I have found some scales for measuring direct complaint intention in service sector but I haven't found any good scale for measuring complaint intention about purchase experience. Could any scholar familiar with this topic recommend one? Thanks a lot
Please refer to the scales for evaluating service failure/complaint as stipulated in the following papers:
- Hoffman, K. D., Kelley, S., W. and Chung, B., C. (2003) A CIT investigation of servicescape failure and associated recovery strategies, The Journal of Services Marketing, 17, 4/5, pp. 322-340.
- Huang, W. H. (2008) The impact of other-customer failure on service satisfaction, International Journal of Service Industry Management, 19, 4, pp. 521-536.
- Liu, R. R. and McClure, P. (2001) Recognizing cross-cultural differences in consumer complaint behavior and intentions: an empirical examination, Journal of Consumer Marketing, 18, 1, pp. 54-74.
- Tax, S., S., Brown, S., W. and Chandrashekaran, M. (1998) Customer evaluations of service complaint experiences: Implications for relationship marketing, Journal of Marketing, 62, 2, pp. 60-76.
- White, L. and Yanamandram, V. (2007) A model of customer retention of dissatisfied business services customers, Managing Service Quality, 17, 3, pp. 298-316.
Kenneth Lui-ming Ngie thanks a lot for you help. I have just looked through all the papers you mentioned. I see that almost all authors are using modified Singh's CCB scale in their work. But as this scale service-oriented I would try to modify it for negative purchace experience
Glad to see you could benefited from those service-oriented scales/dimensions of satisfaction, given the increasing value of service encounter and/or social bonding that play in a buyer-seller relationship as well, as the benefits and value that generated are able to facilitate a smoother business transaction (Solomon et al, 1985; Schellhase et al, 2000).
- Schellhase, R., Hardock, P. and Ohlwein, M. (2000) Customer satisfaction in business-to-business marketing: The case of retail organizations and their suppliers, Journal of Business and Industrial Marketing, 15, 2-3, pp. 106-121.
- Solomon, M. R., Surprenant, C., Czepiel, J. A. and Gutman, E. G. (1985) A Role Theory Perspective on Dyadic Interactions: The Service Encounter, Journal of Marketing, 49, 1, pp. 99-111.
Leonidas , thanks for your precious suggestions and recommendations. Actually I have read this paper before, I mean" Determinants affecting customer’s complaint intention A study in the context of Pakistan`s retail market", but the problem is that authors mentioned that Cronbach alpha was below .7. As I heard that it's desirable to have scales with reliability at least .7 Am i wrong?
Kenneth Lui-ming Ngie, deeply thanks for your suggestions. I strogly agree with your point, that social bonding is very important in customer relationship management, as it can help to retain dissatisfied customers, but my focus of study is consumer complaint behavior itself, especially direct complaining as it is very beneficial for managers and business owners.
I found this article(Schellhase, R., Hardock, P. and Ohlwein, M. (2000) Customer satisfaction in business-to-business marketing: The case of retail organizations and their suppliers, Journal of Business and Industrial Marketing, 15, 2-3, pp. 106-121.) helpful as well as it could help me in explaining dissatisfaction in retailing sector. Thanks a lot
Anastasia hi,
see that you have had copius feedbacks, you appreciated.
In case I interpreted your original request concerning a scale appropriately, please consider also 'Balanced Scorecards'.
All the best
Tony
Stephen thanks a lot for the links. Actually I have read the first two articles you mentioned, but the last one was new for me. Moreover it provided a sample of the questionnnaire, so it was very helpful to see how other authors measure complaint behavior and recovery expectations after service recovery. Thanks one more time for your help.
Antonio, thanks for giving suggestions about "balanced scorecards", have never heard it before. Today have read some literature, interesting. I believe it can be added into complaint behavior management from the persepective of business owners.
Anastasia hi,
aren't we all business owners?
All the best and
kind regards
Tony
Hi Anastasia,
You may find this paper on online vs offline complaining related to purchase experience useful.
Padma, thanks for directing. This article includes scale that I am interested in and but it divides it into email and calling. Actually I have already found the scale that suits my research. So thanks to all scholars for providing precious help.
Just if others need, I added the link to the disseration where I found general scale for measuring different complaint intentions, I think this one can be easily modified
https://books.google.com/books?hl=en&lr=&id=8AlZd-VpJOgC&oi=fnd&pg=PR9&dq=Consumer+complaint+behavior:+Studies+on+behavioral+dimensions+and+the+impact+of+the+Internet&ots=3OXUnPLsY2&sig=W3S0Ir6akzF9pm6OVue6CYf__xQ#v=onepage&q=Consumer%20complaint%20behavior%3A%20Studies%20on%20behavioral%20dimensions%20and%20the%20impact%20of%20the%20Internet&f=false
One more time thanks for help
- Badges
- Science topic
- Similar topics
- Phytochemistry
- Extracts