Customer Responses Following Service Failures:

Abstract

Avoiding failures in the service delivery process is challenging, even for outstanding service companies. Service failure refers to the situation where the provided service falls short of customer expectations. Customer responses to such failures range from direct or indirect expression of dissatisfaction to negative word-of-mouth. These responses are collectively referred to as “customer complaining behavior”. With a focus on the cognition-emotion approach, this paper synthesizes two crucial bodies of prior literature on customer complaining behavior. The first concentrates on the conceptual development of this behavior, revealing its multifaceted nature. The second examines the antecedents of customer complaining behavior, considering cognitive, emotional, personality, and situational factors. By systematically organizing these bodies of prior research, this paper elucidates the theoretical advances in understanding customer complaining behavior and identifies research gaps. In particular, the paper proposes three directions for future research to advance scholarly inquiry and deepen understanding of the complexity of customer complaining behavior in service environments.

Keywords

• customer complaining behavior
• cognitive appraisal
• emotion
• personal attributes
• situational factors