Relationship between Service Quality and Behavioural Consequences in Telecom Sector (A Study of Telecom Service Providers of Chandigarh, Panchkula and Mohali)

Sandhya Joshi
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Sandhya Joshi: Assistant Professor, Graphic Era University, Dehradun, India

Indian Journal of Commerce and Management Studies, 2011, vol. 2, issue 6, 96-101

Abstract: The influence of service quality and customer satisfaction on complaint behaviour has rarely been studied to date. However, for effective service recovery, it is imperative to know who ends the relationship, who recommends the others to go for the service provider and who complains to the company. This paper provides a framework on how three loyalty types react to a critical incident causing dissatisfaction. Truly loyal customers are expected to complain instead of leaving, whereas disloyal consumers will prefer to choose exit. Considering loyalty for explaining complaining behaviour will support managers in develo-ping effective customer care concepts as well as focusing on the most valuable customers, the truly loyal and profitable ones.

Keywords: Service Quality; Switching Intention; Complaining Behaviour. (search for similar items in EconPapers)
Date: 2011
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