Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries

dc.contributor.authorPetzer, Daniël Johannes
dc.contributor.authorMostert, P.G. (Pierre)
dc.date.accessioned2017-02-07T12:58:42Z
dc.date.available2017-02-07T12:58:42Z
dc.date.issued2012
dc.descriptionThis article was co-written by P.G. Mostert before he joined the University of Pretoria.
dc.description.abstractIt is imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth communication or defecting to competitors. It is therefore in organisations’ best interests to encourage customers to complain when a service failure occurs. However, if customers do not have positive attitudes towards complaining or are not likely to complain, service organisations will not be afforded the opportunity to offer service recovery. This study aims to determine customers’ attitudes towards complaining as well as their likelihood of voicing a complaint when service failures occur with service providers in the banking, domestic airline and restaurant industries. Non-probability convenience sampling was used to collect data from 915 respondents residing in Gauteng. The results indicate that respondents have fairly positive attitudes towards complaining. Therefore, by creating appropriate channels to complain, customers will in all likelihood use these channels to do so. Significant differences were found between different customer groups pertaining to their overall attitude towards complaining as well as the likelihood of voicing a complaint. Across all three industries, customers are more likely to voice a complaint when they experience a service failure with their current service provider than with a service provider they have never used.en_ZA
dc.description.departmentMarketing Managementen_ZA
dc.description.librarianam2017en_ZA
dc.description.urihttp://www.unisa.ac.za/default.asp?Cmd=ViewContent&ContentID=22335en_ZA
dc.identifier.citationPetzer, DJ & Mostert, PG 2012, 'Attitude towards, and likelihood of, complaining in the banking, airline and restaurant industries', Southern African Business Review, vol. 16, no. 2, pp. 1-23.en_ZA
dc.identifier.issn1561-896X (print)
dc.identifier.issn1998-8125 (online)
dc.identifier.urihttp://hdl.handle.net/2263/58904
dc.language.isoenen_ZA
dc.publisherUnisa Pressen_ZA
dc.rights© Copyright. Southern African Business Review, College of Economic and Management Sciences, University of South Africa.en_ZA
dc.subjectService failuresen_ZA
dc.subjectService recoveryen_ZA
dc.subjectCustomer complaint behaviour (CCB)en_ZA
dc.subjectAttitude towards complainingen_ZA
dc.subjectLikelihood of voicing a complainten_ZA
dc.subjectBankingen_ZA
dc.subjectDomestic airlinesen_ZA
dc.subjectResturanten_ZA
dc.titleAttitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industriesen_ZA
dc.typeArticleen_ZA

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