britain and Trinidad and Tobago." Thesis, University of Manchester, 2015. https://www.research.manchester.ac.uk/portal/en/theses/the-role-of-culture-in-service-quality-a-crossnational-study-in-britain-and-trinidad-and-tobago(d335d918-3d93-4bdb-842e-f424a8d4e217).html.
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The primary aim of this thesis was to explore the role culture plays in service delivery, more specifically on consumers' perceptions of service quality and its potential impact on complaint behaviour. A key premise of the thesis was that prominent models of service quality are conceptualized largely in western contexts without considering conceptual meaning in various contexts or nuances of meaning. Furthermore, there may indeed be unique aspects of culture in each context not yet identified in the extant literature. With this in mind, a qualitative approach was employed in order to gain an in-depth understanding of consumers' perceptions. The thesis was conducted in three stages culminating in three separate papers. Stage 1 involved a student sample of Trinidad and Tobago nationals currently enrolled at university in the North West region of the UK. Generally this stage served as a pilot for the larger cross-national study. Interview data and subsequent thematic analyses culminated in a holistic, multi-dimensional hierarchical framework labelled Conceptualization of Service Quality in Cultural Context (CSQCC). Within this framework two key cultural triggers called Culture of Closeness and Culture of Servitude where found to have an overarching influence on all variables in the model. As well as uniquely including culture, the CSQCC also encompasses human resources and operational variables not included in traditional service quality models namely Employee Work Ethic/Attitudes, Organizational Responsibility and Customer Responsibility. Stage 2 which included samples of British and Trinidad and Tobago nationals, all currently living in their country of birth were part of the larger study sample. Findings from both country contexts indicate that the general structure of the CSQCC identified in Stage 1 is upheld demonstrating universality in terms of the range of factors consumers utilize in their evaluations of service quality, at least in Britain and the UK. Notwithstanding the similarities, the importance weightings for the universal aspects of the CSQCC framework appear to vary. Furthermore, cultural triggers again were found to have an overarching influence consumers' perceptions, two such triggers were identified for British nationals-British Reserve and Culture of Cordiality, and for Trinbagonian nationals two additional triggers-Festive Culture and Culture of Entitlement. Data for Stage 3 was collected at the same time at Stage 2 and involved a cross-national analysis of consumer complaint behaviour. Based on the empirical data a Cultural Framework of Consumer Complaint Behaviour (CFCCB) was proposed inclusive of consumers' behavioural processes and post-interaction behavioural outcomes. There are four key processes-cognitive, motivational, environmental and emotive-with emotions playing a central role. The unique cultural triggers identified in Stages 1 and 2 were also found to influence these behavioural processes which in turn impact behavioural outcomes. To the best of the researcher's knowledge such a holistic model as the CFCCB has not been previously conceptualized. There is no such thing as "culture-free" behaviour; culture and human behaviour are deeply intertwined, and thus multinationals and global firms need to be environmentally sensitive, identify the cultural triggers in potential markets, and assess their likely impact on service quality delivery.
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Zaugg, Alexandra. "Why do consumers use the internet for complaining to the company? : determinants explaining the propensity to complain online /." Saarbrücken : Südwestdeutscher Verlag für Hochschulschriften, 2009. http://www.ub.unibe.ch/content/bibliotheken_sammlungen/sondersammlungen/dissen_bestellformular/index_ger.html.
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Marquetto, Matheus Frohlich. "Os antecedentes da satisfação do consumidor em compras online e a sua relação com a intenção de reclamar." Universidade Federal de Santa Maria, 2015. http://repositorio.ufsm.br/handle/1/4774.
