Näytä suppeat kuvailutiedot

dc.contributor.advisorLeppäniemi, Matti
dc.contributor.authorJärvenpää, Jarno
dc.date.accessioned2017-07-08T10:17:17Z
dc.date.available2017-07-08T10:17:17Z
dc.date.issued2017
dc.identifier.otheroai:jykdok.linneanet.fi:1704816
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/54895
dc.description.abstractThe field of the marketing has been under change since services gained attention under 1970s. The customer behavior and the relationship marketing gained it focus in the 1990s. At the same time, the need for understanding the customer complaining be-havior was noticed being vital for service management. This research is a response for the Tronvoll’s (2012) call for better understanding the customer complaining behavior. Especially, he called for investigation of what makes the customers act and behave in certain way. The intention of this study was to explore triggers, inhibits and motivators, which affect to the complaining behavior and explore the customer complaining behavior. The theoretical framework builds on the theories of the customer complaining be-havior, the service quality and the service experience. The customer complaining behav-ior was based on the Hirschman’s (1975), the Singh’s (1988) and the Tronvoll’s (2012). The Tronvoll’s model was selected for the theoretical framework. The method of the analysis was to search for holistic features and patterns, which was supported by the discourse analysis, the content analysis and the theme analysis. The research data con-sisted of the two parts: 1) narratives of the bad service experiences and 2) thematic inter-views. The results showed that there are four types of moderators of the complaining be-havior: the psychological, the experimental, the presumption and the personal types of the customer complaining behavior. These types have a different input on the dimen-sions of the Tronvoll’s model. The types have a different kind of role on influencing cus-tomers do stand from complain; act towards third parties and to complain directly to the service provider. These findings highly support the earlier findings of the customer complaining behavior and clarify the influencer types behind the complaining behavioren
dc.format.extent1 verkkoaineisto (79 sivua)
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.rightsJulkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.fi
dc.rightsThis publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.en
dc.subject.otherCustomer Complaining Behavior
dc.subject.otherService
dc.subject.otherService Quality
dc.subject.otherService Experience
dc.subject.otherCustomer Orientation
dc.titleThe customer complaining behavior : why customers do not complain
dc.title.alternativeWhy customers do not complain
dc.identifier.urnURN:NBN:fi:jyu-201707083269
dc.type.ontasotPro gradu -tutkielmafi
dc.type.ontasotMaster’s thesisen
dc.contributor.tiedekuntaKauppakorkeakoulufi
dc.contributor.tiedekuntaSchool of Business and Economicsen
dc.contributor.laitosTaloustieteetfi
dc.contributor.yliopistoUniversity of Jyväskyläen
dc.contributor.yliopistoJyväskylän yliopistofi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineMarketingen
dc.date.updated2017-07-08T10:17:17Z
dc.rights.accesslevelopenAccessfi
dc.type.publicationmasterThesis
dc.contributor.oppiainekoodi20423
dc.subject.ysoasiakkaat
dc.subject.ysopalvelut
dc.subject.ysolaatu
dc.subject.ysovalitukset
dc.format.contentfulltext
dc.type.okmG2


Aineistoon kuuluvat tiedostot

Thumbnail

Aineisto kuuluu seuraaviin kokoelmiin

Näytä suppeat kuvailutiedot