IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v38y2018i15-16p1095-1115.html
   My bibliography  Save this article

The impacts of complaint efforts on customer satisfaction and loyalty

Author

Listed:
  • Ruiying Cai
  • Christina Geng-Qing Chi

Abstract

This study identifies the depth structure of customer complaint efforts and investigates the roles of each dimension in the structural relations with customer satisfaction and loyalty. Three dimensions of customer complaint efforts were identified, procedural effort, cognitive effort, and affective effort in the restaurant context. This study uses two subsamples to develop and validate the proposed three-dimension customer complaint efforts scale. Exploratory factor analysis was conducted on the first subsample of 211 participants. Confirmatory factor analysis and structural equation modeling were applied on the second subsample of 328 participants. It is found that customers’ physical/procedural and cognitive efforts exerted during the complaint resolution process compound their affective efforts, which further reduce customer satisfaction with the complaint process and erode customer behavioral and attitudinal loyalty. This study bridges the research gap gaps and provides managerial implications to help reduce customer complaint efforts and ensure positive customer behaviors.

Suggested Citation

  • Ruiying Cai & Christina Geng-Qing Chi, 2018. "The impacts of complaint efforts on customer satisfaction and loyalty," The Service Industries Journal, Taylor & Francis Journals, vol. 38(15-16), pages 1095-1115, December.
  • Handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1095-1115
    DOI: 10.1080/02642069.2018.1429415
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2018.1429415
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/02642069.2018.1429415?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mohita Maggon & Harish Chaudhry, 2018. "Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers," FIIB Business Review, , vol. 7(1), pages 57-65, March.
    2. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    3. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
    4. António Cardoso & Marx Gabriel & Jorge Figueiredo & Isabel Oliveira & Reiville Rêgo & Rui Silva & Márcio Oliveira & Galvão Meirinhos, 2022. "Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil," JOItmC, MDPI, vol. 8(3), pages 1-15, June.
    5. Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
    6. Shahzad, Arfan & Yaqub, Rana Muhammad Shahid & Di Vaio, Assunta & Hassan, Rohail, 2021. "Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector," Utilities Policy, Elsevier, vol. 70(C).
    7. Cho, Heetae & Chi, Christina & Chiu, Weisheng, 2020. "Understanding sustained usage of health and fitness apps: Incorporating the technology acceptance model with the investment model," Technology in Society, Elsevier, vol. 63(C).
    8. António Cardoso & Augustė Paulauskaitė & Hajar Hachki & Jorge Figueiredo & Isabel Oliveira & Reiville Rêgo & Rui Silva & Galvão Meirinhos, 2022. "Analysis of the Impact of Airbnb Brand Personality on Consumer Involvement and Institutional Trust," JOItmC, MDPI, vol. 8(3), pages 1-16, June.
    9. Lee, Tingko & Sam Liu, Chih-Hsing & Li, Pei-Hsun, 2021. "The influences of cooperative climate, competitive climate and customer empowerment on service creativity," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:38:y:2018:i:15-16:p:1095-1115. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.