UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 4 / No. 3 / Published : 2006-09

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Original Article :

Coping with customer complaints

Author :

  1. Simon J. Bell*1
  2. James A. Luddington*2
  1. University Of Cambridge
  2. Bda Marketing Planning

Abstract :

This article investigates the relationship between customer complaints and service personnel commitment to customer service. Positive and negative affectivity are considered as potential moderators of this relationship. Using data obtained from a survey of 432 retail service personnel in a national retail chain with 124 stores, the authors find that customer complaints are significantly and negatively associated with service personnel commitment to customer service. Higher levels of service employee positive affectivity significantly reduced this negative relationship. Contrary to expectations, high levels of negative affectivity also reduced the negative relationship between complaints and commitment to customer service. Potential explanations for these findings are provided, and implications for managers and future research are considered.

Keyword :

customer complaints; affectivity; customer service,


References :

Rebecca Abraham,(1999) Negative Affectivity: Moderator or Confound in Emotional Dissonance-Outcome Relationships? : Journal of Psychology

Armitage,(2003) The Relationship between Multidimensional Health Locus of Control and Perceived Behavioral Control: How Are Distal Perceptions of Control Related to Proximal Perceptions of Control? : Psychology and Health

J. Christopher,(2003) The Relationship between Multidimensional Health Locus of Control and Perceived Behavioral Control: How Are Distal Perceptions of Control Related to Proximal Perceptions of Control? : Psychology and Health

Bailey,(2001) Service Encounter Emotional Value: The Dyadic Influence of Customer and Employee Emotions : Services Marketing Quarterly

J. Jeffrey J.,(2001) Service Encounter Emotional Value: The Dyadic Influence of Customer and Employee Emotions : Services Marketing Quarterly

Barrick,(1996) Effects of Impression Management and Self-Deception on the Predictive Validity of



Archive Article

Cover Media Content

Volume : 4 / No. : 3 / Pub. : 2006-09
  1. Hubungan Dokter-pasien Di Unit Rawat Jalan Dan Rawat Inap Rumah Sakit Pelabuhan Surabaya
  2. Satisfactory Level Of Poor Family Partaker At The Outpatient Unit Of Dr.cipto Mangunkusumo National Center Hospital Pediatric Department
  3. Efforts In Developing Surabaya Al Irsyad Hospital Nurses’ Commitment Based On Analysis Of Influencing Factors On Nurses’ Commitment
  4. Metafora Politik Sebagai Pendekatan Manajemen (sebuah Alternatif Pendekatan Manajemen)
  5. The Implementation Of Crm In Public Health Centers And Hospitals As An Alternative For Service Marketing Strategy
  6. Analysis On The Factors Affecting The Performance Of The Dentists In Providing Oral Heath Service In Jember Regency Public Health Centers
  7. Market Analysis As A Base For Developing Promotion Mix At Surabaya Dr.soetomo General Hospital Menopause Clinic
  8. Coping With Customer Complaints

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