Work

Customer Compliments as More Than Complementary Feedback

Year: 2001

Type: article

Abstract: Customer compliments as under-researched forms of customer feedback are examined and ten propositions developed. Some preliminary findings from a pilot study are also presented in support of an extended set of motivations to explain complimenting behavior, that is, Complimenting behavior = f(delight, expected benefits, involvement, social norms, and personal and situational factors). Managerial and marketing implications are discussed throughout the paper, including a recommended four step process firms may use to capitalize on the potential that customer compliments offer: 1. Encourage compliments. 2. Recognize and capture compliments. 3. Understand compliments. 4. Act on compliments.

Source: The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior

Authors: Frederic B. Kraft, Charles L. Martin

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W2736552620

FWCI: 0.772

Cites:

Cited by: 36

Related to: 10