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Article
Publication date: 1 December 2003

A.K. Singh, S. Gurunarayanan, V. Ramachandran and M. Umashankar

We have solved the two‐dimensional Poisson's equation for short‐channel device under the assumption that even in the absence of drain‐to‐source voltage (VDS), a potential occurs…

215

Abstract

We have solved the two‐dimensional Poisson's equation for short‐channel device under the assumption that even in the absence of drain‐to‐source voltage (VDS), a potential occurs at the edges (source/drain) due to discontinuity at the semiconductor – channel interface in addition to built‐in‐potential. We have developed some new relations governing the operation of short‐channel devices. Analysis of relation shows that in the absence of drain‐to‐source voltage (or for very low drain‐to‐source voltage), the position of minimum potential will occur exactly at the middle of the channel. The short‐channel effect is not only observed due to applied drain‐to‐source voltage, but also due to edge potential when no bias is applied between drain and source.

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Microelectronics International, vol. 20 no. 3
Type: Research Article
ISSN: 1356-5362

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Publication date: 1 March 2022

Müjde Aksoy and Özer Yilmaz

IntroductionIn today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their

Abstract

IntroductionIn today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their activities and create customer loyalty by offering products and services that will provide customer satisfaction. One of the key elements of ensuring customer satisfaction is the effective handling of customer complaints, which is defined as the customers expressing their dissatisfaction with unmet expectations and unsatisfied needs verbally or in writing. The concept of a complaint as a response of customers’ dissatisfaction with the products and services they experience is an invaluable feedback mechanism for businesses to resolve issues relating to their products and services.

AimThe aim of this chapter is to emphasise the importance of the concept of complaint as an important part of customer relations management and an effective marketing tool for the tourism sector. As a service sub-sector, the simultaneous production and consumption of services in the tourism sector ensures customer satisfaction more than concrete products, due to their inseparable nature. For this reason, handling, evaluating and finalising customer complaints has an important function and value in providing the necessary information for tourism enterprises to become aware of their deficiencies and mistakes. Complaint management has started to play an even more critical role for the tourism industry in preventing customer losses due to dissatisfaction, especially considering the shrinkage in demand in the sector due to the COVID-19 pandemic.

MethodFirstly the concept of complaint and the importance of complaints for businesses were explained, customer complaint behaviour and the factors affecting this behaviour were examined in detail, the concept of online complaint was mentioned and the subject was evaluated in terms of tourism businesses.

ResultsWhile the effective management and resolution of complaints should be seen as a goal by every tourism business, it is vital that they understand customer complaint behaviours, the factors affecting this behaviour and how complaints should be managed in a way that will result in favour of the business.

ConclusionA complaint management process that enables customers to easily report their complaints to businesses and produces solutions as soon as possible will positively affect customer satisfaction. In this context, in order to reduce the negative effects on tourism enterprises, especially through the pandemic, business need to have clear and easy-to-access procedures, provide a quick response, show reliability and consistency in providing a solution, keeping the complainant informed of progress, have employees who can communicate with empathy and courtesy, have enough employees to deal with the situation, and adopt proactive approaches to prevent complaints rather than reducing the volume of complaints.

Originality/ValueThis research contributes to the literature in terms of complaining behaviour, examining the factors affecting this behaviour and emphasising the importance of the concept of complaints in the tourism sector. In addition, the research is important in terms of examining the contributions of an effective complaint management system in reducing the negative effects of the COVID-19 pandemic on the tourism sector, which is one of the sectors mostly affected on a global scale.

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Managing Risk and Decision Making in Times of Economic Distress, Part A
Type: Book
ISBN: 978-1-80117-427-5

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Article
Publication date: 6 October 2021

Hai-Anh Tran, Yuliya Strizhakova, Hongfei Liu and Ismail Golgeci

This paper aims to examine counterfactual thinking as a key mediator of the effects of failed recovery (vs. failed delivery) on negative electronic word-of-mouth (eWOM). The…

684

Abstract

Purpose

This paper aims to examine counterfactual thinking as a key mediator of the effects of failed recovery (vs. failed delivery) on negative electronic word-of-mouth (eWOM). The authors further investigate the effectiveness of using recovery co-creation in minimizing customers’ counterfactual thinking.

Design/methodology/approach

This research includes textual analysis of online reviews (Study 1) and three scenario-based experiments (Studies 2, 3a and 3b). In addition to using item-response scales, the authors analyze negative online reviews and participants’ open-ended responses to capture their counterfactual thinking.

Findings

Failed recovery (vs failed delivery) increases counterfactual thinking, which, in turn, increases negative eWOM. These mediating effects of counterfactual thinking are consistent across textual analyses and experimental studies, as well as across different measures of counterfactual thinking. Counterfactual thinking also impacts customer anger in experiments; however, anger alone does not explain the effects of failed recovery on negative eWOM. Counterfactual thinking can be minimized by co-created recovery, especially when it is used proactively.

