It is important for clothing retailers to be aware of customer complaint behaviour, and to take
such complaints seriously when they occur, since service failures within the highly
competitive clothing retail industry are inevitable. Given that the resolution of a customer
complaint is critical, in order to restore customer satisfaction, retailers are providing
customers with a variety of complaint channels, such as online complaining. Due to the
limited literature and research available, the purpose of this study was to determine the
interrelationships between the constructs attitude towards complaining, service failure
severity, online complaint intention, and the strength of service recovery expectation. Nonprobability
sampling – in the form of quota and convenience sampling – was used to collect
the data from 397 clothing retail customers residing in Gauteng. Results of the structural
equation modelling indicate that respondents’ perceptions of the severity of the service
failure experienced significantly and positively influence their strength of service recovery
expectations, while no further significant positive influences were uncovered between any of
the other constructs, including online complaint intention, as hypothesised in the proposed
model for the study.
Sewdass, Nisha(University of Pretoria, 2009-10-08)
Competitive Intelligence (CI) has become increasingly important for organisations in the private sector, or profit-making organisations, because the level and intensity of competition has increased in recent years. This ...
Conry, Jennifer Robyn(University of Pretoria, 2007-04-17)
This research study examined mothers’ experiences of gaining access to services following the death of a baby through stillbirth or a neonatal death. An exploratory research design was used to conduct applied research into ...
Landman, Liezel(University of Pretoria, 2006-10-04)
South African welfare policies and social problems dictate social service rendering in South Africa. Social workers are involved in various service delivery interventions of which community development (macro focus) and ...