Determinantes del comportamiento de queja y su importancia en la segmentación de clientes insatisfechos | Cuadernos de Economía y Dirección de la Empresa CEDE

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Avgda. dels Tarongers, s/n, 46022 Valencia" "etiqueta" => "**" "identificador" => "aff0005" ] 1 => array:3 [ "entidad" => "Instituto de Economía Internacional, Facultad de Economía, Universidad de Valencia. Avgda. dels Tarongers, s/n, 46022 Valencia" "etiqueta" => "***" "identificador" => "aff0010" ] 2 => array:3 [ "entidad" => "Departamento de Dirección de Empresas, Facultad de Ciencias Empresariales, Universidad Pablo de Olavide, Ctra. Utrera, km. 1, 43013 Sevilla" "etiqueta" => "****" "identificador" => "aff0015" ] ] ] ] "titulosAlternativos" => array:1 [ "en" => array:1 [ "titulo" => "The importance of the complaint behavior determinants on the segmentation of dissatisfied customers" ] ] "pdfFichero" => "main.pdf" "tienePdf" => true "fechaRecibido" => "2006-04-07" "fechaAceptado" => "2007-10-18" "PalabrasClave" => array:2 [ "es" => array:1 [ 0 => array:4 [ "clase" => "keyword" "titulo" => "Palabras clave" "identificador" => "xpalclavsec130688" "palabras" => array:4 [ 0 => "Insatisfacción" 1 => "comportamiento de queja" 2 => "respuestas privadas" 3 => "segmentación del mercado y CHAID" ] ] ] "en" => array:1 [ 0 => array:4 [ "clase" => "keyword" "titulo" => "Keywords" "identificador" => "xpalclavsec130687" "palabras" => array:4 [ 0 => "Dissatisfaction" 1 => "complaining behavior" 2 => "private responses" 3 => "market segmentation and CHAID" ] ] ] ] "tieneResumen" => true "resumen" => array:2 [ "es" => array:2 [ "titulo" => "Resumen" "resumen" => "Esta investigación de carácter exploratorio aborda el proceso de formación del comportamiento de queja utilizando el proceso de segmentación de clientes. Consideramos que dicho comportamiento agrupa dos tipos de respuestas a la insatisfacción: las respuestas de queja y las respuestas privadas. Nuestro objetivo es conocer la capacidad que tiene la intensidad de la insatisfacción y otras variables relevantes de la literatura en la discriminación de segmentos de consumidores, con el propósito de estudiar sus comportamientos y características. La metodología de análisis CHAID ha permitido segmentar la muestra en diferentes grupos identificando los principales antecedentes de ambos tipos de respuestas. Los resultados concluyen que los sujetos muy insatisfechos que perciben baja probabilidad de éxito de una posible queja tienden a desarrollar más respuestas privadas. Además, los individuos que se quejan desarrollan más respuestas privadas que aquellos que no lo hacen." ] "en" => array:2 [ "titulo" => "Abstract" "resumen" => "This exploratory research deals with the consumer complaint behaviour process from the point of view of client segmentation. The authors consider that the different reactions to dissatisfaction can be grouped into complaint responses and private responses. The aim is to know the intensity of the dissatisfaction and other of the variables considered relevant by the literature contribute to those two types of responses. By knowing this, it will be possible to identify the differences derived from the type of complaint behaviour and from the client segments. The results show that the effect of antecedents will vary depending on the kind of response under consideration. The CHAID methodology has allowed the segmentation of the sample into different group, identifying the main antecedents for both types of response behaviour. Results conclude that very dissatisfied consumers perceiving low success probability in their complaining behaviour tend to develop more private responses. Moreover, consumer developing complaining behaviours develop more private responses that those ones that do not complain." ] ] "NotaPie" => array:1 [ 0 => array:2 [ "etiqueta" => "☆" "nota" => "Este estudio ha sido realizado con el apoyo financiero prestado por el proyecto SEJ2007–66054 del Ministerio de Educación y Ciencia." ] ] "bibliografia" => array:2 [ "titulo" => "Referencias bibliográficas" "seccion" => array:1 [ 0 => array:2 [ "identificador" => "bibs0005" "bibliografiaReferencia" => array:122 [ 0 => array:3 [ "identificador" => "bib1" "etiqueta" => "Anderson and Gerbing, 1988" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Structural Equation Modeling in Practice: A review and Recommended Two-Step Approach" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ …2] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:6 [ "tituloSerie" => "Psychological Bulletin" "fecha" => "1988" "volumen" => "vol. 103" "numero" => "núm. 3" "paginaInicial" => "411" "paginaFinal" => "423" ] ] ] ] ] ] 1 => array:3 [ "identificador" => "bib2" "etiqueta" => "Andrews and Currim, 2003" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Retention of latent segments in regression-based marketing models" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ …2] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "International Journal of Research in Marketing" "fecha" => "2003" "volumen" => "Vol. 20" "paginaInicial" => "315" "paginaFinal" => "321" ] ] ] ] ] ] 2 => array:3 [ "identificador" => "bib3" "etiqueta" => "Athanassopoulos, 2000" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Consumer satisfaction cues to support market segmentation and explain switching behavior" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:1 [ …1] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "Journal of Business Research" "fecha" => "2000" "volumen" => "Vol. 47" "paginaInicial" => "191" "paginaFinal" => "207" ] ] ] ] ] ] 3 => array:3 [ "identificador" => "bib4" "etiqueta" => "Athanassopoulos et al., 2001" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Behavioral responses to customer satisfaction: an empirical study" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:3 [ …3] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:6 [ "tituloSerie" => "European Journal of Marketing" "fecha" => "2001" "volumen" => "Vol. 35" "numero" => "núm. 5/6" "paginaInicial" => "687" "paginaFinal" => "707" ] ] ] ] ] ] 4 => array:3 [ "identificador" => "bib5" "etiqueta" => "Babin et al., 1994" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "An empirical comparison of alternative conceptualization of postconsumption reactions" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:3 [ …3] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:3 [ "tituloSerie" => "Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior" "fecha" => "1994" "volumen" => "Vol. 7" ] ] ] ] ] ] 5 => array:3 [ "identificador" => "bib6" "etiqueta" => "Bagozzi and Yi, 1988" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "On the Evaluation of Structural Equation Models" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ …2] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "Journal of the Academy of Marketing Science" "fecha" => "1988" "volumen" => "Vol. 16" "paginaInicial" => "74" "paginaFinal" => "94" ] ] ] ] ] ] 6 => array:3 [ "identificador" => "bib7" "etiqueta" => "Bagozzi, 1994" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Structura l Equation Model in Marketing Research" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:1 [ …1] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:4 [ "titulo" => "Basic Principles, Principles of Marketing Research" "fecha" => "1994" "editorial" => "Blackwell Publishers" "editorialLocalizacion" => "Oxford" ] ] ] ] ] ] 7 => array:3 [ "identificador" => "bib8" "etiqueta" => "Batista and Coenders, 2000" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Modelos de ecuaciones estructurales" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ …2] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:3 [ "fecha" => "2000" "editorial" => "Ed. 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Determinantes del comportamiento de queja y su importancia en la segmentación de clientes insatisfechos

