Dissertations / Theses on the topic 'Complaining behaviour'

This study explores online consumer complaining behaviour (CCB) on Facebook. The main objectives are: (1) to understand how Facebook is being used as a medium for consumer complaining, and (2) to understand why consumers complain on Facebook. An interpretative research position and multi-method qualitative design was adopted. Netnography, a form of online ethnography, is employed as the research design. First, participant-observational methods examined posts and discussions on Facebook’s official company pages, user-created pages/groups and user profiles. Then, online in-depth interviews were conducted with 37 consumers who were identified through online observations. These interviews were conducted in three forms: text-based, video-based, and email interviewing. The findings shed light on the nature (i.e. customs and manners) of online complaining on Facebook, consumers’ interactions with other consumers and companies, the role of Facebook in the complaint process, consumers’ objectives for complaining on Facebook, and outcomes of these. A key contribution of this study is the development of two models: ‘Integrated Model of CCB’ which aims to explain the organisation of complaining actions by integrating existing CCB theories and ‘Model of online CCB on Facebook’ which describes the range of online complaining actions on Facebook. On the basis of the findings of this study, research implications and recommendations for the management are suggested.

The general aim of the research is to explore the factors that are salient to senior customers' evaluations of service encounters and the effect that these factors might have on senior customers' behavioural reactions and future intentions. This general aim is further analysed into the following research objectives: 1) to explore senior customers' key satisfiers and dissatisfiers with service encounters, 2) to explore the attitudes of senior customers towards the making of complaints about unsatisfactory service encounters, and 3) to explore the factors that influence senior customers' complaining behaviour responses to unsatisfactory service encounters. Taking an interpretative research position, the views of sixty senior customers are sought through the use of in-depth interviews and projective techniques. The selection of the interviewees is the result of heterogeneity and criterion purposive sampling. The analysis of the data for this study is iterative and follows the paths of i) analysis on site, ii) running the data open, iii) focusing the analysis, and iv) deepening the analysis. Analysis and interpretation of this data suggests that a) the majority of the interviewees tend to base their evaluation of their overall service encounter on affective rather than on cognitive issues, b) psychological and emotional limitations appear to be better indicators compared to biological ones of the majority of the interviewed seniors' needs and wants in service provision, and c) interviewees' complaining attitude and behaviour often seem to be mainly driven by their image management. This study illuminates senior customers' needs and wants in the service encounter and provides insights about their behavioural responses when faced with a service failure.

The aim of the current study was to develop and test a methodology that could be applied to the evaluation of the complaints processes of regulatory bodies of health professionals in Australia including mental health regulatory bodies such as the board that the Council of Australian Governments (COAG) are planning to set up to regulate the psychology profession. The methodology was applied to the evaluation of the complaints process at the Office of the Health Services Commissioner of Victoria (HSC). There were four main research questions. The first research question related to the extent to which the methodology was able to determine how well the HSC was performing in their role of resolving health complaints. The second research question explored the implications of the findings of the evaluation of the HSC complaints process for the management of health complaints in general. The third research question related to the strengths and limitations of the methodology when applied in a practical setting and the final research question related to further improvement of the methodology for future applications. Questionnaires and telephone interviews were used to examine the experiences of 133 providers and 150 complainants whose complaints had been reviewed and closed in one year. The methodology proved successful in assessing the performance of the complaints process at the HSC. The findings of the evaluation indicated that complainants and providers were generally satisfied with the process by which their complaints were managed. However, they were in general less satisfied with the outcome. In particular the evaluation highlighted the unintended negative consequences that complaints processes can have on the complainants and respondents. It was concluded that these maladaptive behavioural responses to complaints most probably have their origins in the negative emotional overlay attached to health complaints which has the potential to lead to unrealistic expectations of the process and outcomes on the part of complainants, and maladaptive post-complaint practices for health service providers. The findings highlight the importance of providing advocacy and support for the parties involved in health complaints as a means of minimising these maladaptive responses. Finally, it is acknowledged that these findings are specific to Australian health regulatory systems.

Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines industry too. As a result, many airlines have transformed their marketing strategies, especially with regard to service quality, in order to compete efficiently in the global market. The marketing literature has introduced models of service quality, e.g.: SERVQUAL and AIRQUAL to help organisations measure and enhance customer experiences. SERVQUAL has been extensively researched and applied in many industries. Similarly, AIRQUAL, a model for the airline industry, has been developed but applied only in Cyprus. Moreover, the AIRQUAL scale lacks validity, as its development process is incomplete. This research, therefore, adapted 30-items of AIRQUAL and assessed and validated this revised scale. The validated scale was then applied to the airline industry of Saudi Arabia. Further, a comprehensive model is proposed, where the impact of the validated scale of service quality is tested with its impact on customer satisfaction, attitudinal loyalty, word of mouth, repurchase intentions and complaining behaviour. The assessment and validation process is divided into two main stages: first, qualitative; where four focus group interviews were undertaken that generated 46 items for the adapted scale. These items describe the perceptions of airline customers regarding service quality and were classified on the bases of the scheme proposed by Parasuraman et al. (1988). Second, a three-phase two sample, quantitative, research was performed to derive a validated 30-item scale comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Further, the improved scale was tested in a new market (Saudi market) in order to assess the service quality of Saudi Airlines. A total of 500 self-administered questionnaires were distributed among airline customers. The returned questionnaires underwent thorough screening and cleaning. The reliability of the scale was tested through Cronbach’s Alpha, followed by exploratory factor analysis (EFA), which emerged with five dimensions. The content, convergent and discriminant validities were established. Further scale confirmation was conducted on a sample of US airline passengers. Finally, the proposed model with nine hypotheses was tested, which resulted in statistically significant results for all the proposed hypotheses.

It is common practice for service providers, such as cell phone network providers, to utilise relationship marketing strategies in an effort to retain their customers and thereby to increase profitability. Customers with relationship intentions are willing to respond to such efforts while other customers will refrain. Service failures negatively impact relationship marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction and loyalty through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. For this reason, the primary objective of this study was to determine the influence of relationship intention on customer satisfaction, loyalty and retention following service recovery within the cellular industry. Supporting the primary objective, a model depicting the influence of respondents’ relationships intentions on satisfaction, loyalty and retention following service recovery was developed. Furthermore, a model depicting the interrelationships of the relationship constructive dimensions of the service recovery process uncovered during this study was also developed. Through non-probability convenience sampling of adults 18 years and older (residing in Johannesburg and the surrounding residential suburbs) who have used a cell phone network provider for three years or longer, 605 respondents completed interviewer-administered questionnaires. Demographic and patronage information, together with respondents’ relationship intentions, attitudes towards complaining, customers’ complaint behaviour, expectations of service recovery, perceived service recovery as well as satisfaction, loyalty and retention following service recovery, were obtained. Results indicated that no associations exist between respondents’ levels of relationship intention and their relationship lengths, as well as whether they had contractual agreements with their cell phone network providers. It is therefore recommended that instead of using relationship length or contractual agreements, cell phone network providers should use customers’ relationship intentions to identify customers for relationship marketing purposes. Findings from this study furthermore include that respondents’ relationship intentions influence their propensities to complain, as well as the likelihood that they will voice a complaint regarding dissatisfactory service delivery. It is therefore recommended that cell phone network providers use the opportunity to identify customers with relationship intentions through customers’ complaint behaviour. This study found that respondents’ relationship intentions influence both their expectations of cell phone network providers to take service recovery action, as well as their perceptions of service recovery. Respondents’ relationship intentions also positively influence their satisfaction, loyalty and retention following service recovery. Based on these findings, it is recommended that cell phone network providers should always take corrective action following service failures (such as billing errors in this study), preferably by including at least an acknowledgement, apology, explanation and rectification of the problem as part of the service recovery efforts. Such a combination of service recovery efforts will increase the satisfaction, loyalty and retention of customers with higher relationship intentions. From the results it can be concluded that customers’ relationship intentions influence their behaviour with regard to propensity to complain, voicing, expectations of service recovery action, perceptions of service recovery, as well as satisfaction, loyalty and retention following service recovery, when service failures occur. The proposed model developed from these findings results in the recommendation that cell phone network providers should view the service recovery process as an interrelated process influenced by customers’ relationship intentions. Cell phone network providers should note that customers with higher relationship intentions will attempt to salvage the relationship when service failures occur, which contributes to their satisfaction, loyalty and retention following service recovery. This study contributes to establishing relationship intention theory by confirming the positive influence of customers’ relationship intentions on constructive behaviour when service failures occur. Moreover, practical recommendations concerning cell phone network providers’ response to billing errors are proposed. Future research should address the methodological limitations of this study by using probability sampling, and data should be collected from all South African provinces. Real-time service failures should be considered as opposed to the scenario-based approach used in this study. Important influences on customer behaviour when service failures occur, such as the perceived severity of service failure, service failure type, perceived justice and attributions, should also be considered with regard to their influence on the constructs of this study. Lastly, the antecedents of or differences with regard to customers’ relationship intentions based on personality, generational cohort or population group deserve further attention to establish relationship intention as study field within the domain of relationship marketing.
PhD (Marketing Management), North-West University, Potchefstroom Campus, 2014.