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Coordenação de Aperfeiçoamento de Pessoal de Nível SuperiorWith a differentiated approach to physical stores, online stores attract more consumers and, unlike the low sales growth in traditional commerce, they come increasing your earnings. According to the Brazilian Chamber of Electronic Commerce (2013), in 2013, online sales in Brazil exceeded R$28 billion and grew by 25%. In the United States, it is estimated that online sales should grow between 8% to 10% per year (Wu, 2013). With sales growth, increase the numbers of complaints and problems that consumers face in online shopping, and to improve a service it is necessary to listen to customer complaints (HOLLOWAY, WANG E PARISH, 2005). According Breazeale (2009), research shows that acquiring a new customer is five to eight times more expensive than keeping an existing one, this provides motivation to understand the complaint intentions in online shopping. Thus, came the need to study what are the antecedents of customer satisfaction in online shopping and its relationship with the intention of complaining. This study aimed to examine the relationship of antecedents constructs: Distributive Justice, Procedural Justice, Interactional Justice, Confirmation of Expectations, Perceived Usefulness and Trust in the Satisfaction. As well, we analyzed the impact of Satisfaction on Intention to Complain mediated by Prior Shopping Experience and Perceived Responsiveness. Was developed a descriptive, causal and quantitative approach through an online survey adapted Wu's study (2013) and applied to university professors from all over Brazil. After the model is validated satisfactorily, it was confirmed that the interactional justice, the Expectation Confirmation, the Perceived Usefulness and Trust impact on satisfaction. It was also observed that the Confirmation of Expectations impacts the Perceived Usefulness. The moderating effect of Perceived Responsiveness was partially confirmed. Despite the limitations, it is considered that the study brought academic contributions, as a validation of the model operated by Wu in Taiwan in 2013 for the Brazilian context that might serve as a basis for further research, and managerial contributions as a greater understanding of consumer behavior in online shopping, because the results can be used in practice within the business environment.
Com uma abordagem diferenciada das lojas físicas, as lojas online atraem cada vez mais consumidores e, ao contrário do baixo crescimento das vendas no comercio tradicional, elas vem aumentando os seus ganhos. Segundo a Câmara Brasileira de Comércio Eletrônico (2013), em 2013, as vendas online no Brasil ultrapassaram os R$ 28 bilhões e tiveram um crescimento de 25%. Nos Estados Unidos, estima-se que as vendas online devam crescer entre 8% a 10% ao ano (WU, 2013). Com o crescimento das vendas, aumentam os números de reclamações e problemas que os consumidores enfrentam em compras online, e para melhorar um serviço é preciso ouvir as reclamações dos clientes (HOLLOWAY, WANG E PARISH, 2005). Segundo Breazeale (2009), pesquisas mostram que a aquisição de um novo cliente é cerca de cinco a oito vezes mais onerosa do que manter um já existente. Isso proporciona motivação para compreender as intenções de reclamação em compras online. Assim, surgiu a necessidade de estudar quais são os antecedentes da satisfação do consumidor em compras online e a sua relação com a intenção de reclamar. Este estudo teve como objetivo examinar o relacionamento dos construtos antecedentes Justiça Distributiva, Justiça Processual, Justiça Interacional, Confirmação das Expectativas, Utilidade Percebida e Confiança na Satisfação, bem como, o impacto da Satisfação na Intenção de Reclamar mediado pelos construtos de Experiência Anterior de Compra e Capacidade de Resposta Percebida. Desenvolveu-se uma pesquisa descritiva, causal e com abordagem quantitativa, por meio de uma survey online adaptada do estudo de Wu (2013) e aplicada com professores universitários de todo o Brasil. Após o modelo ser validado satisfatoriamente, confirmou-se que, a Justiça Interacional, a Confirmação das Expectativas, a Utilidade Percebida e a Confiança impactam na Satisfação. Observou-se também, que a Confirmação das Expectativas tem impacto na Utilidade Percebida. O efeito moderador da Capacidade de Resposta Percebida foi parcialmente confirmado. Apesar das limitações, considera-se que o estudo trouxe contribuições acadêmicas, como a validação do modelo operacionalizado em Taiwan por Wu em 2013 para o contexto brasileiro que pode servir de base para novas pesquisas, e contribuições gerenciais como a maior compreensão do comportamento do consumidor em compras online, pois os resultados podem ser utilizadas na prática, dentro do ambiente empresarial.
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Armstrong, Christine Louise Lucie. "Organisational responses to consumer complaints on Facebook business pages: the effect on consumer behaviours and attitudes." Thesis, 2021. http://hdl.handle.net/1959.13/1452332.
