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A study of complaints and recovery f...
~
Dierberg, Keith Roger.
A study of complaints and recovery for a baking ingredient manufacturer selling through retail channels.
紀錄類型:
書目-電子資源 : 單行本
正題名/作者:
A study of complaints and recovery for a baking ingredient manufacturer selling through retail channels./
作者:
Dierberg, Keith Roger.
面頁冊數:
120 p.
附註:
Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1031.
Contained By:
Dissertation Abstracts International65-03A.
標題:
Business Administration, Marketing. -
電子資源:
Download fulltext (下載全文)
ISBN:
0496736434
A study of complaints and recovery for a baking ingredient manufacturer selling through retail channels.
Dierberg, Keith Roger.
A study of complaints and recovery for a baking ingredient manufacturer selling through retail channels.
- 120 p.
Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1031.
Thesis (D.Mgt.)--Webster University, 2003.
In today's business environment, customer satisfaction is an important goal of the organization. Complaint handling management is an essential area of an organization striving for customer satisfaction.
ISBN: 0496736434Subjects--Topical Terms:
1000005425
Business Administration, Marketing.
A study of complaints and recovery for a baking ingredient manufacturer selling through retail channels.
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120 p.
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Source: Dissertation Abstracts International, Volume: 65-03, Section: A, page: 1031.
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Chairperson: Dave Brennan.
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Thesis (D.Mgt.)--Webster University, 2003.
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In today's business environment, customer satisfaction is an important goal of the organization. Complaint handling management is an essential area of an organization striving for customer satisfaction.
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This research addresses differences between complainants satisfied and dissatisfied with the outcome of a voiced complaint. Satisfaction with the complaint settlement received was measured in a binary manner.
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The Aspinwall-Miracle classification of goods framework was used to illustrate the largely neglected area of complaint research to date for inexpensive goods sold through retailers.
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As the research methodology, this study performed a telephone survey utilizing a sample of 748 consumer complaints to a baking ingredient firm toll-free number over a 10-month period. The outbound telephoning to administer the survey yielded a usable sample of 302 surveys, which resulted in an effective response rate of 40.37%. Data analysis was performed using the West and Dunn's nonparametric test.
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With respect to post-complaint consequences, neither brand repurchase intent nor brand commitment was found to be different between satisfied and dissatisfied complainants.
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The study found the perceived harm or inconvenience of the usage occasion was significantly higher for dissatisfied complainants compared to satisfied complainants. The baking ingredient manufacturer in this research study uses a standardized complaint settlement ("fix") policy. A replacement coupon and apology are given to all complainants regardless of problem magnitude.
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The study also found that as the lifetime history of brand use grows for a consumer, they become increasingly ripe to be dissatisfied with the complaint outcome if and when a complaint is eventually voiced. This implies that a firm should be sensitive to a lifetime of transactions when trying to correct one transaction that turned out poorly.
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A completely new complaint flowchart was introduced for the first time to the complaint literature.
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School code: 0813.
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Download fulltext (下載全文)
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