While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense negative consequences for uncivil behavior. One question for marketers of businesses is whether lack of civility among front-end personnel can negatively influence sales. This dissertation is an attempt to fill this research gap by exploring responses to uncivil behavior under the theoretical framework of attribution theory. Using the CDSII scale based on attribution theory, experimental research design was used with current civil and uncivil behavior by the store employees and past experiences (positive, negative, and no-experience) with the store as stimulus. The consumers' perception of civility, attributions and behavioral intentions were measured and used as dependent variables. The results of the experiment showed that when a customer discerns employee behavior to be uncivil, the customer's perception of the level of the ability of the employee to control his own behavior decreases. The results of the study enhance the knowledge of two important consumer behaviors, namely complaining and switching behaviors by empirically studying their antecedents in a particular market interaction context. The results imply that it is important to eliminate or minimize any experience that the customer may construe as negative at a store. If practitioners can work towards eliminating or decreasing certain attributions of consumers, they can reduce the switching behaviors and thus impact customer retention rates and future sales. Though this study contributes to marketing theory and provides vital insights to practitioners, this study is but a starting point for further examination of the role of civility in consumer behavior and decision making.

Past research on perceived price fairness has examined outcome fairness, or the fairness of an offered price in respect to other prices (e.g., Campbell 1999a; b). In this research consumers’ perceived fairness of the process used by the retailer to set the price, as well as outcome perceived price fairness (PPF), were examined. In the first of two studies, twelve price-setting practices were evaluated on procedural fairness, pervasiveness (i.e., commonness of price-setting practice in the marketplace), and social acceptability within six contexts. Social acceptability was found to be highest when the price-setting practice was both procedurally fair and perceived to be highly pervasive for a given context. An experiment bridged the two concepts of price fairness by detecting the negative effect of using a socially unacceptable price-setting practice on outcome PPF. Also, evidence of multidimensionality (i.e., a cognitive and an affective dimension) of the PPF construct was confirmed in the second study. Cognitive and affective assessments of PPF were found to bring about greater consumer intention to partake in self-protection behaviors such as complaining, and revenge-seeking behaviors such as posting negative online reviews.

