Determinants of switching intention in the electricity markets - An integrated structural model approach

This study adopts an integrated approach and combines the theory of planned behavior and push-pull theory to unpack the antecedents of customer switching intention in a contextual setting (Western Australia) that has a regulated electricity market. Partial least squares structural equation modeling was used to analyze data from a survey of 405 retail electricity consumers, which reveals that perceived relative price, electronic word-of-mouth, customer-based reputation of a service provider, past switching experience, and subjective norms significantly influence attitude toward switching and switching intention. Our findings contribute to the literature on retail electricity markets by showing the importance of customer-based reputation and positive electronic word-of-mouth in shaping consumers’ attitude and intention toward switching their electricity providers. The results also provide insights for electricity retailers to design better offerings and control customer switching.     

The antecedents of complaint behaviour for Brazilian and French consumers of services

Using a cross‐cultural approach, this study investigates customer satisfaction after a service failure and recovery experience, considering (i) the influence of perceived justice on satisfaction; (ii) the impact of satisfaction on consumer repurchasing and complaint intentions; (iii) the moderating role of the customer cultural orientation; and (iv) the relevance of contextual variables. Based on a survey of 298 consumers from Brazil and France, the results indicated that (i) distributive and interactional justice influenced satisfaction; (ii) satisfaction was a significant predictor of repurchase intentions; (iii) satisfaction influenced third‐party, private and voice responses; and (iv) the level of the customer relationship, the severity of the failure and the responsiveness of the firm were significant contextual variables. Moreover, the individual‐level analysis suggested that only power distance cultural orientation was a significant moderator.     

Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe

ABSTRACT

Understanding gender-related nuances connected to customer complaining behavior in a valuable market segment in a low-income economy is strategically important to customer relationship management practitioners in the hospitality industry. Using customer complaining behavior taxonomies and Eagly’s social role theory, this quantitative study examines how selected demographic variables, attitude toward complaining, customer loyalty, and likelihood of success affect the verbal complaining behavior of a sample of college students in Zimbabwe in restaurants contexts. The findings revealed that all the proposed predictors had statistically significant effects on voiced complaining. In addition, the gender variable moderated the influence of the non-demographic predictors. Interestingly, the likelihood of success variable had a negative influence on the respondents’ propensity to complain verbally. Based on this evidence, it is concluded that gender is integral to how college students react to service failure in restaurant environments. Consequently, marketers of related services should implement customized gender-sensitive customer complaint handling and service recovery strategies.     

The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics

What is so different about executing service failure recovery in an online environment as in e-tailing?Answering this, the present research points out to the need of considering e-tailing's natural propensity to foster multiple avenues of service failures which are either logistical or non-logistical in nature. Furthermore, given the distant location of the product, e-tailer, and the buyer, e-tailing is posed with risks of ethical transgressions. Therefore, by contextualizing on an Indian e-tailing scenario, we explore how service failure recovery in this challenging setting could be shaped. Justice building failure mitigation strategies such as response speed and compensation emerge to improve recovery efforts, however, apology seems to not work well in establishing justice to drive service failure recovery. Interestingly, an e-tailer's watchfulness toward the strengthening of its online ethics synergistically redeems recovery satisfaction, customer forgiveness, and positive word-of-mouth for the grieving consumer. This synergy can further mitigate the adverse impacts of service failure severity on recovery outcomes. Yet, a consumer having faced a severe service failure instance can have reservations in spreading positive word-of-mouth despite forgiving. Lastly, when considering logistical vs. non-logistical service failure typologies, the synergistic influence of e-tailing ethics and justice over recovery satisfaction becomes very strong in the case of non-logistical service failures.     

Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

This paper proposes a model of the effects of perceived justice on customer satisfaction and intent following a service or product failure and a recovery attempt. We tested the model using two field studies that captured customer perceptions over time, and the results largely support the model’s path estimates and explanatory power. Study One also supports the hypothesis that procedural and interactional justice are more influential in forming overall firm satisfaction than distributive justice. As hypothesized, satisfaction with recovery was a stronger predictor of the likelihood of spreading positive word-of-mouth (WOM intent) than overall firm satisfaction, and overall firm satisfaction was a stronger predictor of purchase intent than satisfaction with recovery. The results also suggest that satisfaction partially mediates the effects of justice on WOM intent and purchase intent. Finally, we draw on the findings of this study to offer implications for service recovery researchers and managers.     

