2016 Fiscal Year Final Research Report
Complaining in Service Failure
| Project/Area Number |
25380577
|
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| Research Category |
Grant-in-Aid for Scientific Research (C)
|
| Allocation Type | Multi-year Fund |
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| Section | 一般 |
|---|
| Research Field |
Commerce
|
|---|
| Research Institution | Chuo University |
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Principal Investigator |
|
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| Project Period (FY) |
2013-04-01 – 2017-03-31
|
| Keywords | サービスの失敗 / 苦情 |
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| Outline of Final Research Achievements |
The purpose of this research is to explain cross-cultural differences in complaint behavior in group service consumption by focusing on cultural, interdependent or independent self, as a mediating factor. We also regard the relationship norm between group members as an important mediating factor in explaining when and why customers in a group complain. The results of experiments showed: (1) the two relationship norms, a communal or exchange relationship, were more essential than the cultural factor in explaining why group members made a complaint about service failure; (2) under certain conditions the communal relationship amplified the degree of complaining; and, (3) the possibility that customers used complaints to recover the failure as well as to maintain their relationship with the other members.
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| Free Research Field |
商学
|