The importance of the complaint behavior determinants on the segmentation of dissatisfied customers

Beatriz Moliner Velázquez**, Irene Gil Saura***, Gloria Berenguer Contri***, María Fuentes Blasco****

** Departamento de Comercialización e Investigación de Mercados, Facultad de Economía, Universidad de Valencia. Avgda. dels Tarongers, s/n, 46022 Valencia

*** Instituto de Economía Internacional, Facultad de Economía, Universidad de Valencia. Avgda. dels Tarongers, s/n, 46022 Valencia

**** Departamento de Dirección de Empresas, Facultad de Ciencias Empresariales, Universidad Pablo de Olavide, Ctra. Utrera, km. 1, 43013 Sevilla

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      "en" => array:1 [
        "titulo" => "The importance of the complaint behavior determinants on the segmentation of dissatisfied customers"
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            0 => "Insatisfacci&#243;n"
            1 => "comportamiento de queja"
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        "titulo" => "Resumen"
        "resumen" => "<p id="spar0005" class="elsevierStyleSimplePara elsevierViewall">Esta investigaci&#243;n de car&#225;cter exploratorio aborda el proceso de formaci&#243;n del comportamiento de queja utilizando el proceso de segmentaci&#243;n de clientes&#46; Consideramos que dicho comportamiento agrupa dos tipos de respuestas a la insatisfacci&#243;n&#58; las respuestas de queja y las respuestas privadas&#46; Nuestro objetivo es conocer la capacidad que tiene la intensidad de la insatisfacci&#243;n y otras variables relevantes de la literatura en la discriminaci&#243;n de segmentos de consumidores&#44; con el prop&#243;sito de estudiar sus comportamientos y caracter&#237;sticas&#46; La metodolog&#237;a de an&#225;lisis CHAID ha permitido segmentar la muestra en diferentes grupos identificando los principales antecedentes de ambos tipos de respuestas&#46; Los resultados concluyen que los sujetos muy insatisfechos que perciben baja probabilidad de &#233;xito de una posible queja tienden a desarrollar m&#225;s respuestas privadas&#46; Adem&#225;s&#44; los individuos que se quejan desarrollan m&#225;s respuestas privadas que aquellos que no lo hacen&#46;</p>"
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        "titulo" => "Abstract"
        "resumen" => "<p id="spar0010" class="elsevierStyleSimplePara elsevierViewall">This exploratory research deals with the consumer complaint behaviour process from the point of view of client segmentation&#46; The authors consider that the different reactions to dissatisfaction can be grouped into complaint responses and private responses&#46; The aim is to know the intensity of the dissatisfaction and other of the variables considered relevant by the literature contribute to those two types of responses&#46; By knowing this&#44; it will be possible to identify the differences derived from the type of complaint behaviour and from the client segments&#46; The results show that the effect of antecedents will vary depending on the kind of response under consideration&#46; The CHAID methodology has allowed the segmentation of the sample into different group&#44; identifying the main antecedents for both types of response behaviour&#46; Results conclude that very dissatisfied consumers perceiving low success probability in their complaining behaviour tend to develop more private responses&#46; Moreover&#44; consumer developing complaining behaviours develop more private responses that those ones that do not complain&#46;</p>"
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                      "titulo" => "Consumer satisfaction cues to support market segmentation and explain switching behavior"
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                      "titulo" => "Behavioral responses to customer satisfaction&#58; an empirical study"
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                        "tituloSerie" => "European Journal of Marketing"
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                        "tituloSerie" => "Advances in Consumer Research"
                        "fecha" => "1984"
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                      "titulo" => "The impact of gender differences on change in satisfaction over time"
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                      "titulo" => "Understanding service convenience"
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Información del artículo

ISSN: 11385758
Idioma original: Español

DOI:10.1016/S1138-5758(08)70065-3

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