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Customer evaluations of service orga...

Kim, Young Kwi.

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Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses./
Author:	Kim, Young Kwi.
Description:	169 p.
Notes:	Source: Dissertation Abstracts International, Volume: 64-02, Section: A, page: 0575.
Contained By:	Dissertation Abstracts International64-02A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3080049

Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses.
Kim, Young Kwi.

Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses. - 169 p.

Source: Dissertation Abstracts International, Volume: 64-02, Section: A, page: 0575.

Thesis (Ph.D.)--The George Washington University, 2003.

Faced with a competitive market environment, an increasing number of service organizations are using penalties as an essential means of increasing revenues. Because customers' responses to penalties are usually negative, it is very important that service organizations make efforts to manage penalty policies and penalty incidents. This dissertation develops an integrative framework to explain customers' responses to penalties based on well-established theories. Concepts from attribution theory, operant conditioning theory, social justice theory, and expectancy disconfirmation are used to explain customers' cognitive, affective, and behavioral responses. The study examines the effects of attribution and penalty attributes on customers' perceptions of justice and the effects of perceived justice on dissatisfaction/satisfaction judgments. Also, the study investigates the role of dissatisfaction with penalties in overall satisfaction judgments and behavioral intentions (e.g., intentions to repurchase, intentions to engage in negative word-of-mouth).Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses.
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035 $a (UnM)AAI3080049
035 $a AAI3080049
040 $a UnM $c UnM
100 1 $a Kim, Young Kwi. $3 1947172
245 1 0 $a Customer evaluations of service organizations' penalties: An integrative framework based on cognitive, affective, and behavioral responses.
300 $a 169 p.
500 $a Source: Dissertation Abstracts International, Volume: 64-02, Section: A, page: 0575.
500 $a Directors: Amy K. Smith; Marilyn Liebrenz-Himes.
502 $a Thesis (Ph.D.)--The George Washington University, 2003.
520 $a Faced with a competitive market environment, an increasing number of service organizations are using penalties as an essential means of increasing revenues. Because customers' responses to penalties are usually negative, it is very important that service organizations make efforts to manage penalty policies and penalty incidents. This dissertation develops an integrative framework to explain customers' responses to penalties based on well-established theories. Concepts from attribution theory, operant conditioning theory, social justice theory, and expectancy disconfirmation are used to explain customers' cognitive, affective, and behavioral responses. The study examines the effects of attribution and penalty attributes on customers' perceptions of justice and the effects of perceived justice on dissatisfaction/satisfaction judgments. Also, the study investigates the role of dissatisfaction with penalties in overall satisfaction judgments and behavioral intentions (e.g., intentions to repurchase, intentions to engage in negative word-of-mouth).
520 $a This research uses a cross-sectional survey design and collects data online using the critical incident technique. The proposed model was estimated using two-stage least squares regression.
520 $a The results showed that different penalty attributes influence the three dimensions of perceived justice differentially and that perceived justice affects customers' dissatisfaction/satisfaction with penalties. The results have implications for both researchers and marketing practitioners. The study concludes with guidelines designed to help organizations to establish “penalties” that fit their customers' “crimes.”
590 $a School code: 0075.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Psychology, Behavioral. $3 1017677
690 $a 0338
690 $a 0384
710 2 0 $a The George Washington University. $3 1017405
773 0 $t Dissertation Abstracts International $g 64-02A.
790 1 0 $a Smith, Amy K., $e advisor
790 1 0 $a Liebrenz-Himes, Marilyn, $e advisor
790 $a 0075
791 $a Ph.D.
792 $a 2003
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3080049