Araştırma Makalesi
BibTex RIS Kaynak Göster

The Effects of Negative Emotions and Corporate Reputation on Alternative Voice Complaint Behavior of Bank Customers

Yıl 2021, Cilt: 14 Sayı: 3, 427 - 452, 28.09.2021

Öz

This study examines the effects of both corporate reputation and negative emotions after failure (annoyance and irritation) on two voice-complaint behaviors, namely, direct firm and third-party complaints. Survey data were collected from 366 customers who experienced a banking service failure and complained. The research model was tested with Partial Least Square SEM using SmartPLS. The results showed that perceived corporate reputation has a greater impact than negative emotions on direct firm complaints, whereas negative emotions lead bank customers to 3rd parties. The relationship between corporate reputation and 3rd party complaints was fully mediated by the intensity of negative emotions. The study offers broader thinking on customer complaint behavior experience choices by proposing the notion that underlying antecedents of customers’ different voice complaint behaviors may come from different sources, such as a bank’s reputation appears to be judged by customers’ experience or the intensity of the negative emotion after a failure. This study also contributes to the existing literature by examining the joint effects of firm reputation and negative emotions on complaint behavior in emerging markets.

Kaynakça

  • Al-Shammari, M. (Ed.). (2016). Ethical and social perspectives on global business interaction in emerging markets. IGI Global.
  • Bearden, W. O. (1983), Profiling consumers who register complaints against auto repair services. Journal of Consumer Affairs, 17 (2), 315-335.
  • Bearden, W. O., Crockett, M., & Graham, S. (1979). Consumers’ propensity-to-complain and dissatisfaction with automobile repairs. In Hunt, H. K. and Day, R. L. (Eds.). Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Indiana University, Bloomington, IN. 35–43.
  • Bell, C. R., & Zemke, R. E. (1987). Service breakdown: the road to recovery. Management Review, 76(10), 32-43.
  • Bengül, S. S., & Yılmaz, C. (2018). Effects of customer complaint management quality on business performance in service businesses: An application in Turkish banking sector. Boğaziçi Journal, 32(2), 77-100.
  • Bennett, R., & Gabriel, H. (2001). Reputation, trust and supplier commitment: The case of shipping company/seaport relations. Journal of Business & Industrial Marketing, 16 (6), 424 - 438. Bennett, R., & Rentschler, R. (2003). Foreword by the guest editors. Corporate Reputation Review, 6 (3), 207-210.
  • Bitner, M.J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54 (April), 69-82.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
  • Bligh, A. D. (1987). Complaint behavior of Mexican-American consumers to a third party agency. Doctoral dissertation, Texas Tech University, Texas, May.
  • Blodgett, J. G., Bakir, A., Mattila, A. S., Trujillo, A., Quintanilla, C., & Elmadag, A. B. (2018). Cross-national differences in complaint behavior: Cultural or situational? Journal of Services Marketing, 32(7), 913–924.
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393.
  • Breitsohl, J., Khammash, M., & Griffiths, G. (2010). E-business complaint management: perceptions and perspectives of online credibility. Journal of Enterprise Information Management, 23(5), 653-660.
  • Burgoon, J. K. (1978). A communication model of personal space violations: Explication and an initial test. Human Communication Research, 4 (2), 129–142.
  • Carrión, G. C., Nitzl, C., & Roldán, J. L. (2017). Mediation analyses in partial least squares structural equation modeling: guidelines and empirical examples. In Partial Least Squares Path Modeling . Springer, Cham., 173-195.
  • Chebat, J. C. & Slusarczyk, W. (2005). How emotions mediate the effect of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58, 664-673.
  • Davidow, M. & Dacin, P. A. (1997). Understanding and influencing consumer complaint behavior: Improving organizational complaint management. In NA - Advances in Consumer Research in Provo, UT, 1997, Association for Consumer Research. 450-456.
  • Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. ACR North American Advances.
  • Day, R. L. & Landon, L. (1977). Toward a theory of consumer complaining behavior. In Woodside, A. G., Sheth, J. N., and Bennett, P. D. (Eds.). Consumer and Industrial Buyer Behavior. North-Holland American Elsevier, New York, NY. 425-437.
  • Deutsch, M. (1975). Equity, equality, and need: what determines which value will be used as the basis of distributive justice? Journal of social issues, 31(3), 137-49.
  • Diamantopoulos, A., Siguaw, J. A., & Siguaw, J. A. (2000). Introducing LISREL: A guide for the uninitiated. Sage.
  • Donoghue, S., & De Klerk, H. M. (2009). The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies. International Journal of Consumer Studies, 33(4), 456-467.
