Complaint, patience, and neglect: responses to a dissatisfying service experience

    Authors

    H. J. Ro

    Comments

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    Abbreviated Journal Title

    Serv. Bus.

    Keywords

    Non-complainers; Complainers; Patience; Neglect; Return intentions; CUSTOMER SATISFACTION; JOB-SATISFACTION; RECOVERY; BEHAVIOR; MODEL; VOICE; FAILURE; LOYALTY; EXIT; DISSATISFACTION; Business; Management

    Abstract

    This study examines the responses of complainers and non-complainers after a service failure in the auto repair and medical service contexts. In particular, this study focuses on differentiating the two types of dissatisfaction responses of non-complainers, patience and neglect, from complaint. The results, based on a survey of 230 respondents, indicate that attitudes toward complaining and emotional bonding differentiate neglect from complaint, and the criticality of the service failure differentiates patience from complaint. The findings suggest that patience customers have higher return intentions than neglect customers, and as high as those of complainers with satisfying service recoveries.

    Journal Title

    Service Business

    Volume

    8

    Issue/Number

    2

    Publication Date

    1-1-2014

    Document Type

    Article

    Language

    English

    First Page

    197

    Last Page

    216

    WOS Identifier

    WOS:000335235000002

    ISSN

    1862-8516

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