Practical implications

The findings demonstrate the detrimental effects of counterfactual thinking and offer managerial insights into co-creation as a strategy to minimize customers’ counterfactual thinking. The authors also highlight the importance and ways of tracking counterfactual thinking in digital outlets.

Originality/value

The authors contribute to counterfactual thinking and service recovery research by demonstrating the effects of failed recovery on counterfactual thinking that, in turn, impacts negative eWOM and offering a novel way to measure its expression in online narratives. The authors provide guidance on how to use co-creation in the service recovery process to minimize counterfactual thinking.

Details

European Journal of Marketing, vol. 55 no. 12
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 17 July 2024

Sarah Lefebvre, Marissa Orlowski and Laura Boman

While third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on…

172

Abstract

Purpose

While third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on third-party food delivery, we explore the important questions of (1) where customers place blame in the case of service failures with third-party food delivery (i.e. the platform or the restaurant) and (2) does this depend on the type of service failure? Drawing on blame attribution theory, signaling theory, and an exploratory study, we demonstrate that customers typically perceive such mishaps to be the responsibility of the restaurant rather than the delivery platform itself. We also examine the effect of visible service failure preventative actions taken by the restaurant on blame attribution and re-order intention.

Design/methodology/approach

We conducted two online scenario-based studies to explore customer blame attribution in the case of third-party food delivery service failure. First, an exploratory study approach (NStudy1 = 512) was taken to provide additional support for the hypothesis development. An experiment (NStudy2 = 252) was then conducted to examine the hypothesized effects.

Findings

First, the results of an exploratory study demonstrate that customers attribute service failures such as wrong items, missing items, cold food, or leaking containers to restaurants over third-party food delivery platforms. Second, the results of an experimental study suggest inclusion of an observable cue indicating preventative action, such as time-stamp information indicating when an order was received and packaged for delivery, increases customer re-order intention through the underlying mechanism of blame attribution.

Originality/value

We contribute to the underexplored area of third-party food delivery service failure and to our understanding of blame attribution in service failure scenarios. Further, we demonstrate a practical method to shift the blame away from restaurants for service failures that are outside of the establishment’s control.

Details

British Food Journal, vol. 126 no. 8
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 14 July 2021

Inés López-López, Mariola Palazón and José Antonio Sánchez-Martínez

This paper analyzes the effect of company response style and complaint source on silent observers' reactions to a service failure episode vented on Twitter.

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Abstract

Purpose

This paper analyzes the effect of company response style and complaint source on silent observers' reactions to a service failure episode vented on Twitter.

Design/methodology/approach

In a 2 × 2 experimental design, company response style (personalized vs automatic) and complaint source (ordinary Twitter user vs influencer) were manipulated to test the hypotheses.

Findings

Complaint source moderates the effect of company response style on brand image, purchase intention and electronic word-of-mouth (eWOM). Thus, the authors found that a personalized response to a complaint, compared to an automatic response, leads to a more favorable brand image as well as purchase intention and eWOM intention when the complainant is an ordinary Twitter user. However, the automatic response, compared to the personalized one, is better perceived when the complainant is an influencer. The authors also found that service failure response attribution and the emotions elicited during the firm–complainant interaction mediate the previous effects.

Research limitations/implications

This paper deals with the company's initial reaction after a complaint is posted on Twitter; however, the complaint-handling process is longer, and both the customer and silent observers await a resolution. Future research could tackle subsequent stages of the process and different recovery strategies.

Practical implications

The study offers meaningful insights regarding complaint handling on Twitter and how the effectiveness of the company response style depends on the complaint source. Marketers should offer adapted personalized responses to prompt positive behavioral intentions for ordinary Twitter users, who represent prospective consumers. However, a personalized response given to an influencer may be perceived more negatively, as silent observers may interpret that the company offers such a response just because the complaint comes from a well-known person who can reach many users and not because of an honest interest in serving consumers.

Originality/value

This research focuses on the underresearched area of the impact of online complaints on silent observers, a large group of prospective consumers quietly exposed to complaints aired on Twitter. The underlying mechanisms are also identified.

Details

Journal of Research in Interactive Marketing, vol. 15 no. 4
Type: Research Article
ISSN: 2040-7122

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Article
Publication date: 9 September 2024

Andry Alamsyah, Fadiah Nadhila and Nabila Kalvina Izumi

Technology serves as a key catalyst in shaping society and the economy, significantly altering customer dynamics. Through a deep understanding of these evolving behaviors, a…

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Abstract

Purpose

Technology serves as a key catalyst in shaping society and the economy, significantly altering customer dynamics. Through a deep understanding of these evolving behaviors, a service can be tailored to address each customer's unique needs and personality. We introduce a strategy to integrate customer complaints with their personality traits, enabling responses that resonate with the customer’s unique personality.