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Esta tese tem como tema central o valor para o cliente, e como finalidade principal explorar a relação entre valor e comportamentos de reclamação e de boca a boca. O trabalho justificou-se pela necessidade de uma análise conjunta dos três temas, como forma de viabilizar uma melhor compreensão destes temas como elementos relevantes do paradigma de marketing de relacionamento. Foi desenvolvida uma revisão da literatura sobre cada um dos temas, com maior extensão sobre o valor para o cliente. Em cada um destes foram apontados: uma visão geral dos temas; a discussão conceitual e a relevância teórica e prática de cada assunto; os principais desafios para pesquisa; aspectos relacionados à mensuração; e os desenvolvimentos dos temas no contexto brasileiro. Foi elaborado a partir desta revisão um total de cinco proposições, que geraram dois modelos estruturais aos quais foram agregadas as proposições conceituais associadas aos construtos de benefício e de sacrifício como dimensões de valor para o cliente. Para avaliar os dois modelos, decidiu-se proceder a um levantamento de dados, por meio de um questionário estruturado, junto a estudantes de cursos de pós-graduação lato sensu da área de gestão, na cidade de Fortaleza. Foram coletados 261 questionários, dos quais 248 foram utilizados nas análises. Os modelos foram avaliados a partir da técnica de Modelagem de Equações Estruturais, tendo-se destacado os seguintes resultados: com relação à reclamação, identificou-se que, quanto mais os clientes percebem valor nos serviços, mais se tornam predispostos a reclamar, e mais efetivamente reclamam; quanto ao comportamento de boca a boca, verificou-se que quanto mais valor os clientes percebem, mais são predispostos a tais comunicações, e efetivamente falam mais intensamente e mais favoravelmente. Adicionalmente, foram identificadas algumas dificuldades com as proposições conceituais, e com os antecedentes do valor. Com base nos resultados, são apontadas algumas recomendações para outras pesquisas envolvendo os temas em questão, como forma de superar as limitações identificadas, e de avaliar os problemas identificados em cada um dos temas.
This dissertation has the customer value as the main subject, and the main purpose was to analyze the relationship of value with complaining and word-of-mouth behaviors. The research is justified for the necessity of a scientific analysis putting the three subjects together, in order to make possible a better comprehension of them as elements of the marketing relationship paradigm. This way, it was done a research on the academic literature of each subject, more extensively on customer value. For each subject, it was appointed: an overall analysis; a discussion about the concepts and the theoretical and practical relevance; the main challenges for academic research; aspects of measurement; and the development of researches on the subject in the Brazilian context. From the literature evaluation, five propositions were developed, what generated two different structural models. Conceptual propositions related to the benefits and sacrifices dimensions related to customer value concept were also put in the models. In order to evaluate the two models, a questionnaire was prepared, and the data collected with students of management lato sensu post graduate courses from Fortaleza. A total of 261 questionnaires were collected, and 248 were used in the analysis. Structural Equation Modeling were used to evaluate the models, and the main results were: related to complaining behavior, it was identified that value perceived influences positively the complaining intention, and the action of complaining; related to word-of-mouth, it was identified that value perceived influences positively the word-of-mouth intention, and also the behavior intensity and favorability. In addition, some difficulties were found relating the value conceptual propositions, both with the benefits and the sacrifices dimensions. From the results, some research recommendations involving the subjects were suggested, as a way to solve the limitations of this research, and to evaluate the problems identified in each one of the subjects.

Many services fail. Failures are those encounters during which the user assesses the service as flawed (Maxham & Netemeyer, 2003; Palmer, Beggs, & Keown-McMullan, 2000), or improper (Maxham, 2001). An emergent service failure literature has determined that such failures play an important role in user perceptions and subsequent behaviours. The present study sought to discover the ways in which possible users responded to an ambiguous service failure. The purpose of the study was to twofold: (a) to understand the situational, emotional, and dispositional factors which influence users??? likelihood of complaining behaviours; (b) to develop connections between these factors and users??? preferences for service recovery. We were guided by several research questions including: RQ1: When the cause of the failure is ambiguous, to what/whom do users attribute blame? RQ2: How well do attribution of blame and perceived failure severity predict negative emotions? RQ3: What is the relative influence of each negative emotion in predicting the likelihood of each complaining behavior? RQ4: Does user disposition intervene in the relationship between emotion and complaining? RQ5: What is the role of appraisals and emotion in determining service recovery preferences? Borrowing from the service quality, consumer behaviour, health, and therapy literatures, we develop a conceptual framework for answering our questions. Consistent with recent research, we conceptualized that negative emotions following service failures were dependent on users??? appraisals of the situation. Specifically, we looked at the effects of failure severity and attribution of blame on anger, frustration, shame, guilt, regret, and dissatisfaction. We then conceptualized complaining behaviour as a coping mechanism for these negative emotions, and preferences for service recovery as manifestations of immediate desires users would have to address their emotions. To test our theory, an experiment with hypothetical scenarios and a survey instrument was developed. We manipulated two conditions (time lost and money lost) at different points in the survey while participants while self-selected into an attribution of blame condition (Self, provider, other). Undergraduate students at the University of Waterloo (n=288) served as the sample. The questionnaire assessed such variables as attitudes towards complaining, locus of control, tendency for avoidance, emotional response, complaining behaviours, and preferences for service recovery. Results from multivariate analyses confirmed that appraisals help predict negative emotions, and that negative emotions influence complaining behaviours. Results also demonstrated that appraisals and emotions do begin to explain variance in service recovery preferences. Contrary to the interactionist approach, results failed to support the notion that personal dispositions (such as attitudes and personality traits) moderate the relationship between situational factors and behaviour. Finally, conclusions for the study are made, and implications for future research and the design of service recovery strategies are discussed.

