Customer Relationship Management in Public Transportation: A Comparative Analysis
Customer complaint behaviour is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of customer complaint behaviour and have even revealed some regularities on this matter. This ar...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2016-08-01
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| Series: | International Review of Management and Marketing |
| Online Access: | http://mail.econjournals.com/index.php/irmm/article/view/2823 |
| _version_ | 1797911631269724160 |
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| author | Andrey S. Mikhaylov Anna A. Mikhaylova |
| author_facet | Andrey S. Mikhaylov Anna A. Mikhaylova |
| author_sort | Andrey S. Mikhaylov |
| collection | DOAJ |
| description |
Customer complaint behaviour is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of customer complaint behaviour and have even revealed some regularities on this matter. This article is dedicated to verify one of such patterns attributed to the public transportation services, while replicating the research methodology in a different contextual environment. We see how does the sequence of complainer's actions change based on the individual's perception of the cost of complaint, personal competences and the contextual resources that influence the complaint process. Research results have enabled to confirm the probability of a complaint reaction by categories, while the detailed pattern of customer complaint behaviour was partly confirmed.
Keywords: service management, public transportation, service quality, customer complaint behaviour, behaviour pattern
JEL Classifications: H42, L84, M310, R410
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| first_indexed | 2024-04-10T11:43:40Z |
| format | Article |
| id | doaj.art-196a644bf3f04be6a12642a1656a09fa |
| institution | Directory Open Access Journal |
| issn | 2146-4405 |
| language | English |
| last_indexed | 2024-04-10T11:43:40Z |
| publishDate | 2016-08-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj.art-196a644bf3f04be6a12642a1656a09fa2023-02-15T16:17:25ZengEconJournalsInternational Review of Management and Marketing2146-44052016-08-0165SCustomer Relationship Management in Public Transportation: A Comparative AnalysisAndrey S. MikhaylovAnna A. Mikhaylova Customer complaint behaviour is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of customer complaint behaviour and have even revealed some regularities on this matter. This article is dedicated to verify one of such patterns attributed to the public transportation services, while replicating the research methodology in a different contextual environment. We see how does the sequence of complainer's actions change based on the individual's perception of the cost of complaint, personal competences and the contextual resources that influence the complaint process. Research results have enabled to confirm the probability of a complaint reaction by categories, while the detailed pattern of customer complaint behaviour was partly confirmed. Keywords: service management, public transportation, service quality, customer complaint behaviour, behaviour pattern JEL Classifications: H42, L84, M310, R410 http://mail.econjournals.com/index.php/irmm/article/view/2823 |
| spellingShingle | Andrey S. Mikhaylov Anna A. Mikhaylova Customer Relationship Management in Public Transportation: A Comparative Analysis International Review of Management and Marketing |
| title | Customer Relationship Management in Public Transportation: A Comparative Analysis |
| title_full | Customer Relationship Management in Public Transportation: A Comparative Analysis |
| title_fullStr | Customer Relationship Management in Public Transportation: A Comparative Analysis |
| title_full_unstemmed | Customer Relationship Management in Public Transportation: A Comparative Analysis |
| title_short | Customer Relationship Management in Public Transportation: A Comparative Analysis |
| title_sort | customer relationship management in public transportation a comparative analysis |
| url | http://mail.econjournals.com/index.php/irmm/article/view/2823 |
| work_keys_str_mv | AT andreysmikhaylov customerrelationshipmanagementinpublictransportationacomparativeanalysis AT annaamikhaylova customerrelationshipmanagementinpublictransportationacomparativeanalysis |