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05.09.2015 | Empirical article

Can complaint-handling efforts promote customer engagement?

verfasst von: Jesús Cambra-Fierro, Iguácel Melero-Polo, F. Javier Sese

Erschienen in: Service Business | Ausgabe 4/2016

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Abstract

This study aims to fill an important research gap in customer management, namely, the extent to which customer engagement arises as a consequence of an effective complaint-handling strategy. In tackling this question, we offer new insights into service research that may help researchers and managers better understand customer non-transactional behaviors to complaint-handling actions. To test the conceptual framework, we employ self-reported information from a sample of customers who have experienced a service failure in the financial services industry. Findings show that complaint handling will increase not only customer satisfaction with the complaint-handling process but also customer engagement. Satisfaction also plays a mediating effect. Therefore, in the event of a service failure, a proper management of the problem will lead to more engaged customers.

Vorheriger Artikel Tourists’ participation and preference-related belief in co-creating value of experience: a nature-based perspective

Nächster Artikel A service innovation framework for start-up firms by integrating service experience engineering approach and capability maturity model

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Titel: Can complaint-handling efforts promote customer engagement?
verfasst von: Jesús Cambra-Fierro
Iguácel Melero-Polo
F. Javier Sese
Publikationsdatum: 05.09.2015
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 4/2016
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-015-0295-9

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