碩士
臺北市立大學
體育學系碩士班
102
Abstract This research aims to investigate the behaviors of consumers’ complaints and service remedy on the Behavior Intention of Taipei Sport Centers. Researcher adopts the questionnaire survey procedure for 935 consumers in eleven sport centers in Taipei City: Nangang, Songshan , Jhongjheng, Jhongshan, Datong , Neihu ,Xinyi , Wenshan , Wanhua , Beitou , Shihlin. Among all, there are 390 people with complaining behaviors, thus the research is conducted and analyzed based on them. The collected data was analyzed by Descriptive Statistics, Repeated Measures, one-way MANOVA,t-test, one-way ANOVA, Pearson correlation, multiple regression analysis and such methods are used. The significant level was set at a=.05. The results have shown the following: 1. The numbers of consumers at Taipei Sports Center who complained, 390 complainants (42%), were less than those who did not. Among the complainants, males are more than females, mostly ranging from the age of 23-30. The monthly income of these complainants falls in the category of NT30000~45000. Many of them are college educated, and work out three times a week the most. 2. Consumers at The Taipei Sports Center pay the most attention to the “environmental space”, and value the ability of “problem-solving and “rapid response when it comes to service recovery. The Behavioral Intention of Consumers at Taipei Sports Center considers “loyalty” and “transfer” as the priorities. 3. There are significant differences in complaint behavior between consumer groups varied in age, monthly income, and weekly work-out frequency. There are significant differences in service recovery between consumer groups varied in age, level of education, and weekly work-out frequency. There are significant differences in behavioral intention between consumer groups varied in age, monthly income, and weekly work-out frequency. 4. It is evident that the complaint behavior and behavioral intention of consumers at Taipei Sports Center have significant correlations; service recovery and behavioral intention are strongly related; and service recovery has significant correlations in associate with complaint behavior. 5. The more complaints on “equipment” received from consumers at Taipei Sports Center, the more effectively positive behavioral intention can be predicted; the more complaints regarding “service quality”, “instruction quality” and “equipment” received, the more effectively negative behavioral intention can be predicted. In addition, the more consumers value the aspect of “remedy” in service recovery, the more effectively positive behavioral intention can be predicted; the more consumers value “problem-solving” , “remedy” and “rapid response” , the more effectively negative behavioral intention can be predicted. Key words:Taipei Sport Center Consumers, Complaint Behavior, Service Recovery, Bhavior Intention

碩士
淡江大學
國際企業學系
82
Credit Card market is a attractive market for many business in Taiwan. In this trend, those who want to get ahead in this market not only devote to R & D and develop effective marketing strategies, but also try to study formance those cards do, and trying to analysis holders'' complaining behavior futhermore. 　　This study try to come into three objectives: 　　1.To research these levels of all aspects of importance and their difference when credit card holders go shopping. 　　2.To find holders'' satisfaction levels on credit cards. 　　3.To study these differences of holders'' complaining behavior. 　　The sampling with the stratified probability proportional to size is used to collecet data by delivering the pupil questionaires to bring home to their families who are credit card user to fill out. Several statistic inference methods such as frequency analysis. ANOVA, chi-square analysis, principal component analysis are used to analysed the collected data. 　　From this study, we got some findings: 　　1.The intense of importance on demographic variables has significant differences. 　　2.There are significant relationships between categorical satisfaction and demographic variables. 　　3.The intense of satisfaction on demographic variables has significant differences. 　　4.There aren''t significant relationships between complaining behavior and holders'' attitude. 　　5.There are significant relationships between complaining behavior and demographic variables.