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Research Doctorate - Doctor of Philosophy (PhD)While firms primarily use Facebook business pages as a consumer engagement tool, consumers are increasingly using business pages as a platform for complaint behaviour. Other Facebook users can easily observe this behaviour, providing the firm with the opportunity to display effective complaint management to a wide audience. Conversely, ineffective complaint handling on Facebook business pages can compound negative implications for the firm. This thesis with publication comprises three core papers, which examine the effect of organisational responses to complaints made on Facebook business pages on affective and behavioural responses of consumers. Using an experimental design, the first paper examines the effect of Facebook business page visual cues on complaint behaviour and attitudes toward the firm. Findings demonstrated that the presence of complaints on a business page increased the likelihood that other consumers would post complaints. Further, redress offered by the firm was more important to consumers than the time taken for the firm to respond to complaints. The second paper showed that the use of humour in complaint responses on business pages generates rapport between the firm and the consumer, which in turn, improves service recovery satisfaction and attitude toward the firm. However, only when the humour expressed by the firm mirrored a complainants’ use of humour. Finally, the third paper considered the role of co-consumers in the online complaint process. Consumers were less likely to complain on a Facebook business page when they observed comments by non-supportive co-consumers, as opposed to supportive consumers, in response to a complaint. As a result, their likelihood to complain in a non-observable manner via Facebook Messenger increased. Social risk explained this relationship, where social risk diminished when the firm intervened in the presence of non-supportive comments made by co-consumers. This thesis contributes to the complaint management literature, presenting much needed information on Facebook business pages as a consumer complaint channel. Findings provide guidance, for academics and managers alike, on those organisational approaches to complaints that elicit the most positive consumer responses.
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Chung, Chun-Chih, and 鐘俊智. "The power of consumer complaints and product differentiation." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/18716960387667888490.
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碩士輔仁大學
經濟學系碩士班
102
Compared with the product strategies in a traditional market, an important feature of the on-line marketing business focuses on information exchange between consumers through “words of mouth". This feature deeply affects a firm’s profit level, because it may reduce the number of loyal consumers after the spread of negative words of mouth. The current thesis casts this feature with “window of complaints” into the Hotelling model. Such a consideration adds a new dimension to the model which may intensifies the competition between firms. The results show that two firms can reduce the leakage level of loyal consumers through devoting efforts in organization reconstruction or product improvements. We find that the improvements in complaints window can help firms achieve more profits. Finally, if the cost in recovering the leakage of loyal consumers is low, then both firms will take a strategy --- moving far away from the market center. This strategy increases the distance between firms. The finding is a novel point in the literature.
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Viviers, Pierre. "Verbruikersklagtes en bestuursrespons : 'n verkennende studie." Thesis, 2012. http://hdl.handle.net/10210/7432.
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M.Comm.The goal of marketing is to supply customers with products and services that satisfies their needs at a profit to the organisation. Several products and services achieve this goal, but instances where the customers' needs are not satisfied do exist, which leads to customer dissatisfaction. Total customer satisfaction is a noble but unrealistic goal. Customer dissatisfaction is a reality and a result of the purchasing process. Defensive marketing, which aims to retain existing customers, is an inseparable part of the effort of delivering unparalleled customer satisfaction. The retention of an existing customer is as important as obtaining new customers for the organisation, and will ensure the long term survival of the organisation. Customers are becoming increasingly sophisticated about the purchasing of products and services. The increase of the level of dissatisfaction experienced by customers when purchasing goods and services is mainly due to the increase in sophistication. Dissatisfaction is a primary cause of customer complaints and an integral part of the marketing cycle. Effective resolutions of customer complaints hold advantages for both the customer and the organisation and is vital to the long term survival of any organisation. The broad goals of the study are: To determine the level of customer satisfaction with their purchases of products and services. To determine customers' complaint behaviour. To determine organisations' responses to customer complaints. The methodology of the study takes the form of two separate empirical research designs, the first design examines customer's attitude towards complaining, and the second researches organisations' response to customer complaints, which is superseded by the theoretical overview of the topic. The empirical research is both exploratory and descriptive in nature. Data was obtained by means of questionnaires that were posted to customer respondent's resident in Gauteng and delivered to organisations in Johannesburg and Pretoria. The major findings of the study include: Customer dissatisfaction is the norm rather than the exception with the purchase of products and services. Regardless of the dissatisfaction experienced by customers, customers do not complain. Customers are not satisfied with the organisations' attempts in resolving their complaints. Organisations are aware of customer goals when complaining. Customers and organisations differ regarding the most effective manner in which to voice a complaint. Differences exist regarding satisfaction levels between product categories. The findings of the study compare with similar studies undertaken in other markets around the world.
