An asymmetric configural model approach for understanding complainer emotions and loyalty

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dc.authoridVarnali, Kaan/0000-0002-9731-6532|TARI KASNAKOGLU, BERNA/0000-0002-8296-4107|Yilmaz, Cengiz/0000-0002-9383-1457
dc.authorwosidVarnali, Kaan/N-8826-2018
dc.contributor.authorKasnakoglu, Berna Tari
dc.contributor.authorYilmaz, Cengiz
dc.contributor.authorVarnali, Kaan
dc.date.accessioned2024-07-18T20:42:45Z
dc.date.available2024-07-18T20:42:45Z
dc.date.issued2016
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractFew works emphasize the emotional nature of customer complaint behavior, and those that do so fodis largely on negativity. The idea that specific emotions might lead to idiosyncratic reactions and that in some cases positive emotions may also-be aroused during the complaint experience has been largely neglected. The study explores this issue by identifying specific emotions experienced by complainers and then relating them to resulting complainer loyalty levels, separately under conditions where the outcomes of the complaint process is evaluated favorably versus unfavorably. Complaint texts posted on a well-known website are content analyzed and six types of emotions (hopeful, puzzled, recessive, befooled, offended, and hypersensitive), three types of texting styles (general, specific, and threatening), and five types of complainer concerns (financial, technical, psychological, social, and physical) are identified via content analyses. Configural analyses reveal 33 combination paths of these antecedent conditions for complainer loyalty and 65 different combinations for disloyalty. Results suggest that the specific emotions approach potentially explains more about complaining customer behavior compared to the more general valence-based approach, and that post-complaint loyalty depends considerably on complainer emotions, concerns, and texting styles experienced and expressed during the complaint process. (C) 2016 Elsevier Inc. All rights reserved.en_US
dc.description.sponsorshipScientific and Technological Research Council of Turkey (TUBITAK) [SOBAG 112K462]en_US
dc.description.sponsorshipThis research has been funded by the Scientific and Technological Research Council of Turkey (TUBITAK Project #SOBAG 112K462).en_US
dc.identifier.doi10.1016/j.jbusres.2016.03.027
dc.identifier.endpage3672en_US
dc.identifier.issn0148-2963
dc.identifier.issn1873-7978
dc.identifier.issue9en_US
dc.identifier.scopus2-s2.0-84962175625en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage3659en_US
dc.identifier.urihttps://doi.org/10.1016/j.jbusres.2016.03.027
dc.identifier.urihttps://hdl.handle.net/11411/7408
dc.identifier.volume69en_US
dc.identifier.wosWOS:000378953200049en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherElsevier Science Incen_US
dc.relation.ispartofJournal of Business Researchen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectComplainer Emotionsen_US
dc.subjectCustomer Complaint Behavioren_US
dc.subjectCcben_US
dc.subjectComplaint Managementen_US
dc.subjectComplexity Theoryen_US
dc.subjectFsqcaen_US
dc.subjectService-Dominant Logicen_US
dc.subjectCustomer Complaintsen_US
dc.subjectComplexity Theoryen_US
dc.subjectBehavioral-Responsesen_US
dc.subjectSatisfactionen_US
dc.subjectDissatisfactionen_US
dc.subjectPerceptionsen_US
dc.subjectJusticeen_US
dc.subjectPerspectiveen_US
dc.subjectExperienceen_US
dc.titleAn asymmetric configural model approach for understanding complainer emotions and loyaltyen_US
dc.typeArticleen_US

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