Design/methodology/approach

We propose a strategy to incorporate customer complaints with their personality traits, enabling responses that reflect the customer’s unique personality. Our approach is twofold: firstly, we employ the customer complaints ontology (CCOntology) framework enforced with multi-class classification based on a machine learning algorithm, to classify complaints. Secondly, we leverage the personality measurement platform (PMP), powered by the big five personality model to predict customer’s personalities. We develop the framework for the Indonesian language by extracting tweets containing customer complaints directed towards Indonesia's three biggest e-commerce services.

Findings

By mapping customer complaints and their personality type, we can identify specific personality traits associated with customer dissatisfaction. Thus, personalizing how we offer the solution based on specific characteristics.

Originality/value

The research enriches the state-of-the-art personalizing service research based on captured customer behavior. Thus, our research fills the research gap in considering customer personalities. We provide comprehensive insights by aligning customer feedback with corresponding personality traits extracted from social media data. The result is a highly customized response mechanism attuned to individual customer preferences and requirements.

Details

Data Technologies and Applications, vol. 59 no. 1
Type: Research Article
ISSN: 2514-9288

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Publication date: 24 June 2024

Madhu Viswanathan, Lucy Joy Chase and Maria Jones

Vulnerabilities in subsistence marketplaces arise from the multifaceted deprivation that characterizes poverty. Associated with low income is low literacy, leading to…

Abstract

Vulnerabilities in subsistence marketplaces arise from the multifaceted deprivation that characterizes poverty. Associated with low income is low literacy, leading to vulnerabilities in terms of thinking, feeling, and coping. We review literature on vulnerability and on subsistence marketplaces, bringing out the confluence of vulnerabilities consumers in these contexts face. We also describe marketplace literacy, a way of addressing vulnerabilities and developing capabilities. We provide a case study of women in agriculture and conclude with a discussion of implications for research, education, and practice.

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Article
Publication date: 18 November 2019

Magnus Soderlund and Hanna Berg

The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed…

910

Abstract

Purpose

The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos.

Design/methodology/approach

Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high).

Findings

Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes.

Practical implications

The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees.

Originality/value

The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

Details

Journal of Service Management, vol. 31 no. 1
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 14 June 2023

Shintaro Sato, Yong Jae Ko, Daehwan Kim and Joon Sung Lee

The purpose of this research is to examine how pre-scandal associations and scandal types interactively influence consumer judgment and negative electronic word-of-mouth (eWOM).

383

Abstract

Purpose

The purpose of this research is to examine how pre-scandal associations and scandal types interactively influence consumer judgment and negative electronic word-of-mouth (eWOM).

Design/methodology/approach

Drawing from cognitive dissonance theory and associative memory network model, the online experiments (Amazon Mechanical Turk; Nexperiment 1 = 146 and Nexperiment 2 = 189) were conducted to examine the effects of positive pre-scandal associations (performance vs pro-social) and scandal types (performance-related vs -unrelated) on consumer blame and eWOM toward scandalized athletes. Data were analyzed by employing t-test (experiment 1), Multivariate Analysis of Covariance (MANCOVA) and PROCESS Model 8 (experiment 2) to test the hypotheses.

Findings

The findings highlight that positive pre-scandal association demonstrated both protecting and backfiring effects depending on the types of scandals. Specifically, when performance-related scandals emerged, consumers made more negative blame judgment of athletes with salient performance association, relative to pro-social association. Inversely, when performance-unrelated scandals occurred, athletes with salient pro-social association were more likely to be blamed. Regarding eWOM, consumers generate more negative eWOM when athletes with pre-performance associations are involved with performance-related scandals. This pattern of the result was not observed when athletes' pro-social association and performance-unrelated scandals were prominent.

Originality/value

The current work adds consumers' negative eWOM toward scandalized athletes to the literature as a predictor of how athletes' pre-scandal association with consumers and scandal types are related. The findings indicate that consumers feel greater dissonance and generate more negative eWOM when athletes' pre-scandal associations and scandal types are closely related.

Details

International Journal of Sports Marketing and Sponsorship, vol. 24 no. 4
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 9 April 2020

Charles H. Patti, Maria M. van Dessel and Steven W. Hartley

How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of…

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Abstract

Purpose

How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework.

Design/methodology/approach

The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model development.

Findings

A process model and customer journey mapping framework can facilitate the selection and application of appropriate and relevant customer service experience metrics to enhance customer service experience strategies, creation and delivery.

Research limitations/implications

The taxonomy of customer service metrics is limited to current publicly and commercially available metrics. The dynamic nature of the customer service environment necessitates continuous updates of the model and framework.

Practical implications

Selection of customer service performance measures should match relevant stages of the customer journey; use perception-based, operational and outcome-based metrics that track employee and customer behaviours; improve omni-channel measurement; and integrate data-sharing and benchmark measurement initiatives through collaboration with customer service communities.

Originality/value

A reimagined perspective is offered to the complex challenge of measuring and improving customer service, providing a new decision-making framework for customer service experience measurement and guidance for future research.

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