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HUANG, LI HSUEH, and 黃麗雪. "Distribution Channels and Consumer Complaints in Life Insurance Companies." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/92018775190066220022.
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碩士銘傳大學
風險管理與保險學系碩士在職專班
103
The distribution channels of the life insurance company can be divided as traditional sales-representative and non-sales-representative which is mainly formed by bancassurance. Although sales representative may supply better service quality by interacting with consumers closely, the research of whether different channels would produce different service quality is still lacking. We use the complaint rate as an indicator of service quality and analyze the impact of distribution channels on the complaint rate. We find sales-representative relative to non-sales-representative induce lower complaint rate, especially for the type of insurance which need additional service after sales.
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"Consumer complaint behavior pattern in Hong Kong." Chinese University of Hong Kong, 1989. http://library.cuhk.edu.hk/record=b5886186.
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Wang, Shu Hui, and 王淑慧. "A study of the asymmetric information and consumer complaints in Taiwan." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/24463254816030737826.
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Bolkan, San Steven 1978. "Organizational responses to consumer complaints: an approach to understanding the effectiveness of remedial accounts." Thesis, 2007. http://hdl.handle.net/2152/3194.
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Failures are common in business and lead to negative repercussions for organizations. However, through the use of explanations, firms can diminish the negative consequences of their failures. Unfortunately, researchers do not have a clear idea about why one type of explanation is better than another. The current study examined organizational explanations (including excuses, justifications, and apologies) to determine which components of these explanations work to make a difference in consumer satisfaction following a service or product failure. Results indicated that explanations that were considered believable, appropriate, considerate, and accepting of responsibility made a difference in the way consumers perceived organizations that failed them. Specifically, organizational communication that included these components were more likely to lead to an increased willingness to conduct business with an organization in the future, increased positive perceptions of company credibility, increased satisfaction with an organizational response, decreased perceptions of negativity about the failure episode, and decreased perceptions of company control over a failure than communication that did not include these components. Additionally, results showed that excuses, justifications, and apologies also functioned independently of believability, appropriateness, consideration, and responsibility to influence consumers' perceptions of their organizations. The presence of excuses led to lower perceptions of company control and higher perceptions of negativity about a failure episode. The presence of justifications led to lower perceptions of negativity and the presence of apologies led to increased perceptions of negativity. These results combined with the results from the hypotheses suggest that the hypothesized components of explanations and the form of explanations used in remedial responses both influence people's perceptions of organizations and organizational responses following complaints about a failure.text
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Patterson, Jan. "Consumers and complaints systems in health care / Jan Patterson." Thesis, 1996. http://hdl.handle.net/2440/19008.
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Bibliography: leaves 463-496.ix, 497 leaves ; 30 cm.
This thesis explores the dimensions of the actions of consumers, governments and service providers influential in contributing to the climate of reform in the health care area in Australia and the subsequent developments. There are clearly defined consumer models of complaints-handling for the health area, ascertainable from examination of the broader context of the development of the consumer movement and consumer organisations ; and specifically drawing on the common elements from the contribution of the consumer movement in health. A consumer model for complaints-handling at the local level is proposed.
Thesis (Ph.D.)--University of Adelaide, Dept. of Community Medicine, 1997?
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Donoghue, Sune. "An explanation of consumer complaint behaviour concerning performance failure of major electrical household appliances." 2007. http://upetd.up.ac.za/thesis/available/etd-06052008-171153.
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Huei-WenJang and 張惠雯. "The Analysis of Taiwan's Administrative System of Consumer Protection----A Case of Consumer Complaints on Alexander Gym Club." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/61568845761109684286.
