An asymmetric configural model approach for understanding complainer emotions and loyalty

Date

2016-09-01

Author

TARI KASNAKOĞLU, BERNA
Yılmaz, Cengiz
VARNALI, KAAN

Metadata

Show full item record

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Item Usage Stats

181
views

0
downloads

Few works emphasize the emotional nature of customer complaint behavior, and those that do so fodis largely on negativity. The idea that specific emotions might lead to idiosyncratic reactions and that in some cases positive emotions may also-be aroused during the complaint experience has been largely neglected. The study explores this issue by identifying specific emotions experienced by complainers and then relating them to resulting complainer loyalty levels, separately under conditions where the outcomes of the complaint process is evaluated favorably versus unfavorably. Complaint texts posted on a well-known website are content analyzed and six types of emotions (hopeful, puzzled, recessive, befooled, offended, and hypersensitive), three types of texting styles (general, specific, and threatening), and five types of complainer concerns (financial, technical, psychological, social, and physical) are identified via content analyses. Configural analyses reveal 33 combination paths of these antecedent conditions for complainer loyalty and 65 different combinations for disloyalty. Results suggest that the specific emotions approach potentially explains more about complaining customer behavior compared to the more general valence-based approach, and that post-complaint loyalty depends considerably on complainer emotions, concerns, and texting styles experienced and expressed during the complaint process.

Subject Keywords

Complainer emotions, Customer complaint behavior, CCB, Complaint management, Complexity theory, FsQCA

URI

https://hdl.handle.net/11511/46293

Journal

JOURNAL OF BUSINESS RESEARCH

DOI

https://doi.org/10.1016/j.jbusres.2016.03.027

Collections

Department of Business Administration, Article

Suggestions

OpenMETU
Core

An exploration of the relationship between readiness for change and organizational trust in Turkish public schools Zayim, Merve; Kondakçı, Yaşar (SAGE Publications, 2015-07-01) Readiness for change is one of the constructs that fosters positive behaviours, attitudes and thinking towards new adjustments on the part of employees. As one of the internal context variables, trust acts as a catalyst for supportive behaviours in times of change and uncertainty by reducing change related resistance and stress. Based on this understanding, this study explores the predictive value of organizational trust for cognitive, emotional and intentional readiness for change among a group of primary ...
A hybrid approach for predicting customers' individual purchase behavior Peker, Serhat; Koçyiğit, Altan; Eren, Pekin Erhan (2017-01-01) Purpose - Predicting customers' purchase behaviors is a challenging task. The literature has introduced the individual-level and the segment-based predictive modeling approaches for this purpose. Each method has its own advantages and drawbacks, and performs in certain cases. The purpose of this paper is to propose a hybrid approach which predicts customers' individual purchase behaviors and reduces the limitations of these two methods by combining the advantages of them.
Analysis of critical factors affecting customer satisfaction in modular kitchen sector Özer, Semih; Şen, Tayyar; Department of Industrial Engineering (2009) This study starts with the review of the literature in customer satisfaction, customer satisfaction methods and models. After selecting a proper customer satisfaction method and model, the study conducts a survey and a questionnaire among the customers and professionals in the modular kitchen sector. The aim of the study is to analyze the factors affecting customer satisfaction and finding out the ones related with the modular kitchen sector. After applying the survey, the relations between the inputs and o...
The Relationship Between Interpersonal Problems and Driver Behaviors Özer, Özge; Öz, Bahar (null; 2017-07-14) Employee satisfaction is considered to be one of the most important drivers of quality, customer satisfaction and productivity. In this study we investigate an important driver of employee satisfaction. We argue that interpersonal trust ( trust in management and trust in peers) strongly influences employee satisfaction and, as a consequence, employee loyalty. To test the relationships between these constructs we measured trust in management and trust in peers, satisfaction and loyalty of employees of an Aus...
The Effects of psychological capital and social capital on nurses’ work engagement and burnout El, İsmail; Toker, Yonca; Department of Psychology (2019) In today’s challenging business world, for human resources management and organizations, dealing with work engagement and burnout have always been a challenging task regarding their positive and negative outcomes to the organization. Besides, the occupational context of health sector is mostly regarded as stress-filled (Tennant, 2001). In order to deliver a high quality healthcare service, organizations need to develop and boost the staff’s intrapersonal and social resources so as to make them more engaged ...

Citation Formats

B. TARI KASNAKOĞLU, C. Yılmaz, and K. VARNALI, “An asymmetric configural model approach for understanding complainer emotions and loyalty,” JOURNAL OF BUSINESS RESEARCH, pp. 3659–3672, 2016, Accessed: 00, 2020. [Online]. Available: https://hdl.handle.net/11511/46293.