  • Erduran, G. Y., & Lorcu, F. (2020). The Investigation of Online Customer Complaints in the Banking Sector by Text Mining. Business & Management Studies: An International Journal, 8(5), 3835-3866.
  • Feick, L. F. (1987). Latent class models for the analysis of behavioral hierarchies. Journal of Marketing Research, 24 (2), 174–186.
  • Følstad, A., & Kvale, K. (2016). Delightful or efficient? How service recovery affects customer experience. In Service Design Geographies. Proceedings of the ServDes. 2016 Conference (No. 125). Linköping University Electronic Press. 40-52.
  • Fornell C., & Larcker D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research. 18, 39–50.
  • Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis”, Journal of Marketing Research, 24 (2), 337–346.
  • Geisser, S. (1974). A predictive approach to the random effect model. Biometrika, 61(1), 101-107.
  • Ghalandari, K. (2013). Perceived justice’s influence on post-purchase intentions and post-recovery satisfaction in online purchasing: The moderating role of firm reputation in Iran. Research Journal of Applied Sciences, Engineering and Technology, 5, 1022–1031.
  • Grunig, J. E., & Hung-Baesecke, C. J. F. (2015). The effect of relationships on reputation and reputation on relationships: A cognitive, behavioral study. In Public Relations As Relationship Management, Routledge, 95-145.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M.. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (second ed.). Thousand Oaks, CA: Sage.
  • Halstead, D., & Droge, C. (1991). Consumer attitudes toward complaining and the prediction of multiple complaint responses. ACR North American Advances.
  • Harrison-Walker, J. L. (2012). The role of cause and affect in service failure. Journal of Services Marketing, 26(2), 115-123.
  • Hedrick, N., Beverland, M., & Minahan, S. (2007). An exploration of relational customers' response to service failure. Journal of Services Marketing, 21(1), 64-72.
  • Heider, F. (1946). Attitudes and cognitive organization. The Journal of Psychology, 21(1), 107-112.
  • Herbig, P., & Milewicz, J. (1995). The relationship of reputation and credibility to brand success. Journal of consumer marketing, 12(4), 5-11.
  • Hess, R. L. (2008). The impact of firm reputation and failure severity on customers’ responses to service failures. Journal of Services Marketing, 22 (5), 385–398.
  • Heung, V.C.S. & T. Lam, (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary and Hospitality Management, 15(5), 283-289.
  • Hirschman, A. O. (1970), Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States (Vol. 25), Harvard University Press, Boston.
  • Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49–61.
  • Istanbulluoglu, D., Leek, S., & Szmigin, I. T. (2017). Beyond exit and voice: Developing an integrated taxonomy of consumer complaining behaviour. European Journal of Marketing, 51 (5/6), 1109–1128.
  • Izard, C. E. (1991). The Psychology of Emotions. Plenum Press, New York and London.
  • Johnson-Laird, P. N., & Oatley, K. (1989). The language of emotions: An analysis of a semantic field. Cognition and emotion, 3(2), 81-123.
  • Kim, H. J., & Cameron, G. T. (2011). Emotions matter in crisis: The role of anger and sadness in the publics’ response to crisis news framing and corporate crisis response. Communication Research, 38(6), 826-855.
  • Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
  • Lazarus, R. S. (1966), Psychological Stress and the Coping Process. McGraw-Hill, New York, NY.
  • Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18 (1), 54–75.
  • Loftus, K., (2018). Establishing Effective Consumer Complaint Management Processes. Banking in the Ninth, 9. May. (https://www.minneapolisfed.org/publications/banking-in-the-ninth/establishing-effective-consumer-complaint-management-processes)
  • Lu, L., Gursoy, D., Chi, C. G. Q., & Xiao, G. (2018). Developing a consumer complaining and recovery effort scale. Journal of Hospitality & Tourism Research, 42(5), 686-715.
  • Marken, G. A. (2002). One-minute corporate reputation management. Public Relations Quarterly, 47 (4), 21-34.
  • Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing. 15(7), 583–596.
  • Mattila, A. S., & Wirtz, J. (2004). Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing, 18 (2), 147–155.
  • Mei, X. Y., Bagaas, I. K., & Relling, E. K. (2019). Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook? The International Review of Retail, Distribution and Consumer Research, 29(1), 63-78.
  • McAlister, D. T. & Erffmeyer, R. C. (2003). A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations. Journal of Business Research, 56 (4), 341–351.
  • McKee, D., Simmers, C. S., & Licata, J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8(3), 207–220.
  • Microsoft “State of Global Customer Service” report (2017), Retrieved from https://info.microsoft.com/rs/157-GQE-382/images/EN-US-CNTNT-ebook-2018-State-of-Global-Customer-Service.pdf