The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery

Customers complain because they want to be treated fairly by the company when a service failure occurs. The role of perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view is mostly adopted in previous literature. We argue that satisfaction is cumulative and both prior satisfaction and post-recovery satisfaction should be looked at in relation to complaint justice in the context of service recovery. This study attempts to fill the gap by investigating the mediating role of justice in the relationship between prior satisfaction and post-recovery satisfaction (both with the recovery and with the organization) and examining the mediating role of post-recovery satisfaction in the relationship between the dimensions of justice and customer retention. Hypotheses were tested using a sample of 200 customers that had service failure experience at Chinese restaurants in Hong Kong. Justice dimensions (distributive justice, procedural justice, and interactional justice) were found to fully mediate the relationship between prior satisfaction and satisfaction with recovery. All dimensions, except the interactional justice, were also found to be partial mediators in the relationship between prior satisfaction and post-recovery satisfaction with organization. Findings also revealed the mediating roles of two post-recovery satisfaction variables in transferring the justice dimensions into behavioral intention, with the two variables playing almost opposite roles. Discussion and recommendations are provided for future development and improvement in building long-term relationship with customers.     

The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioral intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modeling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioral intention.     

Examining the impact of service robot communication styles on customer intimacy following service failure

With the growing use of robots in the service industry, service failures have increased. This study applies the Communication Accommodation Theory to examine how robot employees' communication style can foster perceived intimacy, reducing customer anger and negative word-of-mouth. The study also tests if this relationship varies based on failure severity. Results show that an informal communication style significantly reduces negative word-of-mouth through intimacy, but only for low severity failures. These findings offer valuable insights for service providers using robots, emphasizing the need to adapt communication styles based on failure severity to effectively manage negative customer experiences.     

From disconfirmation to switching: an empirical investigation of switching intentions after service failure and recovery

This research proposes and empirically tests a customer switching intentions model from a disconfirmation perspective in a service failure and recovery context. Specifically, the research examines how initial (discrepancy between service failure expectation and service performance) and recovery (discrepancy between recovery expectation and recovery performance) disconfirmations influence satisfaction when a service failure occurs and a recovery offer is given, and subsequently impact switching intentions. The results support the hypotheses that both initial and recovery disconfirmations influence switching intentions via satisfaction. In addition, switching costs directly influence switching intentions and also moderate the effect of satisfaction on switching intentions.     

The effect of organizational responses to service failures on customer satisfaction perception

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement of and prompt action to fix service failures were positively linked to perceived justice, which in turn affects recovery satisfaction. Moreover, customer relation orientation moderated the relationship between acknowledgement of service failure and justice perceptions of service recovery, while customer task orientation moderated the relationship between prompt action for service recovery and justice perceptions of that recovery.     

Balancing the scales: recovering from service failures depends on the psychological distance of consumers

The purpose of this research is to enhance knowledge about service recovery by investigating the feelings of psychological distance in the relationship between customers' perceptions of service recovery efforts of the perceived justice dimensions (distributive, procedural, and interactional justice) and attitudinal responses such as satisfaction with service recovery effort and trust in the firm. The results of structural equation modelling analyses suggested that consumers who had positive justice perceptions were likely to exhibit positive attitudinal responses. Consequently, the positive attitudinal responses generated positive word-of-mouth intention about their experiences and encouraged them to continue the service.     

Understanding the psychological process underlying customer satisfaction and retention in a relational service

This paper reexamines the psychological process underlying the relationship between customer satisfaction and customer retention in a relational service context. It is based on a composite model of the attitude-behavior relation, which takes both attitude toward target and attitude toward behavior into account. Data were collected from a survey with a sample of 209 clients from a major credit counseling organization in the USA. Account data indicating those clients' actual retention behavior were matched with the survey data. A two-step structural equation modeling (SEM) procedure was employed to establish the construct validity and test the hypotheses. The results revealed that the effect of customer satisfaction on retention is mediated by the more proximal determinants of the actual retention behavior. Specifically, customer satisfaction has both direct and indirect effects on customers' attitudes toward remaining in the Debt Management Program (DMP), which is the proximal predictor of customer retention. In addition, satisfaction alone cannot guarantee customer retention. Customers' perceived behavioral control exerts direct effects on their intention to remain and retention.     

服务行业顾客重购意向的影响因素及其相互关系研究

本文探讨了转换壁垒、顾客感知价值、顾客满意对顾客重购意向的影响作用及其相互关系。以理发行业为研究对象,通过发放问卷收集数据,并运用结构方程分析软件进行了实证性检验,结果发现:顾客满意和顾客感知价值都对顾客重购意向具有直接显著影响;转换壁垒的不同维度对顾客重购意向的影响不同,社会利益对顾客重购意向产生积极的影响作用,转换成本不能增加顾客价值和顾客满意,但会对顾客产生锁定作用。对企业来说,管理者可以增加顾客满意和顾客感知价值来增加顾客重购意向,也可以通过提高顾客对转换壁垒的感知,从而对顾客起到锁定作用。     

Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers

As online shopping is growing, the probability of service failure is increasing, too. Therefore, online retailers need to employ particular recovery strategies in online setting. Online shopping relies more on information and communication rather than traditional shopping. In addition, involving consumers in co-recovery procedure triggers them to perceive post-recovery satisfaction higher than usual, hence, resulting enhancement behavioral intentions (i.e. positive word-of-mouth, repurchase intention, loyalty, intention to future co-creation). While recent researches in online shopping did not examine the impact of informational justice and co-recovery, this study aims to investigate the influence of four justice dimensions (e.g. distributive, procedural, interactional and informational) by mediating role on involvement on post-recovery satisfaction. Thus, a scenario-based, between-subjects experiment was performed to reduce extreme memories and biases of the subject matter. A sample of 278 Iranian online shoppers from two shopping websites (i.e. Digikala and Bamilo) was employed to analyze data. Covariance-Based Structural Equation Modeling (CB-SEM) was employed to analyze data. First, the measurement model was performed to check validity and reliability of the constructs involved in the conceptual framework. Then, proposed hypotheses were tested using structural model. Results show that justice dimensions are positively associated with post-recovery satisfaction. Also, it is confirmed that involvement is mediator between justice dimensions and satisfaction, which means customers participation in recovery procedure is necessary in online post-recovery assessment. These findings also suggest that informational justice should be consider as a crucial factor in online shopping, particularly online recovery. Results suggest that managers should be generous to share information with customers and explain them what is the reason of failure, in detail. Finally, post-recovery satisfaction is positively related to behavioral intentions such as positive word of mouth, loyalty; repurchase intention and future co-creation tendency.     

Examining Public Hospital Service Failure: The Influence of Service Failure Type,Service Expectations,and Attribution on Consumer Response

This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3?×?2?×?2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of-mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications.     

消费者重购意向形成影响因素与作用机制研究

维系老顾客,满足顾客的期望,不断增加顾客的重购行为对企业提高市场竞争力具有非常重要的意义。顾客满意、顾客的品牌偏好、顾客的多样化追求倾向、替代品的吸引力和顾客感知的转换壁垒是影响顾客重购的主要因素。同时,在此基础上模仿了电子技术中的并联回路,建立了影响因素的作用机制模型。     

Perceived product necessity,perceived value,customer satisfaction and affective attitude: an integrative model

ABSTRACT

Inter-relationships among perceived product necessity, perceived value, customer satisfaction and affective attitude are examined in Harare, Zimbabwe using structural equation modelling. The study provides evidence that perceived product necessity, perceived value and customer satisfaction each positively influences affective attitude. The findings also show that perceived product necessity has a positive effect on perceived value while perceived value has a positive effect on customer satisfaction. Lastly, the study reveals that perceived product necessity does not influence customer satisfaction. The research has implications for theory, managers and future researchers.     

Antecedents of intention to use CUSS system: moderating effects of self-efficacy

The current research attempts to examine the antecedent factors of personal innovativeness, switching costs, and switching barriers affecting flight passengers’ attitude toward the common-use self-service (CUSS) usage which in turn affects their behavioral intention. This research also tests the moderating effect of self-efficacy on the relationships between the antecedents and attitude toward CUSS usage. The results from a survey of 523 respondents from the Taiwanese Taoyuan International Airport indicate that the antecedent factors of personal innovativeness and switching barriers have positive and negative influences, respectively on attitude toward CUSS usage which in turn positively affects the behavioral intention. In addition, self-efficacy plays an important moderating role on the relationships between switching barriers and switching costs on attitude toward CUSS usage. In this article, personal innovativeness is investigated on affecting consumer behavior in the acceptance of IT related innovations. Implications for future research are discussed and limitations noted.     

Examining the casual relationship among service recovery,perceived justice,perceived risk,and customer value in the hotel industry

This study elucidates the causal relationships between service recovery, perceived justice, perceived risk, and customer value. Data were collected by questionnaires validated for reliability and validity. The findings were as follows: perceived justice is positively affected by service recovery, whereas perceived risk is negatively affected by perceived justice. Furthermore, perceived risk is directly and negatively affected by service recovery; perceived risk is also indirectly influenced by service recovery through perceived justice. Finally, customer value is affected by perceived risk. However, customer value is not directly related to perceived justice; customer value was found to be indirectly affected by perceived justice through perceived risk. Therefore, the path of this casual relationship is ‘service recovery, perceived justice, perceived risk then customer value’. Future studies may explore the influence of internal factors or dimensions of the forgoing variables on perceptions of customer value. In practice, hotel managers can refine the relevant service recovery approach and optimize financial investment to increase customer value.     

An integrative framework for customer switching behavior

Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context.