Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/a-content-analysis-of-complaints-and-compliments-5WxF3d3Ag3
References (21)
-
B. Edvardsson (1992)
Service Break-Downs a Study of Critical Incidents in an AirlineInternational Journal of Service Industry Management, 3
-
C. Grönroos (2000)
Service Management and Marketing: A Customer Relationship Management Approach -
R. Johnston (1995)
The determinants of service quality: satisfiers and dissatisfiersInternational Journal of Service Industry Management, 6
-
D. Bejou, B. Edvardsson, Rakowski J.P.
A critical incident approach to examining the effects of service failures on customer relationships: the case of Swedish and US airlines -
T. Mersha, V. Adlakha (1992)
Attributes of Service Quality: The Consumers′ PerspectiveInternational Journal of Service Industry Management, 3
-
Michael Brady, Joseph Cronin (2001)
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical ApproachJournal of Marketing, 65
-
M. Bitner, B. Booms, Lois Mohr (1994)
Critical Service Encounters: The Employee's ViewpointJournal of Marketing, 58
-
M. Friman, T. Gärling (2001)
FREQUENCY OF NEGATIVE CRITICAL INCIDENTS AND SATISFACTION WITH PUBLIC TRANSPORT SERVICES -
B. Edvardsson, I. Roos (2001)
Critical incident techniques: Towards a framework for analysing the criticality of critical incidentsInternational Journal of Service Industry Management, 12
-
R. Oliver (1996)
Satisfaction: A Behavioral Perspective On The Consumer -
M.J. Bitner, B.H. Booms, Mohr L.A.
Critical service encounters: the employee’s view -
E.R. Cadotte, Turgeon N.
Dissatisfiers and satisfiers: suggestions for consumer complaints and compliments -
J. Swan, L. Combs (1976)
Product Performance and Consumer Satisfaction: A New ConceptJournal of Marketing, 40
-
F. Herzberg, B. Mausner, B. Snyderman (1960)
The motivation to work -
10.1177/002224299005400105
-
R. Maddox (1981)
Two-factor Theory and Consumer Satisfaction: Replication and ExtensionJournal of Consumer Research, 8
-
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations -
M. Friman, B. Edvardsson, T. Gärling (1998)
PERCEIVED SERVICE QUALITY ATTRIBUTES IN PUBLIC TRANSPORT: INFERENCES FROM COMPLAINTS AND NEGATIVE CRITICAL INCIDENTSThe Journal of Public Transportation, 2
-
I. Roos (2002)
Methods of Investigating Critical IncidentsJournal of Service Research, 4
-
D. Bejou, B. Edvardsson, J. Rakowski (1996)
A Critical Incident Approach to Examining the Effects of Service Failures on Customer RelationshipsJournal of Travel Research, 35
-
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2003 MCB UP Ltd. All rights reserved.
- ISSN
- 0960-4529
- DOI
- 10.1108/09604520310456681
- Publisher site
- See Article on Publisher Site
Abstract
The research question focused on in this study is whether complaint and compliment contain different service quality attributes. A sample of 236 complaints and 69 compliments collected by a public transport company were analyzed by means of the critical incident technique. The results of previous research were confirmed and showed that perceived service quality attributes in public transport involve employee behavior, reliability, simplicity and design. It was further concluded that reliability of service causes frequently more complaints than compliments. How customers are treated by the employees was found to be more frequent in compliments.
Journal
Managing Service Quality – Emerald Publishing
Published: Feb 1, 2003
Keywords: Service quality; Complaints; Public transport