  • Moreira, A. C., & Silva, P. M. F. D. (2016). Complaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubs. International Journal of Sport Management and Marketing, 16(3-6), 152-171.
  • Ndofirepi, T. M. (2020). Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research, 23(6), 473-498.
  • Nel, D., Athron, T., Pitt, L. F., & Ewing, M. T. (2000). Customer evaluations of service complaint experiences in the public sector. Journal of Nonprofit & Public Sector Marketing, 7(3), 3-30.
  • Nguyen, N. & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8 (4), 227–236.
  • Nikbin, D., Iranmanesh, M., Hyun, S. S., Baharun, R., & Kim, I. (2015). The role of airline travelers’ pre-recovery emotions during the service recovery process. Journal of Travel & Tourism Marketing, 32(6), 677-691.
  • Nimako, S. G., & Mensah, A. F. (2014). Exploring customer dissatisfaction/satisfaction and complaining responses among bank customers in Ghana. International Journal of Marketing Studies, 6(2), 58-69.
  • Nitzl, C., Roldan, J.L. & Cepeda-Carrion, G. (2016): Mediation Analysis in Partial Least Squares Path Modeling: Helping Researchers Discuss More Sophisticated Models. Industrial Management & Data Systems
  • Ozgen, O., & Kurt, S. D. (2012). Pre-recovery and post-recovery emotions in the service context: A preliminary study”, Managing Service Quality, 22(6), 592–605.
  • Ozkan-Tektas, O. & Basgoze, P. (2017). Pre-recovery emotions and satisfaction: a moderated mediation model of service recovery and reputation in the banking sector. European Management Journal, 35(3), 388–395.
  • Petzer, D. J., De Meyer-Heydenrych, C. F., & Svensson, G. (2017). Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context. International Journal of Bank Marketing, 35(2), 241-253.
  • Pfaff, M., & Blivice, S. (1977). Socioeconomic correlates of consumer and citizen dissatisfaction and activism. Consumer satisfaction, dissatisfaction, and complaining behavior, 115-123.
  • Ran, Y., & Zhou, H. (2019). How Does Customer–Company Identification Enhance Customer Voice Behavior? A Moderated Mediation Model. Sustainability, 11(16), 4311.
  • Reid, R. A. (2007). Applying the TOC five-step focusing process in the service sector: A banking subsystem. Managing Service Quality: An International Journal, 17(2), 209-234.
  • Richins, M. L. (1980). Consumer perceptions of costs and benefits associated with complaining. In Hunt, H. K. & Day, R. L. (Eds.), Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Indiana University, Bloomington, IN, 50–53.
  • Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24 (2), 127–146.
  • Sadidi, M., Khalilifar, O., Amiri, M., & Moradi, R. (2018). Use of Partial Least Squares-Structural Equation Modeling for Identifying the Most Important Variables via Application of Data Envelopment Analysis. Journal of Archives in Military Medicine, 6(1), 1-9.
  • Schoefer, K. & Ennew, C. (2005), “The impact of perceived justice on consumers’ emotional responses to service complaint experiences”, Journal of Services Marketing, 19 (5), 261–270.
  • Singh, J. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66 (1), 57–98.
  • Singh, J., & Wilkes, R. E. (1996). When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. Journal of the Academy of Marketing Science, 24(4), 350.
  • Sirisena, A. B. (2019). Determınıng the importance of complaint resolution process in influencing customer loyalty. 4th Interdisciplinary Conference of Management Researchers, Sabaragamuwa University of Sri Lanka.
  • Smith, A. K., Bolton, R. N., & J. Wagner. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36 (3), 356–72.
  • Solomon, M. R. (2018). Consumer Behaviour: Buying, Having and Being. Pearson, London.
  • Susskind, A. M. (2000). Efficacy and outcome expectations related to customer complaints about service experiences. Communication Research, 27 (3), 353–378.
  • Tax, S. S. & Brown, S. W. (1998). Recovering and learning from service failure. MIT Sloan Management Review, 40 (1), 75.
  • Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
  • Walsh, G., & Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35(1), 127-143.
  • Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China. Managing Service Quality: An International Journal, 13(1), 72-83.
  • Watson, L. & Spence, M. T. (2007). Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory. European Journal of Marketing, 41 (5/6), 487–511.
  • Weiner, Bernard. (1985). A theory of achievement motivation and emotion. Psychological Review, 92, 548–73.
  • Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
  • White, C., & Yu, Y. T. (2005). Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19(6), 411-420.
  • Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
  • Zeelenberg, M. & Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57 (4), 445–455.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21 (1), 1–12.

