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Complaint, patience, and neglect: responses to a dissatisfying service experience

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  • Heejung Ro

Abstract

This study examines the responses of complainers and non-complainers after a service failure in the auto repair and medical service contexts. In particular, this study focuses on differentiating the two types of dissatisfaction responses of non-complainers, patience and neglect, from complaint. The results, based on a survey of 230 respondents, indicate that attitudes toward complaining and emotional bonding differentiate neglect from complaint, and the criticality of the service failure differentiates patience from complaint. The findings suggest that patience customers have higher return intentions than neglect customers, and as high as those of complainers with satisfying service recoveries. Copyright Springer-Verlag Berlin Heidelberg 2014

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  • Heejung Ro, 2014. "Complaint, patience, and neglect: responses to a dissatisfying service experience," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 197-216, June.
    • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:2:p:197-216
    DOI: 10.1007/s11628-013-0193-y
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    Cited by:

    1. Mark Ojeme & Ogechi Adeola, 2023. "The relationship between business and bank: the role of perceived injustice in complaint behaviour," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 396-409, June.
    2. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
    3. WeiWei Chen & Hsiao-Ching Lee, 2018. "How to explain service failure? Impacts of justifications," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 331-356, June.
    4. Millissa F. Y. Cheung & W. M. To, 2017. "The effect of organizational responses to service failures on customer satisfaction perception," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 767-784, December.
    5. Sabbaghi, Mostafa & Cade, Willie & Behdad, Sara & Bisantz, Ann M., 2017. "The current status of the consumer electronics repair industry in the U.S.: A survey-based study," Resources, Conservation & Recycling, Elsevier, vol. 116(C), pages 137-151.
    6. Jianjun Deng & Tsingan Li & Jingya Wang & Ruiping Zhang, 2020. "Optimistically Accepting Suffering Boosts Happiness: Associations Between Buddhism Patience, Selflessness, and Subjective Authentic-Durable Happiness," Journal of Happiness Studies, Springer, vol. 21(1), pages 223-240, January.
    7. Prabhjot Kaur & Sanjeev Kumar Sharma, 2015. "A Measure of Consumer Complaining Behaviour in Service Industry," Paradigm, , vol. 19(1), pages 37-51, June.
    8. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.

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