ORCID Profile
0000-0002-5943-3172
Current Organisation
Deakin University
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Publisher: SAGE Publications
Date: 22-01-2020
Abstract: Resource exchange theory suggests service recovery compensation is optimal when it is commensurate with what was lost (e.g., refund for overcharging). However, in practice, companies cannot always follow the theory-driven prescriptions, and the complaint recovery literature remains silent on how to best recover in such suboptimal situations. This study takes a resource-based theory stance to propose Mix& Match, a complaint recovery framework for tangible compensation offers (refunds, redeliveries, or credits) to optimize customer retention and lifetime value in both optimal and suboptimal complaint recovery scenarios. We find that matching tangible compensation with the complaint cause (e.g., redelivery for expired products) is the most effective recovery response for improving customer retention and lifetime value. However, in suboptimal nonmatching scenarios, monetary compensation in the form of store credit proves to be the most effective response.
Publisher: SAGE Publications
Date: 26-05-2021
DOI: 10.1177/00222437211011196
Abstract: This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, the authors theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, they find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for the theorized effects. This study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, the results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.
Publisher: Elsevier BV
Date: 2019
Publisher: SAGE Publications
Date: 25-11-2016
Abstract: Customer retention has become a focal priority. However, the process of implementing an effective retention c aign is complex and dependent on firms’ ability to accurately identify both at-risk customers and those worth retaining. Drawing on empirical and simulated data from two online retailers, we evaluate the performance of several parametric and nonparametric churn prediction techniques, in order to identify the optimal modeling approach, dependent on context. Results show that under most circumstances (i.e., varying s le sizes, purchase frequencies, and churn ratios), the boosting technique, a nonparametric method, delivers superior predictability. Furthermore, in cases/contexts where churn is more rare, logistic regression prevails. Finally, where the size of the customer base is very small, parametric probability models outperform other techniques.
Publisher: Elsevier BV
Date: 10-2014
No related grants have been discovered for Ali Tamaddoni.