Olumsuz Duyguların Ve Kurumsal İtibarın Banka Müşterilerinin Alternatif Şikâyet Davranışları Üzerindeki Etkileri

Yıl 2021, Cilt: 14 Sayı: 3, 427 - 452, 28.09.2021

Öz

Bu çalışmanın amacı, kurumsal itibar ve hizmet hatası sonrası oluşan olumsuz duyguların (rahatsızlık ve irrite olma) iki şikâyet davranışı (doğrudan firmaya veya üçüncü kurumlara şikâyet) üzerindeki etkilerini bankacılık sektörü özelinde incelemektir. Çalışmanın verisi bankacılık hizmetlerinde hizmet hatası ile karşılaşan ve şikâyette bulunan 366 banka müşterisinden anket yöntemi ile toplanmıştır. Araştırma modeli Kısmi En Küçük Kareler YEM ile Smart PLS programı kullanılarak test edilmiştir. Sonuçlar, doğrudan firmaya yönlendirilen şikâyetler üzerinde kurumsal itibarın olumsuz duygulardan daha fazla etkiye sahip olduğunu; olumsuz duyguların ise, banka müşterilerini daha çok üçüncü taraflara şikâyete yönlendirdiğini göstermektedir. Olumsuz duygular aynı zamanda kurumsal itibar ile üçüncü taraflara şikâyet arasında düzenleyicilik etkisi göstermektedir. Çalışma, tüketicilerin farklı şikâyet davranışlarının altında yatan öncüllerin farklı kaynaklardan etkilenebileceği fikri ile literatüre katkıda bulunmaktadır. Çalışma aynı zamanda kurumsal itibar ve olumsuz duyguların şikâyet davranış türleri üzerindeki birlikte etkisini incelemesi açısından da katkı sağlar niteliktedir.

