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Customer satisfaction continues to be an important topic in the financial services industry. However, there is an increasing awareness that customer satisfaction as such is not enough. Distinguishes between overall satisfied customers and latently dissatisfied customers; the latter being those customers who, although reporting satisfaction in a survey, have other characteristics (i.e. satisfaction with specific service items and/or socio‐demographic characteristics) that resemble dissatisfied customers. The identification of these latently dissatisfied customers may function as an early warning signal. Indeed, their probability to defect is relatively high and can be compared to that of dissatisfied customers. Proposes a data mining technique called “characteristic rules” to identify latently dissatisfied customers of a Belgian bank. Appropriate marketing actions (dissatisfaction management) may help to avoid these customers leaving. Therefore, the objective of this study is to provide scholars and business managers with theoretical, methodological and managerial insights into identifying latently dissatisfied customers.

Very little prior research has analyzed the behavior of dissatisfied consumers who complain to the Better Business Bureau (BBB). Therefore, interviews were conducted with dissatisfied consumers who filed complaints with the BBB against companies in three industries – auto dealers, dry cleaners, and home construction. The results reveal significant gaps between dissatisfied consumers’ resolution preferences and companies’ resolution offers. Further, the results highlight the highly negative word‐of‐mouth communication activity and repeat purchase intentions of dissatisfied consumers who complain to the BBB. Based on these data, complaint resolution recommendations are provided to improve customer service managers’ handling of dissatisfied consumers.

Whether they can legitimately be described as virtuosi or one man (sic) bands, information professionals working in isolation have become something of a cause célèbre recently. This study looks first at their contribution to the collection, analysis, synthesis and dissemination of information in a single field — that of employment studies. Then, using the test of relative job satisfaction as a function of effectiveness, the characteristics, problems and satisfactions of the workers themselves are examined. The present work is based on two reports of a survey undertaken on behalf of the British Library Research and Development Department in 1983.

This article is a proposal and aims to be a first step to develop a method to evaluate and classify environmental noise, according to EN‐15251 and CR‐1752, in the built environment based on the percentage of dissatisfied related to the equivalent background noise level.

In the European guideline CR‐1752 and the standard EN‐15251 three categories of the indoor environment in buildings are prescribed (category A, B and C). In the recommendations, the limit whereby the percentage of dissatisfied should remain under varies in each category for both the thermal indoor environment and the air quality. The categories for noise and illumination criteria are not yet explicitly related to a percentage of dissatisfied.

Using the percentage of dissatisfied as the evaluation criterion, when related to the equivalent background noise, produces a more refined evaluation of comfort than an evaluation based on the percentage of seriously disturbed or the effects of sleep deprivation in relation to external noise. Furthermore, this corresponds to the European standards and recommendations concerning quality classification of the indoor environment, based on the percentage of dissatisfied.

Based on recent European undertakings concerning the development of categories for the indoor environment based on the percentage of dissatisfied, it is desirable to utilise these categories to noise aspects too, and to relate it to the equivalent background noise level.

Venting negative emotions on social networking sites (SNS) has become a growing phenomenon among dissatisfied customers. Drawing on social cognitive theory (SCT), the purpose of this paper is to explore the effects of personal outcome expectations and computer self-efficacy on the posting of negative behavior and its impact on venting negative emotions on SNS.

Structural equation modeling was conducted, and 342 dissatisfied customers in Taiwan made up the sample.

This study found that both personal outcome expectations and computer self-efficacy positively affect the posting of negative behavior, which increases the effect of venting negative emotions. Moreover, gender moderates the relationships between the variables in the proposed model.

A bias may exist because sampling was conducted through an online survey on a specific website. This study extended the SCT model by adding the effect of venting negative emotions to the original model and suggested that researchers take gender into consideration when developing consumer complaint theories.

This study suggested that service providers need to detect negative statements and take action before these statements lead to switching behavior among dissatisfied customers. Moreover, “webcare” is recommended as an effective tool to counter negative comment effects among those exposed to complaints on SNS.

This study advanced the understanding of SCT for dissatisfied customers posting negative experiences in the context of SNS.

Few scholars have so far explored how healthcare service quality affects patient dissatisfaction, leading to negative behavior responses when a healthcare service fails. The purpose of this paper is to examine how different service quality attributes affect patient dissatisfaction leading to a variety of asymmetric negative behavior responses.

Following a survey of 453 dissatisfied outpatients in Korea, structural equation modeling with a series of post hoc analyses is used to test the research model. It consists of five hypotheses.

