ustmer mplaint behaviur in servie：服务中的顾客抱怨行为.pdfVIP

Faculty of Economic Sciences, Communication and IT Business Administration Bård Tronvoll Customer Complaint Behaviour in Service DISSERTATION Karlstad University Studies 2008:14 Bård Tronvoll Customer Complaint Behaviour in Service Karlstad University Studies 2008:14 Bård Tronvoll. Customer Complaint Behaviour in Service DISSERTATION Karlstad University Studies 2008:14 ISSN 1403-8099 ISBN 978-91-7063-172-6 © The author Distribution: Faculty of Economic Sciences, Communication and IT Business Administration SE-651 88 Karlstad SWEDEN +46 54-700 10 00 www.kau.se Printed at: Universitetstryckeriet, Karlstad 2008 Abstract It is vital for service providers to obtain feedback from their customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and facilitate the complaint process. Scholarly knowledge about complaint behaviour gives the service provider valuable insight into service problems and how to improve service offerings, service processes and interactions to increase customer satisfaction, loyalty and profit. Customers who have an unfavourable service experience should therefore be encouraged to complain, because if they do not, the provider risks losing the customer and thus future revenue. Previous research about complaint behaviour has mainly focused on the static description of motivation, antecedents or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individua