What makes customers discontent with service providers? : an empirical analysis of complaint handling in information and communication technology services

Pao Yue-kong Library Electronic Theses Database

What makes customers discontent with service providers? : an empirical analysis of complaint handling in information and communication technology services

 

Author: Chan, Chung-yee Hubert
Title: What makes customers discontent with service providers? : an empirical analysis of complaint handling in information and communication technology services
Degree: D.B.A.
Year: 2008
Subject: Hong Kong Polytechnic University -- Dissertations.
Consumer complaints.
Fairness.
Electronic data processing departments.
Department: Graduate School of Business
Pages: x, 248 leaves : ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2240597
URI: http://theses.lib.polyu.edu.hk/handle/200/4184
Abstract: The effectiveness of complaint handling and service recovery policies in customer retention has been the focus of both scholars and service organizations. In the past decade, Justice Theory has provided the basis of the dominant theoretical framework for complaint management and service recovery. However, it does not explicitly address unfair trade practices, which constitute an ethical issue. Favorable outcomes in complaint handling may not be able to restore the reputation of a company and the potential harm perceived by consumers. Using face-to-face interviews, this study applies Fairness Theory to explore the psychological responses of consumers in the post-complaint phase, particularly in ethical judgment. The findings suggest that an unfavorable outcome in the post-complaint stage leads to counterfactual thinking by the consumer about the consumer's state of well-being. The complaint must be due to the discretionary actions of the service provider whose accountability is assessed. Those harmful actions are then judged against an ethical standard. Explanations can reduce blame, and their effectiveness is moderated by outcome favorabiliry but not ethical judgment. Favorable outcome, captured by "Would Perception," has only limited influence on Perceived Potential Harm, which is an important determinant of ethical judgment. This study makes both theoretical and practical contributions. It is the first study to validate Fairness Theory empirically and apply it to complaint handling as a complement of Justice Theory in the Information and Communication Technology (ICT) service context The study indicates that customers may condemn a service provider because of Perceived Potential Harm even though the outcome is favorable. Unfair trade practices are what make customers discontent with ICT service providers.

Files in this item

Files Size Format
b22405975.pdf 3.961Mb PDF
Copyright Undertaking
As a bona fide Library user, I declare that:
  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
  3. I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.

     

Quick Search

Browse

More Information