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Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries
Southern African Business Review
View Archive Info| Field | Value | |
| Title |
Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries
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| Creator |
Petzer, DJ
Mostert, PG |
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| Subject |
services failure, service recovery, customer complaint behaviour (CCB ), attitude towards complaining, likelihood of voicing a complaint, banking, domestic airlines, restaurants
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| Description |
It is imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth communication or defecting to competitors. It is therefore in organisations’ best interests to encourage customers to complain when a service failure occurs. However, if customers do not have positive attitudes towards complaining or are not likely to complain, service organisations will not be afforded the opportunity to offer service recovery. This study aims to determine customers’ attitudes towards complaining aswell as their likelihood of voicing a complaint when service failures occur with service providers in the banking, domestic airline and restaurant industries. Non-probability convenience sampling was used to collect data from 915 respondents residing in Gauteng. The results indicate that respondents have fairly positive attitudes towards complaining. Therefore, by creating appropriate channels to complain, customers will in all likelihood use these channels to do so. Significant differences were found between different customer groups pertaining to their overall attitude towards complaining as well as the likelihood of voicing a complaint. Across all three industries, customers are more likely to voice a complaint when they experience a service failure with their current service provider thanwith a service provider they have never used.Key words: services failure, service recovery, customer complaint behaviour (CCB ), attitude towards complaining, likelihood of voicing a complaint, banking, domestic airlines, restaurants
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| Publisher |
College of Economic and Management Sciences (UNISA)
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| Contributor |
—
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| Date |
2013-02-15
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://www.ajol.info/index.php/sabr/article/view/85459
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| Source |
Southern African Business Review; Vol 16, No 2 (2012); 1-23
1998-8125 1561-896X |
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| Language |
eng
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| Relation |
https://www.ajol.info/index.php/sabr/article/view/85459/75390
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| Rights |
Copyright on articles is retained by the author(s). The editor and reviewers of SABR cannot accept any responsibility for the infringement of authors' rights or copyright.
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