碩士
中國文化大學
觀光事業研究所
94
Providing “zero-defect” service should be the desired objective of all service marketers, but problems are ubiquitous in the service industry mainly due to the unique characteristics of service. Service failures would occur that result in customer dissatis-faction. By clearly depicting various restaurant settings, correct answers could be at-tained in relation to the evaluation on the perceived importance of guests towards the restaurant service and their satisfaction. The major objectives of this study are two-fold: (1) To examine the relationship between restaurants’ service failures and complaining behaviors; and (2) to verify the moderating effect of restaurant settings on service fail-ures and complaining behaviors. This study employed the concept of restaurant setting and service failures to ex-plore similarities and differences in complaining behavior of restaurant customer. The research used a scenario approach and it was administered to 790 respondents. Results show that most of restaurant customers are likely to complaint to service staff and management. In addition, the results indicates that the moderating effect of restaurant settings -‘a birthday banquet with friends’ and ‘an important business dinner’- on service failures and complaining behaviors. The study finding also identifies that customer could be both embarrassed and disappointed when an important dining occa-sion was ruined by bad food, resulted to high effect of complaining behavior. As for the practitioners’ reference, customers’ unique needs and expectations should always be placed with great weight in terms of providing satisfactory restaurant products and services. The purposes for dining out vary according to different motiva-tions. Therefore, restaurateurs should proactively raise their service quality and man-agement efficiency by strengthening their products and services in an effort to satisfy customers’ diversified needs.

碩士
國立中山大學
資訊管理學系研究所
106
Crowdfunding is a prevalent fundraising practice. However, many projects were successfully funded but eventually failed in the fulfillment stage since they cannot deliver the promises. The failure led some of them to suffer a great of complaints and reputational damage. Nevertheless, some failed projects did not receive many or severe complaints. Drawing on 2,137 successfully funded projects from Kickstarter, this study analyzes unsuccessfully delivered projects and additionally provides the analyses of successfully delivered and all projects as comparisons. The result indicates that complaint rate is negatively related with FAQs, preparedness, reply word count (before the delivery date), reply rate and update count (after the delivery date), and it is positively related with the reply time (before the delivery date) and the rate of enclosing a support email address in replies (after the delivery date). Moreover, the complaint rate may decrease to a margin when the number of backers increases to some extent, and we also believe that there is no relationship between the number of backers and severity. Overall, the whole study reveals the difference in roles between backers and customers, and its results give an insight into complaint handling in crowdfunding.

碩士
中國文化大學
國際貿易學系碩士班
93
Previous researches have probed into the service guarantee or service failure influencing consumers individually. It has concluded that consumer complaining behavior would effected by several factors. Service guarantee is the tool to help enterprises to improve quality and encourage consumes to complain to them. In the aspect of service failure, attribution theory is the basic one to analysis service failure. Previous studies found that different service failure attribution would cause different consumer complaining behavior. However, there is little attention about different failures attribution result in different consumer complaining behavior as guarantee providing and failure which goes against guarantee happened. In this study, an experimental design is presented using3×2×2 factor design, and total is 12 treatments. There are two important results in the study. First, stability of service failure attribution could not moderate the relationship between service guarantee and consumer complaining behavior. Secondly Controllability of service failure attribution could moderate the relationship between service guarantee and consumer complaining behavior.

碩士
嶺東科技大學
國際企業研究所
97
With the growing of retail markets and the rapid changing of consuming patterns, cost and quality are no longer the key advantages to win in business; both have become the basic requirements for business development. Consequently, figuring out consumers’ attitudes and characteristics has been necessary in marketing and management. In addition, markets nowadays are getting mature, and competition among business is increasing, keeping steady consumers has become more and more important. By realizing consumers’ complaining behavior and providing satisfying merchandise and service, it is possible to keep steady consumers, develop potential consumers, and get more profits. As a result, this study aimed at figuring out how consumer patterns influenced consumer loyalty and complaining behavior. The targets of this study were consumers from hypermarkets. Of 450 questionnaires, 405 ones were completely responded with a 90% of return rate. Gathered data were then computed by descriptive statistics, reliability test, cluster analysis, one-way ANOVA, and regression analysis in terms of the needs of the study. The results of the study were as follows: 1. Consumers with different consuming patterns had significant difference in every loyalty dimension. 2. Consumers with different consuming patterns had some difference in every complaining behavior dimension. 3. For “Non-tempted Pattern” and “Loyal Pattern” consumers, their loyalty had significant influence toward complaining behavior. For “Promotion Pattern” and “Bargain Pattern” consumers, their loyalty had no significant influence toward complaining behavior. 4. Loyalty had positive influence toward complaining behavior. The results of the study can be provided as reference for hypermarket owners to set strategies, and for future scholars to carry on related studies.

