Exploring Relationship Among Customer Dissatisfaction, Complaints, And Loyalty In The Virtualized Environment: Roles Of Advanced Services

Various studies support how satisfied customers become loyal customers by investigating attitudes and behavior, while fewer studies have examined links among dissatisfaction, complaints, and loyalty, particularly in the virtualized environment. By applying justice dimension, the purpose of this study is to explore i) how different types of justice affect customer dissatisfaction; ii) how the level of customer dissatisfaction affects willingness to complain/complaining behavior; iii) how willingness to complain/complaining behavior affects repeat purchase behavior based on how complaints are resolved by a company; and iv) how repeat purchase behavior affects loyalty. Proposed relationships are investigated with effects of advanced services (i.e., 2Is, Interactivity and Individualization) and product category that are applied in the virtualized environment. By applying various statistical analyses, this study provides managerial and theoretical implications and offers suggestions to e-businesses

Online Student Satisfaction in Following Distance Learning Using the Microsoft Teams Application

The purpose of this research is to find out whether students are able to take part in distance learning properly according to their expectations or not so that they feel satisfaction in learning online using Microsoft Teams. This type of research is descriptive and quantitative. The total population is 135 Bintang Pelajar class 12 high school students who take part in assistance to enter public universities. The sampling method was convenience sampling, with a total sample size of 131 respondents. Data collection techniques include surveys and filling out questionnaires. Data analysis was carried out by presenting quantitative data in the form of numbers and graphics and then describing the conditions of the subjects. The result is that 54.20% of respondents are very satisfied and can follow the lesson very well; 41.98% are satisfied and can follow well; and 3.82% are dissatisfied and are unable to follow because it is too fast or unclear

Customer anger and incentives for quality provision

Emotions are a significant determinant of consumer behaviour. A customer may get angry if he feels that he is being treated unfairly by his supplier and that anger may make him more likely to switch to an alternative provider. We model the strategic interaction between firms that choose quality levels and anger-prone customers who pick their supplier based on their expectations of suppliers' quality. Strategic interaction can allow for multiple equilibria including some in which no firm invests in high quality. Allowing customers to voice their anger on peer-review fora can eliminate low-quality equilibria, and may even support a unique equilibrium in which all firms choose high quality

Examining employer-brand benefits through online employer reviews

Social media is rising in popularity as a credible source of information for consumers worldwide. Access to online product reviews appears limitless, and consumer voices are now influencing purchasing behavior far beyond the reach of traditional marketing campaigns. Joining the Internet influencers is a relatively new platform for sharing opinions, employer-review websites. Comments from current and former staff on employer review sits such as Glassdoor and Indeed offer a glimpse into company culture and the employer brand (Amber & Barrow, 1996). This qualitative, phenomenological study explored the lived experiences of hotel/casino resort employees through an examination of employer reviews posted on the Glassdoor and Indeed web pages of four Las Vegas gaming corporations. A thematic analysis of 1,063 employer reviews was conducted to identify the trio of employer-brand benefits (e.g., functional, economic, and psychological) drawn from Ambler and Barrow\u27s (1996) employer-brand equity theory. Themes related to social identity theory (Tajfel, 1974), signaling theory (Spence, 1973), and the instrumental-symbolic framework (e.g., Lievens & Highhouse, 2003) were examined in this study. Two questions guided the research: (1) Which employer-brand benefits, if any, cited in the employer reviews of hotel/casino resorts are most frequently associated with positive and negative employee sentiment? (2) What is the relationship between employer benefits (e.g., functional, psychological, and economical) and the overall employee rating given by the reviewer? The results revealed that all three of Ambler and Barrow\u27s (1996) employer-brand benefits appeared in the employer reviews as both positive and negative attributes of employment, with psychological and economic benefits most frequently referenced. Specific to employment in Las Vegas hotel/casino resort industry, reviewers who gave high employer ratings were quite positive about economic benefits (i.e., salary and wages, unspecified benefits, and the free meal in the EDR) and psychological benefits (i.e., co-worker interactions and company atmosphere), while reviewers who gave their employer low ratings were disappointed with their positions economic (i.e., salary and wages), psychological (i.e., management behaviors, work schedule, and company atmosphere), and functional (i.e., promotional opportunities) benefits. The findings from this study have implications for both marketing and HR practitioners, and this study contributes to the growing body of employer-branding literature

It\u27s Just Another Little Bit of History Repeating: UCITA in the Evolving Age of Information

This article will address the procedural and substantive reasons why UCITA is, in fact, overly ambitious. With regard to procedure, Part II.A of this comment will outline the historical naissance and development of the highly successful Uniform Commercial Code and contrast that with the development of UCITA. With regard to substance, Part II.B will address what many practitioners have cited as key objections to UCITA. Further, Part II.B discusses examples of terms used in UCITA and compares them to those of common, established practice. Differentiating UCITA from the UCC in these ways will illustrate how UCITA misses the mark it so fervently sought to hit and how, consequently, it is likely to add confusion to an otherwise emerging body of law. Finally, as an alternative to adoption of UCITA at the state level, Part III will present an analysis of existing mechanisms capable of managing the unique problems faced in this Age of Information. Part III will also present a feasible course of action regarding how the legal profession, and those industries affected by UCITA, might otherwise view legal developments absent this Act. In this veritable renaissance in which we live, this article posits that we presently have the tools we need to accommodate the current issues arising out of computer transactions

The Valence of Online Consumer Reviews and Purchase Decision: Examining the Moderating Effects of Product Type and Consumer Expertise

The purpose of this study is to investigate the moderating effects of product type and consumer knowledge on the relationship between online consumer reviews and purchase decision. An experiment was conducted to test the hypotheses. The results substantiate the argument that the valence of online consumer reviews impacts the consumers’ purchase decision. That is, positive online consumer reviews will have positive effect on the purchase decision while the negative online consumer reviews impact the buying decision negatively. In addition, consumers are more likely to rely on the online consumer reviews to make the purchase decision for the durable products. For the non-durable products, online consumer review is only a supplemental information source for the purchase decision. Finally, the theoretical and practical implications conclude the remark

Designing a Sales Marketing Model for Generation Z

In the world of business and the age of information development and the emergence of new information technologies; Generation Z, due to its special feature in the focus component that leads them to a short-range of attention or decentralization and has a sophisticated filter that makes this generation extremely fast and focus on the target content and avoid ads that interest them is not; Special attention has been paid to companies to provide services and products. Born between 2000 and 2014, this new generation has conveyed to managers, business leaders, and marketers that they need to pay more attention to new and faster technologies in order to succeed in working and doing business with the next generation. What makes this generation more important than other generations in marketing; The high population of these consumers and its growing trend around the world and in the United States; Their interest in using new digital technologies towards adults, being digital natives or in other words, synchronizing with this technology almost from birth; Generation Z has a special impact on business and their willingness to buy from ethical and responsible companies and has convinced managers and marketers that in order to reach new customers, it is necessary to consider this new generation more than before and Include in the sales and marketing policies of their products or services

Designing In-Store Navigation Systems in Physical Retail

Physical retail faces the challenge of remaining attractive to customers in the age of e-commerce. In-store navigation systems are one way to mitigate this issue. These software systems allow customers to be navigated through the retail store. We derive design requirements (DRs) for in-store navigation systems based on eight interviews with customers and employees of furniture stores. We illustrate the implementation of the DRs in a conceptual prototype designed with the platform “Hololink.” Initial evaluation results (n = 20) show that customers perceive such a solution for physical retail as mainly positive. We contribute to research and practice by showing how to design in-store navigation systems