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Article
Publication date: 17 June 2021

Durgesh Agnihotri, Kushagra Kulshreshtha and Vikas Tripathi

Banking industry has no option but to remain observant and redraft the contagion playbook as per the situation evolves owing to COVID-19. Therefore, this study aims to…

Abstract

Purpose

Banking industry has no option but to remain observant and redraft the contagion playbook as per the situation evolves owing to COVID-19. Therefore, this study aims to develop a model to examine empirically how effectively complaints are handled to control customer retaliation and negative e-word of mouth (eWOM) in such a pandemic situation, where banking institutions are using social media as a key platform.

Design/methodology/approach

A self-administered questionnaire was distributed among 309 participants who had encountered service failure and experienced complaint handling on Facebook. This study draws upon prevailing literature to test a series of hypotheses through structural equation modeling.

Findings

The findings show that effective complaint handling has a negative influence on customer retaliation in the social media environment. As a result, customer retaliation was found to have a positive association with negative eWOM. Therefore, this study has revealed that effective complaint handling will lead to decrease in customer retaliation and negative eWOM.

Practical implications

This study carries an understanding of effective complaint handling efforts by leading banks in the social media environment during the COVID-19 pandemic. This study recommends that customized and effective efforts by the banks can influence customer retaliation and negative e-WOM.

Originality/value

The study is conducted during COVID-19 pandemic considering the impact of COVID-19 on banking sector, which is a new phenomenon. This study has highlighted how banks have modified their working methodology during pandemic situation by using Facebook as a prominent platform to redress customers’ issues and complaints.

Details

International Journal of Innovation Science, vol. 14 no. 3/4
Type: Research Article
ISSN: 1757-2223

Keywords

Article
Publication date: 11 October 2021

Durgesh Agnihotri, Kushagra Kulshreshtha, Vikas Tripathi and Pallavi Chaturvedi

The purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role…

Abstract

Purpose

The purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).

Design/methodology/approach

A self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.

Findings

The findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.

Practical implications

This study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.

Originality/value

This is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

Details

Asia-Pacific Journal of Business Administration, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-4323

Keywords

Article
Publication date: 8 July 2022

Pallavi Chaturvedi, Kushagra Kulshreshtha, Vikas Tripathi and Durgesh Agnihotri

This study aims at analyzing the impact of green restaurants' sustainable practices (food safety, food sustainability practices, food quality, and environmental…

Abstract

Purpose

This study aims at analyzing the impact of green restaurants' sustainable practices (food safety, food sustainability practices, food quality, and environmental sensitivity) on consumer satisfaction and revisit intention.

Design/methodology/approach

A self-administered questionnaire was used to collect data from 417 participants who had recently experienced the services of leading green restaurants. The study draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.

Findings

The findings of the study have confirmed that sustainable practices such as food safety, food sustainability practices, environmental sensitivity, and food quality significantly influence consumers' satisfaction and revisit intentions. The willingness to pay has been found as a sensitive issue as it moderates the relationship between consumer satisfaction and revisit intention.

Practical implications

This study provides important insights for the businesses operating in foodservice industry. The study suggests important strategies to the restaurant business owners for improving their consumers' satisfaction and revisit intentions. These strategies may help foodservice businesses in building strong brand reputation and a competitive edge over others.

Originality/value

This study contributes to the food service literature by examining the restaurants' environmental legitimacy (food safety, food sustainability practices, food quality, and environmental sensitivity) from consumers' perspective. Moreover, the current study also fills the gap in literature by expanding the knowledge of consumers' pro-environmental behavior in the context of developing nations. Besides, to the best of the authors' knowledge, this is among very few studies, which have emphasized on analyzing consumer satisfaction and revisit intention based on their experience in a green restaurant on particular sustainable parameters.

Details

Asia-Pacific Journal of Business Administration, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-4323

Keywords

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