found an article about customer complaints

suvdemo

YOU can find the whole paper on internet. the disccusion part is quite like what gouzhus recalled
A primary finding of this research is that customercomplaints have a negative impact on service personnelcommitment to customer service. This provides some primaryempirical support for the theoretical arguments ofseveral authors (e.g., Blancero and Johnson 2001; Piercy1995). Although our results do not provide a direct test ofthe predictions of attribution and role theories, these theoriescan nonetheless suggest plausible explanations forthis finding. As explained earlier, customer complaintsmay cause role conflict as they can reflect customer expectationsof employee behaviors, which may differ frommanagement or organizational expectations of behavior(Rizzo, House, and Litzman 1970). Customer service employees,in following managerial directives, are often inthe unenviable position of delivering bad news to customers(e.g., notification of stock outs, inability to accept returnedgoods). Customer contact staff can become “sandwiched”between the expectations of management and theexpectations of customers (Bell, Mengüç, and Stefani2004). This, we contend, is a major source of role conflict,which has a demoralizing effect. This was manifest in areduction in commitment to customer service as a result ofcustomer complaints.Attribution inconsistencies may provide another explanation.Researchers have found that biases lead employeesto underestimate their role in service failures and customersto overestimate the employees’ role (Bitner, Booms,and Mohr 1994; Folkes and Kotsos 1986; Groth, Gutek,and Douma 2001). The likely discrepancy between evaluationsmay result in the rejection of the feedback message(Fedor 1991). Thus, when the employee believes a complaintto be unfair, he or she may be more likely to rejectthe complaint and develop resentment toward the customer,consequently reducing his or her commitment tocustomer service.The significant direct relationship between positiveaffectivity and commitment to customer service, contrastedwith the insignificant role of negative affectivity, isan intriguing finding. Interpreted another way, positiveaffective states can increase customer service initiatives,whereas there are no negative implications of negativeaffectivity for commitment to customer service. Positiveaffectivity, through its relationship with organizational citizenshipbehaviors (Kelley and Hoffman 1997), may leademployees to explore additional ways in which they canhelp customers (Bell and Mengüç 2002). Negative affectiveindividuals, on the other hand, are likely to performtheir minimum in-role job requirements. Such employees,however, do not allow negative affectivity to reduce theircommitment to customer service as doing so may lead topenalties or dismissal.Turning to the moderation results, employee positiveaffectivity was found to reduce the negative impact ofcomplaints on commitment to customer service. Althoughthere was no conclusive empirical precedent, these resultswere expected and are intuitively reasonable. High positiveaffectivity allows individuals to view customer criticismin a more positive light. They are more likely, for example,to adopt more proactive approaches for copingwith the stress of customer complaints, such as negotiatingwith customers and increasing effort to resolve any conBell,Luddington / COPING WITH CUSTOMER COMPLAINTS 229Downloaded from http://jsr.sagepub.com at CAPES on May 18, 2009 flict (Weatherly and Tansik 1993). At the very least, positiveaffective individuals are less likely to be discouragedby complaints.A more surprising result is that higher levels of negativeaffectivity also reduce the negative impact of complaintson commitment to customer service. This result was unexpectedand somewhat counterintuitive. Perhaps the mostplausible explanation derives from attribution inconsistenciesdiscussed earlier. It was argued that a possible reasonbehind service personnel reducing their commitmentto customer service in response to customer complaints isthat customer evaluations conflict with their own perceptionsof the quality of service delivered. George (1992),however, explains that individuals high in negative affectivitygenerally have a negative orientation to the worldaround them and to themselves. Thus, negative feedbackmay only serve to reinforce what the individual already believes.This consistency between service personnel expectationsand experience may lead to complaints having aneutral effect on their commitment to customer service.This argument receives support from various authors whoargue that employees are more likely to accept feedbackthat is consistent with their self-image and selfevaluations(Fedor 1991; Ilgen, Fisher, and Taylor 1979).Kennedy and Willcutt (1964), for example, found thatnegative feedback generally had a debilitating effect onhigh performers but did not inhibit the performance ofunderachievers

疯狂的狐狸

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吴作作

thanks for sharing