Kaynakça

  • Al-Shammari, M. (Ed.). (2016). Ethical and social perspectives on global business interaction in emerging markets. IGI Global.
  • Bearden, W. O. (1983), Profiling consumers who register complaints against auto repair services. Journal of Consumer Affairs, 17 (2), 315-335.
  • Bearden, W. O., Crockett, M., & Graham, S. (1979). Consumers’ propensity-to-complain and dissatisfaction with automobile repairs. In Hunt, H. K. and Day, R. L. (Eds.). Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Indiana University, Bloomington, IN. 35–43.
  • Bell, C. R., & Zemke, R. E. (1987). Service breakdown: the road to recovery. Management Review, 76(10), 32-43.
  • Bengül, S. S., & Yılmaz, C. (2018). Effects of customer complaint management quality on business performance in service businesses: An application in Turkish banking sector. Boğaziçi Journal, 32(2), 77-100.
  • Bennett, R., & Gabriel, H. (2001). Reputation, trust and supplier commitment: The case of shipping company/seaport relations. Journal of Business & Industrial Marketing, 16 (6), 424 - 438. Bennett, R., & Rentschler, R. (2003). Foreword by the guest editors. Corporate Reputation Review, 6 (3), 207-210.
  • Bitner, M.J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54 (April), 69-82.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
  • Bligh, A. D. (1987). Complaint behavior of Mexican-American consumers to a third party agency. Doctoral dissertation, Texas Tech University, Texas, May.
  • Blodgett, J. G., Bakir, A., Mattila, A. S., Trujillo, A., Quintanilla, C., & Elmadag, A. B. (2018). Cross-national differences in complaint behavior: Cultural or situational? Journal of Services Marketing, 32(7), 913–924.
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393.
  • Breitsohl, J., Khammash, M., & Griffiths, G. (2010). E-business complaint management: perceptions and perspectives of online credibility. Journal of Enterprise Information Management, 23(5), 653-660.
  • Burgoon, J. K. (1978). A communication model of personal space violations: Explication and an initial test. Human Communication Research, 4 (2), 129–142.
  • Carrión, G. C., Nitzl, C., & Roldán, J. L. (2017). Mediation analyses in partial least squares structural equation modeling: guidelines and empirical examples. In Partial Least Squares Path Modeling . Springer, Cham., 173-195.
  • Chebat, J. C. & Slusarczyk, W. (2005). How emotions mediate the effect of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58, 664-673.
  • Davidow, M. & Dacin, P. A. (1997). Understanding and influencing consumer complaint behavior: Improving organizational complaint management. In NA - Advances in Consumer Research in Provo, UT, 1997, Association for Consumer Research. 450-456.
  • Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. ACR North American Advances.
  • Day, R. L. & Landon, L. (1977). Toward a theory of consumer complaining behavior. In Woodside, A. G., Sheth, J. N., and Bennett, P. D. (Eds.). Consumer and Industrial Buyer Behavior. North-Holland American Elsevier, New York, NY. 425-437.
  • Deutsch, M. (1975). Equity, equality, and need: what determines which value will be used as the basis of distributive justice? Journal of social issues, 31(3), 137-49.
  • Diamantopoulos, A., Siguaw, J. A., & Siguaw, J. A. (2000). Introducing LISREL: A guide for the uninitiated. Sage.
  • Donoghue, S., & De Klerk, H. M. (2009). The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies. International Journal of Consumer Studies, 33(4), 456-467.
  • Erduran, G. Y., & Lorcu, F. (2020). The Investigation of Online Customer Complaints in the Banking Sector by Text Mining. Business & Management Studies: An International Journal, 8(5), 3835-3866.
  • Feick, L. F. (1987). Latent class models for the analysis of behavioral hierarchies. Journal of Marketing Research, 24 (2), 174–186.
  • Følstad, A., & Kvale, K. (2016). Delightful or efficient? How service recovery affects customer experience. In Service Design Geographies. Proceedings of the ServDes. 2016 Conference (No. 125). Linköping University Electronic Press. 40-52.
  • Fornell C., & Larcker D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research. 18, 39–50.
  • Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis”, Journal of Marketing Research, 24 (2), 337–346.
  • Geisser, S. (1974). A predictive approach to the random effect model. Biometrika, 61(1), 101-107.
  • Ghalandari, K. (2013). Perceived justice’s influence on post-purchase intentions and post-recovery satisfaction in online purchasing: The moderating role of firm reputation in Iran. Research Journal of Applied Sciences, Engineering and Technology, 5, 1022–1031.
