The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling
Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the n...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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Econjournals
2016
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| Online Access: | http://psasir.upm.edu.my/id/eprint/52985/1/The%20effect%20of%20soft%20and%20extreme%20action%20in%20public%20complaint%20behavior%20on%20satisfaction%20with%20complaint%20handling.pdf |
| _version_ | 1796975814019907584 |
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| author | A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah |
| author_facet | A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah |
| author_sort | A. Rahman, Mohd Khirzanbadzli |
| collection | UPM |
| description | Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the number of public complaints is insignificant. Based on previous study, two actions in public complaint namely public complaint soft action and public complaint extreme action were used in this study as the exogenous variables and satisfaction with complaint handling (SATCOM) as the endogenous variable. A total of 285 complainers of mobile phone user were selected as respondents. The values for goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry. |
| first_indexed | 2024-03-06T09:16:51Z |
| format | Article |
| id | upm.eprints-52985 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T09:16:51Z |
| publishDate | 2016 |
| publisher | Econjournals |
| record_format | dspace |
| spelling | upm.eprints-529852017-11-17T10:16:24Z http://psasir.upm.edu.my/id/eprint/52985/ The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the number of public complaints is insignificant. Based on previous study, two actions in public complaint namely public complaint soft action and public complaint extreme action were used in this study as the exogenous variables and satisfaction with complaint handling (SATCOM) as the endogenous variable. A total of 285 complainers of mobile phone user were selected as respondents. The values for goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry. Econjournals 2016 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/52985/1/The%20effect%20of%20soft%20and%20extreme%20action%20in%20public%20complaint%20behavior%20on%20satisfaction%20with%20complaint%20handling.pdf A. Rahman, Mohd Khirzanbadzli and Haron, Sharifah Azizah and Paim, Laily and Osman, Syuhaily and Yunus, Noorlaila and Wee, Hassnah (2016) The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling. International Review of Management and Marketing, 6 (7). pp. 209-213. ISSN 2146-4405 http://www.econjournals.com |
| spellingShingle | A. Rahman, Mohd Khirzanbadzli Haron, Sharifah Azizah Paim, Laily Osman, Syuhaily Yunus, Noorlaila Wee, Hassnah The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_full | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_fullStr | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_full_unstemmed | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_short | The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| title_sort | effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling |
| url | http://psasir.upm.edu.my/id/eprint/52985/1/The%20effect%20of%20soft%20and%20extreme%20action%20in%20public%20complaint%20behavior%20on%20satisfaction%20with%20complaint%20handling.pdf |
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