碩士
臺北市立教育大學
體育學系碩士班
97
Abstract The purpose of this study was to find out the consumers at Momentum sport goods stores in Shilin District of Taipei City, effect forecast of service recovery and behavior intention after service recovery. This study used questionnaires and service recovery behavior intention scale as the research tool. The data was analyzed through descriptive statistics, exploratory factor analysis, and multiple regression analysis. The results of this study found that : 1. Consumers of Momentum sports’ goods stores were mainly female, at the age range 20-25 with a university degree, and monthly income were under 1,500NT, went shopping in Momentum sports goods stores at least four times and spend 1,000 to 2,000NT. 2. The factors of service recovery included problem-solving, problem-solving process and communicative efficiency. 3. The factors of after service recovery behavior intention included switch, loyalty and payment. 4. There were noticeable positive correlations between the factors of service recovery and after service recovery behavior intention. The regression analysis showed the communicative efficiency of service recovery with the highest explained variance of the after service recovery behavior intention, that represented that the consumers of Momentum sport goods stores complained, the more communicative efficiency the Momentum did, higher behavior intention they would get.

碩士
輔仁大學
餐旅管理學系碩士在職專班
106
Due to the development of the Internet and social network，the lifestyle of consumers has gradually changed. Browsing social networking sites is an important way for people to get information. At the same time, more and more consumers are posting comments on the Internet. All the information is the reputation of the company and also affects other potential consumer decisions. Trip Advisor is currently the world's largest travel website. It provides a mechanism for consumers to comment on the Internet after they have set up a flight. By sharing the actual experience of the ride， it serves as a reference for other travelers' future trips. The aviation agency SkyTrax conducts a comprehensive evaluation of the service quality of airlines around the world every year. Its star rating program is based on direct and professional analysis of the quality standards of products and services provided by airlines，and combined with passenger satisfaction surveys，it is divided into five levels from "one star" to "five stars". Five stars is the highest level. Of the seven airlines that received the Skytrax five-star rating in 2017，four in the Greater China were EVA Airways (Taiwan)，Cathay Pacific (Hong Kong)， Hainan Airlines (China) and Singapore Airlines. This research compare 5 airlines which SkyTrax-certified Greater China five-star airlines and China Airlines (Taiwan). The passengers were dissatisfied with the message on the TripAdvisor website，and collected the complaints to analyze the frequency of occurrence of the dissatisfied words . Through the words we can find out the causes of complaints and convert consumer text into usable information. In addition, this study hopes offer airline educational training units that arrange service drill skills courses for new staff.