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碩士國立成功大學
政治經濟學研究所
98
Abstract The Taiwan official consumer protects administrative the milestone, opened three reads in January 11, 1994 after the Legislative Yuan through 'consumer protection method', the comprehensive survey consumer protects research the administrative, research the consumer protection method and the correlation law, but Taiwan nowadays the level of living promotion, the social progress prospers, the populace lived the good demand besides the basic food clothes, relatively nurtured, the happy demand consumer behavior also year by year increases, but the consumer was strange to the new form gymnasium consumer behavior, the author wanted from the Alexander gymnasium expense dispute forming process, the discussion expense dispute and the consumer protects the administrative system the interaction relations with to implicate. The system is important, the consumer protects entrusts with the consumer to protect the administrative organ to shoulder “promotes the national to expend the life security, promotes the national expends the life quality” mission, whether can protect the laws and regulations firmly by the present consumer to settle the construction consumer to protect the administration to achieve smoothly? Whether there is revises necessity? Therefore analyzes consciousness the Taiwan consumer rights and interests protection because of the discussion to gain ground, the consumer protects the administrative system the background history, the authority and the structure evolution, also understood the world the tidal current and the various countries' consumer protect the administrative system, understood the Taiwan consumer protects the system and other national similarities and differences.Next, and understood the gymnasium expense dispute, the Alexander gymnasium protects importance of the administrative system operation to the Taiwan consumer, as well as the Taiwan consumer protects the administrative system operation to process question of the gymnasium expense environment and the dispute, by then the analysis system standard and the practice situation, understood the consumer protects the administrative organ function of and the duty improvement of and the suggestion direction the system. This article begins longitudinally from the historical vein, the consumer rights and interests, the consumer protect the movement, the consumer protection method system, the gymnasium industry origin, the development emphatically, is advantageous in sees the consumer to protect the origin and the environment which the system forms; Also from the social structure change and the interaction analysis crosswise analysis, understood each consumer protects the administrative organ facing the gymnasium expense dispute interaction relations, vicissitude of the system conducives toward favor various structures internal interaction relations, and is advantageous to the grasping structure influence, by this cross section inspect the consumer protects the administrative system in each different expense environment time, each consumer protects between the administrative organ to interact the pattern and the relations, also therefore may the further understand the consumer will protect the administrative organ system the achievements and the future revision direction. Chinese and English key words: The consumer protects, Alexander, the system principle
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"Consumer lament: An ethnographic study on consumption, needs, and everyday complaints in postsocialist Bulgaria." HARVARD UNIVERSITY, 2007. http://pqdtopen.proquest.com/#viewpdf?dispub=3251250.
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Gounder, Deenan. "Managing customer queries in outsourced telecommunication contact centres." Diss., 2014. http://hdl.handle.net/10500/13868.
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Call centres have been described as an enabling resource for enhanced customer service, as a cost saving strategy, and a combination of both. Call centres are people intensive, resource demanding environments with complex management challenges. The call centre industry is growing rapidly and South Africa is fast becoming a desired destination for outsourced call centres. The purpose of this study is to explore the perceptions of outsourced call centre management specifically regarding their roles and challenges experienced when executing their daily activities. This study contributes to the understanding of the challenges outsourced call centre managers encounter and provide suggestions to help address major challenges faced in relation to effective call centre management.
The methodology used was of a qualitative nature as data was gathered through semi-structured interviews. Inductive reasoning was applied in this study. The call centre managers were purposively selected for the study based on their experience within the industry. The data gathered was transcribed, coded and organised into themes, categories and sub-categories.
The study had five objectives and once analysed the following results were obtained: profiles of call centre management was determined, people management surfaced as a major challenge for call centre managers, numerous strategies are in place to deal with challenges, however they are limited due to company policies, cost efficiency was not the main reason organisations outsource their call centres and finally call centre managers perceive their roles to be the overall responsibility of the call centre, its employees and performance.
The results revealed that scientific management principles and continuous improvement are major focus areas within the call centre environment. This is mainly driven by the fact that outsourced call centres have contractual obligations that need to be met otherwise they face financial penalties. The findings also revealed that being a manager in an outsourced call centre today is a dynamic and challenging task with many pressures both internally and externally. The study recommends that outsourced call centre managers be empowered and supported by the relevant support divisions as they assume a great responsibility while operating in a dynamic environment and they play a pivotal role in ensuring the success of outsourced call centres. The main limitation of this study is that it relies on outsourced contact centres situated in the Gauteng area that only services one telecommunication organisations customer queries limiting the ability to generalise to other populations.Business Management
M. Tech. (Business Administration)
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Ting, Chih-Jung, and 丁誌榮. "Using ARIMA and Soft Computing Approaches to Predict the Volume of Consumer Complaints for Five Telecommunications Corporations in Taiwan." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/93500824731551636324.
