کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
556402 1365482 2016 17 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain
ترجمه فارسی عنوان
رفتار شکایت مصرف کننده در ارتباطات راه دور: مورد کاربران تلفن همراه در اسپانیا
کلمات کلیدی
رفتار شکایت مصرف کننده؛ گوشی های تلفن همراه. حفظ مصرف کننده؛ رضایت مصرف کننده؛ وفاداری مصرف کننده؛ صدا؛ خروج. شکست خدمات؛ شکایت
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر سیستم های اطلاعاتی
چکیده انگلیسی


• Consumer complaint behaviour theory is used to analyze Spanish telecommunications data.
• The main determinants are the type of problem, socio-demographic factors and the user׳s type of contract.
• Proper complaint handling leads to satisfied, loyal and profitable consumers.

This work analyses the post-purchase behaviour of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behaviour (CCB), a survey for 4249 individuals in Spain is used for specifying econometric equations that explain the determinants of the complaining decision and the impact that a proper complaint management may have on overall satisfaction. The results suggest that dissatisfaction is not a necessary condition for complaining and that the propensity to complain is different depending on the type of problem experienced by the customer. Another finding is that a proper handling of complaints by the company may constitute a source of improvement in the overall user satisfaction and profitability of the firm. This result is of interest for its implications when designing a company׳s marketing strategy. Accordingly it seems reasonable to use complaint management as a powerful tool to retain customers.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Telecommunications Policy - Volume 40, Issue 8, August 2016, Pages 804–820
نویسندگان
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