  • Grunig, J. E., & Hung-Baesecke, C. J. F. (2015). The effect of relationships on reputation and reputation on relationships: A cognitive, behavioral study. In Public Relations As Relationship Management, Routledge, 95-145.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M.. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (second ed.). Thousand Oaks, CA: Sage.
  • Halstead, D., & Droge, C. (1991). Consumer attitudes toward complaining and the prediction of multiple complaint responses. ACR North American Advances.
  • Harrison-Walker, J. L. (2012). The role of cause and affect in service failure. Journal of Services Marketing, 26(2), 115-123.
  • Hedrick, N., Beverland, M., & Minahan, S. (2007). An exploration of relational customers' response to service failure. Journal of Services Marketing, 21(1), 64-72.
  • Heider, F. (1946). Attitudes and cognitive organization. The Journal of Psychology, 21(1), 107-112.
  • Herbig, P., & Milewicz, J. (1995). The relationship of reputation and credibility to brand success. Journal of consumer marketing, 12(4), 5-11.
  • Hess, R. L. (2008). The impact of firm reputation and failure severity on customers’ responses to service failures. Journal of Services Marketing, 22 (5), 385–398.
  • Heung, V.C.S. & T. Lam, (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary and Hospitality Management, 15(5), 283-289.
  • Hirschman, A. O. (1970), Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States (Vol. 25), Harvard University Press, Boston.
  • Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49–61.
  • Istanbulluoglu, D., Leek, S., & Szmigin, I. T. (2017). Beyond exit and voice: Developing an integrated taxonomy of consumer complaining behaviour. European Journal of Marketing, 51 (5/6), 1109–1128.
  • Izard, C. E. (1991). The Psychology of Emotions. Plenum Press, New York and London.
  • Johnson-Laird, P. N., & Oatley, K. (1989). The language of emotions: An analysis of a semantic field. Cognition and emotion, 3(2), 81-123.
  • Kim, H. J., & Cameron, G. T. (2011). Emotions matter in crisis: The role of anger and sadness in the publics’ response to crisis news framing and corporate crisis response. Communication Research, 38(6), 826-855.
  • Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
  • Lazarus, R. S. (1966), Psychological Stress and the Coping Process. McGraw-Hill, New York, NY.
  • Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18 (1), 54–75.
  • Loftus, K., (2018). Establishing Effective Consumer Complaint Management Processes. Banking in the Ninth, 9. May. (https://www.minneapolisfed.org/publications/banking-in-the-ninth/establishing-effective-consumer-complaint-management-processes)
  • Lu, L., Gursoy, D., Chi, C. G. Q., & Xiao, G. (2018). Developing a consumer complaining and recovery effort scale. Journal of Hospitality & Tourism Research, 42(5), 686-715.
  • Marken, G. A. (2002). One-minute corporate reputation management. Public Relations Quarterly, 47 (4), 21-34.
  • Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing. 15(7), 583–596.
  • Mattila, A. S., & Wirtz, J. (2004). Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing, 18 (2), 147–155.
  • Mei, X. Y., Bagaas, I. K., & Relling, E. K. (2019). Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook? The International Review of Retail, Distribution and Consumer Research, 29(1), 63-78.
  • McAlister, D. T. & Erffmeyer, R. C. (2003). A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations. Journal of Business Research, 56 (4), 341–351.
  • McKee, D., Simmers, C. S., & Licata, J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8(3), 207–220.
  • Microsoft “State of Global Customer Service” report (2017), Retrieved from https://info.microsoft.com/rs/157-GQE-382/images/EN-US-CNTNT-ebook-2018-State-of-Global-Customer-Service.pdf
  • Moreira, A. C., & Silva, P. M. F. D. (2016). Complaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubs. International Journal of Sport Management and Marketing, 16(3-6), 152-171.
  • Ndofirepi, T. M. (2020). Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research, 23(6), 473-498.
  • Nel, D., Athron, T., Pitt, L. F., & Ewing, M. T. (2000). Customer evaluations of service complaint experiences in the public sector. Journal of Nonprofit & Public Sector Marketing, 7(3), 3-30.
  • Nguyen, N. & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8 (4), 227–236.
  • Nikbin, D., Iranmanesh, M., Hyun, S. S., Baharun, R., & Kim, I. (2015). The role of airline travelers’ pre-recovery emotions during the service recovery process. Journal of Travel & Tourism Marketing, 32(6), 677-691.