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碩士輔仁大學
統計資訊學系應用統計碩士在職專班
105
A flourishing telecommunications industry in Taiwan contributes positively to the income of the Treasury Department. After the deregulation of the telecommunications industry in Taiwan, privately-run telecommunications companies have sprung up in the market. As a result of the fierce competition, customers have grown unhappy with the signal quality, fee calculation, and service quality of the telecommunications companies and gone on to file complaints. An increase in customer complaints can lead to a higher operating cost for telecommunications companies, for example, an increase in labor cost and change of operating strategies. Hence, a research undertaking to estimate the number of complaints and determine if the labor cost invested and operating strategies need to be modified can have very meaningful contributions to telecommunications companies. The current study used the monthly statistics of customer complaints provided by the National Communications Commission, Republic of China for each of the top five telecommunications companies in Taiwan (Chunghwa Telecom, Taiwan Mobile, FarEas Tone Telecommunications, Taiwan Star Telecom,and Asia Pacific Telecom) to create predictive models, employing the autoregressive integrated moving average (ARIMA) and soft computing methods. The soft computing methods used included artificial neural network (ANN), support vector regression (SVR), and multivariate adaptive regression splines (MARS). This study used mean absolute percentage error (MAPE) to compare the degree of accuracy of each predictive model. The study results showed that the predictive model based on ARIMA was more accurate than those based on ANN, SVR, and MARS.
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Vilapakkam, Nagarajan Karthik. "Customer service and complaints handling practices of the Internet industry in Australia : an institutional perspective." Thesis, 2014. http://handle.uws.edu.au:8081/1959.7/uws:31707.
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Rapid technological changes and strong rates of service growth in the Internet industry call for development of responsive and sustainable consumer protection policies that deliver desirable outcomes to Internet customers. Internet Service Providers (ISPs) in Australia are faced with numerous challenges in meeting customer service expectations. Careful critique and examination of academic literature identified customer service (CS) and complaints handling (CH) as the top two Internet service issues discussed in the context of poor performance of ISPs. The ability of the co-regulatory Telecommunications Consumer Protection (TCP) code to deal with emerging and new CS issues is important for ensuring consistent CS performance. Although ISPs operate as a part of a complex interdependent social, economic and political network, little research has been carried out on the institutional pressures that operate in the ISP industry and their influence on the CS/CH practices of very large ISPs (vLISPs). Studying institutional pressures is important to understand how and why vLISPs respond to institutional pressures, and to identify central actors who influence the CS/CH practices of vLISPs and inform future CS policy formulations. This PhD study examines the institutional influences on the CS and CH practices of the vLISPs in Australia using neo-institutional theory. Qualitative research using semi-structured interviews with senior executives from vLISP stakeholder organizations was conducted. The data was analyzed using thematic analysis and ideas from grounded theory.
The study found that the CS and CH practices of vLISPs are institutionally derived practices. The institutional pressures in the form of regulatory pressures (imposed through the regulator’s enforcement actions and inquiry recommendations), normative pressures (evidenced through the industry association’s effort to focus on development of standardized CS practices), mimetic pressures (under-performing ISPs mimicking practices of successful ISP’s CS practices) and customer pressures (customers voicing their concerns to the regulator and the consumer association) had a potent conforming influence on the CS/CH practices of the top four vLISPs. The intensification and interplay between these institutional pressures led to an increased degree of inter-organizational collaboration between the top four vLISPs and external stakeholders that created inter-organizational linkages that did not exist before. The frequent and fateful interactions between the institutional actors of the vLISP industry resulted in significant changes to that industry’s CS/CH practices. The deep interactions, embedded collaboration and information exchange between the institutional actors of the vLISP industry have led to the emergence of Organizational Fields. It is argued in this thesis that there is potential for Emerging Organizational Fields to mature over time and inform future CS/CH practices.
This thesis brings bodies of literature together and makes a contribution to the organizational studies literature by highlighting the importance of understanding the institutional influences on vLISP industry practices and identifying potential avenues for further research.