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dc.contributorClyde A. Wardenen_US
dc.contributorJames Stanworthen_US
dc.contributor.advisorJane Lu Hsuen_US
dc.contributor.authorChiu, Vikki Wei-Tingen_US
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dc.description.abstractComplaint handling has great influence on customer retention and provides a chance for businesses to improve service quality. The research intended to reveal the linkage of family communication patterns and complaint actions for adolescent customers. The relationship between post-complaint behavior and service recovery satisfaction was discussed. A consumer survey was administered in the metropolitan area of Taipei. Stratified sampling procedure was applied following the age and gender distribution of the population between the ages of 13 to 19. Consensuses from parents were obtained prior to the survey. Based on the results of the study, adolescent customers with high concept-orientation and high socio-orientation were prone to complain for dissatisfaction. Private actions were preferred by adolescent customers to express dissatisfaction, followed by using the internet or through actions of parents. For either complainers or non-complainers, having real compensations immediately is preferred to receiving compensations for the next patronage. Adolescent preferred to have discounts, followed free desserts. The results indicated that adolescents were more straightforward and they wanted to have compensations immediately. Furthermore, service recovery satisfaction showed a positive relationship with repeat purchases. Adolescent customers who were satisfied with service or food compensations would be likely to have repeat purchases. Nevertheless, adolescents who were unsatisfied with the service or food recovery did not totally cease purchasing. Based on the results of the study, strategic marketing was suggested for marketing managers to enhance the complaint management mechanism.en_US
dc.description.tableofcontentsTABLE OF CONTENTS LIST OF TABLES iii LIST OF FIGURES iv CHAPTER 1 INTRODUCTION 1 1.1 Research Background 1 1.2 Research Motivations and Objectives 5 CHAPTER 2 LITERATURE REVIEW 7 2.1 Family Communication 7 2.2 Post-complaint Behavior 11 2.3 Service Recovery 16 2.4 Conceptual Framework 19 CHAPTER 3 RESEARCH METHODOLOGY 21 3.1 Research Design 21 3.1.1 Surveyed Respondents 21 3.1.2 Measurements 22 3.2 Data Collection 25 3.3 Analytical Methods 26 3.3.1 Descriptive Statistics 27 3.3.2 Factor Analysis 27 3.3.3 Internal Consistency 28 3.3.4 Multivariate Analysis of Variance (MANOVA) 28 CHAPTER 4 EMPIRICAL RESULTS 29 4.1 Demographics 29 4.2 Family Communication Patterns 30 4.3 Post-complaint Behavior 34 4.4 The Linkage of Family Communication and Post-complaint Behavior 38 4.5 Service Failure Recovery 45 4.6 The Linkage of Post-complaint Behavior and Service Recovery Satisfaction 46 4.7 The Linkage of Service Recovery Satisfaction and Repeat Purchase Intentions 48 CHAPTER 5 CONCLUSION 50 5.1 Conclusion 50 5.2 Marketing Implications 51 5.3 Limitations and Further Research 54 REFERENCE 55 APPENDIX- Questionnaire 63 LIST OF TABLES Table 2-1-1 Comparison of Socio-orientation and Concept-orientataion 10 Table 3-2-1 Age Distributions of Samples and the Censuses 26 Table 4-1-1 Demographics of Respondents 30 Table 4-2-1 Dimensions of Family Communication Patterns 31 Table 4-3-1 Complaint Channels Taken by Unsatisfied Adolescent Customers 38 Table 4-4-1 Family Communication Orientation toward Post-complaint Actions in Service Failures 40 Table 4-4-2 Family Communication Orientation toward Post-complaint Actions in Food Failures 42 Table 4-4-3 Percentages of Respondents to Complain If Offered a Chance 44 Table 4-6-1 Service Recovery Satisfaction of Non-complainers and Complainers 47 Table 4-7-1 Service Recovery Satisfaction with Compensations and Repeat Purchases 49 LIST OF FIGURES Figure 2-1-1 Family Communication Patterns 8 Figure 2-2-1 The Classification of Consumer Complaint Behavior 13 Figure 2-4-1 Conceptual Framework 20 Figure 4-2-1 Family Communication Patterns of Adolescents in Taiwan 32 Figure 4-2-2 Parental Interactions in Various Family Communication Patterns 33 Figure 4-3-1 Experiences of Dissatisfaction in Buffet Restaurants 35 Figure 4-3-2 Frequencies of Complaint Actions due to Dissatisfaction 36 Figure 4-3-3 Relative Frequencies of Complaint Actions due to Dissatisfaction 37 Figure 4-5-1 Relative Frequencies of Respondents Satisfied With Compensation 45en_US
dc.titleInfluences of family communication patterns on complaints and preferences of service failure recovery for adolescent customersen_US
dc.typeThesis and Dissertationzh_TW
item.openairetypeThesis and Dissertation-
item.fulltextno fulltext-
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