  • Nimako, S. G., & Mensah, A. F. (2014). Exploring customer dissatisfaction/satisfaction and complaining responses among bank customers in Ghana. International Journal of Marketing Studies, 6(2), 58-69.
  • Nitzl, C., Roldan, J.L. & Cepeda-Carrion, G. (2016): Mediation Analysis in Partial Least Squares Path Modeling: Helping Researchers Discuss More Sophisticated Models. Industrial Management & Data Systems
  • Ozgen, O., & Kurt, S. D. (2012). Pre-recovery and post-recovery emotions in the service context: A preliminary study”, Managing Service Quality, 22(6), 592–605.
  • Ozkan-Tektas, O. & Basgoze, P. (2017). Pre-recovery emotions and satisfaction: a moderated mediation model of service recovery and reputation in the banking sector. European Management Journal, 35(3), 388–395.
  • Petzer, D. J., De Meyer-Heydenrych, C. F., & Svensson, G. (2017). Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context. International Journal of Bank Marketing, 35(2), 241-253.
  • Pfaff, M., & Blivice, S. (1977). Socioeconomic correlates of consumer and citizen dissatisfaction and activism. Consumer satisfaction, dissatisfaction, and complaining behavior, 115-123.
  • Ran, Y., & Zhou, H. (2019). How Does Customer–Company Identification Enhance Customer Voice Behavior? A Moderated Mediation Model. Sustainability, 11(16), 4311.
  • Reid, R. A. (2007). Applying the TOC five-step focusing process in the service sector: A banking subsystem. Managing Service Quality: An International Journal, 17(2), 209-234.
  • Richins, M. L. (1980). Consumer perceptions of costs and benefits associated with complaining. In Hunt, H. K. & Day, R. L. (Eds.), Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Indiana University, Bloomington, IN, 50–53.
  • Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24 (2), 127–146.
  • Sadidi, M., Khalilifar, O., Amiri, M., & Moradi, R. (2018). Use of Partial Least Squares-Structural Equation Modeling for Identifying the Most Important Variables via Application of Data Envelopment Analysis. Journal of Archives in Military Medicine, 6(1), 1-9.
  • Schoefer, K. & Ennew, C. (2005), “The impact of perceived justice on consumers’ emotional responses to service complaint experiences”, Journal of Services Marketing, 19 (5), 261–270.
  • Singh, J. (1990). A typology of consumer dissatisfaction response styles. Journal of Retailing, 66 (1), 57–98.
  • Singh, J., & Wilkes, R. E. (1996). When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. Journal of the Academy of Marketing Science, 24(4), 350.
  • Sirisena, A. B. (2019). Determınıng the importance of complaint resolution process in influencing customer loyalty. 4th Interdisciplinary Conference of Management Researchers, Sabaragamuwa University of Sri Lanka.
  • Smith, A. K., Bolton, R. N., & J. Wagner. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36 (3), 356–72.
  • Solomon, M. R. (2018). Consumer Behaviour: Buying, Having and Being. Pearson, London.
  • Susskind, A. M. (2000). Efficacy and outcome expectations related to customer complaints about service experiences. Communication Research, 27 (3), 353–378.
  • Tax, S. S. & Brown, S. W. (1998). Recovering and learning from service failure. MIT Sloan Management Review, 40 (1), 75.
  • Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
  • Walsh, G., & Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35(1), 127-143.
  • Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China. Managing Service Quality: An International Journal, 13(1), 72-83.
  • Watson, L. & Spence, M. T. (2007). Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory. European Journal of Marketing, 41 (5/6), 487–511.
  • Weiner, Bernard. (1985). A theory of achievement motivation and emotion. Psychological Review, 92, 548–73.
  • Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
  • White, C., & Yu, Y. T. (2005). Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19(6), 411-420.
  • Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
  • Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
  • Zeelenberg, M. & Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57 (4), 445–455.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21 (1), 1–12.
Toplam 90 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Pınar Başgöze Bu kişi benim 0000-0003-4597-5752

Öznur Özkan Tektaş Bu kişi benim 0000-0001-5703-6870

Yayımlanma Tarihi 28 Eylül 2021
Gönderilme Tarihi 14 Mayıs 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 14 Sayı: 3

Kaynak Göster

APA Başgöze, P., & Özkan Tektaş, Ö. (2021). The Effects of Negative Emotions and Corporate Reputation on Alternative Voice Complaint Behavior of Bank Customers. Pazarlama Ve Pazarlama Araştırmaları Dergisi, 14(3), 427-452.