碩士
大同大學
事業經營學系(所)
101
Industrial transformation and rapidly growth of tech, the Internet has become an unavoidable tool that people surf on it daily. Due to the convenience and the diversity functions of the Internet, and fast booming of otaku economy, online purchasing has become more and more popular for consumers. The Internet is boundless, and online purchasing has brought positive effect as convenience, but also negative effect such as online shopping failure and poor quality of online products; therefore, it is important to understand the reasons and influences for online shopping failure. Comprehend the causes and effects of online shopping service failure, and its influence are definitely necessary. Past research were focused on customers’ dissatisfaction caused by different service failure types. This study not only investigates the influence from different service failure types but also adds two variables of consumer types and obligation types. The study investigates the difference of consumers complaining behaviors that caused by the impact of these two variables on dissatisfaction. The study uses between-subjects factorial design and scenario manipulation to illustrate cause and effect of customers’ dissatisfaction. This study adopts a 2 (service failure types: process failure vs. outcome failure) ×2 (consumer types: communal type vs. exchange type) ×2 (obligation types: self-obligation vs. social obligation) between-subjects factorial design to examine whether consumer types and obligation types will influence customers’ complaining behaviors. The study chooses subjects with online shopping experiences, and to control the homogeneity of the subjects, we choose university students as experimental subjects. We use SPSS software and ANOVA statistical analysis to examine the effects of variables. The empirical results of this study indicate that (1) the main effects of service failure types have significant impacts on consumer’s dissatisfaction and complaining behaviors; (2) consumer types have significant impacts on dissatisfaction and switch, and have no significant difference in feelings of betrayal, voice, and negative word-of-mouth; (3) obligation types have significant impacts on consumer’s dissatisfaction, feelings of betrayal, voice, and make no significant difference in negative word-of-mouth and switch; (4) the results implied that if under service outcome failure context, then social-obligation types consumers are more likely to have negative reactions, such as dissatisfaction, feelings of betrayal, voice; (5) the results implied that under service outcome failure context, the interaction effect of different consumer types (communal type vs. exchange type) and different obligation types (self-obligation vs. social obligation) make no significant difference in customers dissatisfaction and complaining behaviors. In addition, the interaction effect of different service failure types (process vs. outcome), different consumer types (communal type vs. exchange type) and different obligation types (self-obligation vs. social obligation) make no significant difference in customer’s dissatisfaction and complaining behaviors.

碩士
淡江大學
管理科學學系企業經營碩士在職專班
106
Environmental protection are urgent issues in recent years. Consumers are also much aware of environmental protections. With the advent of consumerism and the all-encompassing technology, consumers could easily express their dissatisfied mood through and on the internet. They would also search resolution resorts to protect their own right. Environmental protection and consumer satisfaction are much emphasized by consumers nowadays. The purpose of the thesis is to analyze the relationship between these two concepts. Experiments through scenario designs are conducted in this study. Questionnaire were distributed on-line and 268 responses were obtained. Results of this thesis are : 1. The higher the consumer''s expectations gap for green products, the lower the satisfaction with the products. 2. The lower the consumer''s satisfaction with green products, the higher the complaint behavior. 3. The relationship between green product satisfaction and complaint behavior is not moderated by product breadth.

Service quality has always been a tacit assumption within the delivery of academic library services, but since the 1990s demands for accountability from different stakeholders, including the clients, made service quality a highly debated and researched focus in academic libraries all over the world. The scope of the study covers a wide-ranging analysis of discourses underpinning service quality and its accompanying performance indicators in academic libraries. Using the academic library of the University of South Africa as an illustrative case study, this study examines the possible impact of inventory control on the service quality of the academic library in three areas, namely access to information resources, retrieval of information resources and positive implications for sound financial management. The study's findings all point to a positive enhancement of service quality in regard to the three areas mentioned.
Information Science
M. Inf.

碩士
大葉大學
國際企業管理學系碩士在職專班
96
However the customer complaint still will cause the affection for the department store by the ways in direct and indirectly. The motive for this research was because the importance isn’t less than the customer satisfactions in positively. We were selected the sampling of respondents from the customer group of Japanese-style department stores as the research targets in three major urban city of Taiwan by the questionnaire survey. We have issued the questionnaires totally in 360copies, returned 328copies back, final valid questionnaires are for 301copies and effectiveness ratio is 91.8%. This research was adopted SPSS and AMOS as the statistics analysis implements. Using the different analysis methods on questionnaires such as Reliability Analysis, Efficient Qualifying, Descriptive statistics, Independent-sample T-test, Single Factor Variety Analysis and AMOS Routes Analysis. After checking and examination the data analysis carefully, found the conclusions as follows: There is the positive and significant influence between the consumer complaint intention and manufacturer service recovery; There is the positive and significant influence between the manufacturer service recovery and post-complaining satisfaction; There is the positive and significant influence between the consumer complaint intention and post-complaining satisfaction; There is the positive and significant influence between the post-complaining satisfaction and post-complaining behavior; There is the positive and significant influence between the consumer complaint intention and post-complaining behavior; There is the positive and significant influence between the manufacturer service recovery and post-complaining behavior; There is the positive and significant influence among the manufacturer service recovery, post-complaining satisfaction and behavior.