Outcome quality is found to be the most significant variable affecting patient dissatisfaction, followed by administrative quality, interactive quality, and environmental quality. Dissatisfied patients tend to engage more in active behaviors (e.g. negative word-of-mouth, switching, and complaining) than in remaining passive in a non-linear way. Also, the mediating role of dissatisfaction is found to be significant.

This paper has empirically identified the most significant service quality attributes that lead to dissatisfied patients and negative behaviors on their part. These findings indicate that different quality attributes of service failure lead to different actions. However, this study has suffered from a few limitations as a result of its research context and scope.

This paper is one of the very few empirical studies examining the relationships among the output and process quality attributes, patient dissatisfaction, and actual behaviors in a healthcare service failure context.

The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing service provider in the business‐to‐business (B2B) services sector.

This review paper synthesises the findings from previous studies on switching barriers, and relationship variables, dependence, and calculative commitment.

Five major factors deter customers from switching to an alternative service provider: switching costs; interpersonal relationships; the attractiveness of alternatives; service recovery; and inertia. These factors are mediated by dependence and calculative commitment.

This is the first comprehensive study of the factors that potentially influence dissatisfied customers to remain behaviourally loyal to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery.

Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique aspect of this study is that it specifically recognizes positive word‐of‐mouth as a possible post‐complaint response. The results indicate that the major factor that determines why some dissatisfied consumers seek redress and give the seller a chance to remedy the problem, while others exit and engage in negative word‐of‐mouth behavior, is the perceived likelihood of success. Results also show that, once a dissatisfied customer seeks redress, that person expects to receive a fair settlement but, more importantly, to be treated with courtesy and respect. Based on these results, discusses the pervasive effects of customer service on consumer complaining behavior, and offers managerial recommendations.

This paper seeks to explore satisfactory and dissatisfactory service encounters in higher education.

The data are collected through the well established critical incident technique (CIT) method. All the satisfied and dissatisfied critical incidents are then grouped on the basis of Bitner et al.'s classification under three headings, i.e. service delivery system (group I), (un)fulfilled needs and requests (group II) and polite behaviour/unprompted and unsolicited actions (group III). A total of 20 students took part in the study on a voluntary basis and reported 210 incidents. On average, every student provided ten to 12 incidents.

The study results identified both satisfied and dissatisfied service encounters in the three identified groups. A majority of the satisfied (62.5 per cent) and dissatisfied (74.5 per cent) critical incidents were related to service delivery system. However the remaining two groups, i.e. (un)fulfilled needs and requests and polite behaviour/unprompted and unsolicited actions, showed a smaller percentage of satisfied and dissatisfied incidents in higher education.

Owing to the exploratory nature of the study and the scope and size of the study sample, the results outlined are tentative in nature. The research study also only investigates the experiences of one stakeholder group (students).

Although universities periodically organise various training programmes and workshops for updating the knowledge of the teachers, these programmes are yet to be made more effective. Hence in this regard it is suggested to design an effective policy for monitoring the usefulness of such programmes.

This study makes a first attempt to pursue CIT across significant service dimensions of higher education that encompass teaching, examination, library, computer lab, administration and infrastructure encompassing both satisfied and dissatisfied incidents which till today has not been considered in the literature.

The research paper aims to study dissatisfaction of teleworking employees in Spain during the Covid-19 health pandemic in order to propose three models: sociodemographic profile of the teleworking dissatisfied employee; advantages and disadvantages for the teleworking dissatisfied employee and advantages for the teleworking dissatisfied employee.

This study uses official open data obtained from the Spanish National Statistical Institute (INE, 2022) through Decision Trees statistical multivariable models implementing Classification and Regression Trees and Recursive Partitioning and Regression Trees techniques to determine the variables that can influence the satisfaction or dissatisfaction of the subjects.

This investigation offers three models with two sociodemographic profiles of dissatisfied teleworking employee, who is a high/middle-level manager/employee around 45 years old, and she/he lives with the partner. Regarding the most important advantage of teleworking, employees consider “use/saving of time” and as disadvantage “worse organization and coordination of work”.

This research provides empirical evidence with inductive reasoning on understanding the challenges of teleworking dissatisfied employees in Spain not only in turbulent times but also in “normalcy” to improve overall teleworker well-being and accomplish company’s and organization’s long-term objectives for better productivity and effectivity. The study has high practical value due to the integral approach incorporating dissatisfaction as a driver that can trigger negative behaviours towards the organizations and that is seldom addressed in the literature. Additionally, this paper could provide some new ideas for accomplishing “Spain Digital 2025” and “Europe’s Digital Decade: 2030” plans on institutional level.