Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar

Understanding customer complaining behaviour is imperative in the current economic condition as it could serve as a signal to the deteriorating performance of any organisation. It is much more crucial for service organisation because customers tend to move from one organisation to another when dissa...

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Main Author:	Mohd Ishar, Nor Irvoni
Format:	Book Section
Language:	English
Published:	Institute of Graduate Studies, UiTM 2018
Subjects:	Employee motivation Performance standards
Online Access:	http://ir.uitm.edu.my/id/eprint/22119/ http://ir.uitm.edu.my/id/eprint/22119/1/ABS_NOR%20IRVONI%20MOHD%20ISHAR%20TDRA%20VOL%2014%20IGS%2018.pdf

id	uitm-22119
recordtype	eprints
spelling	uitm-221192018-11-13T07:43:14Z http://ir.uitm.edu.my/id/eprint/22119/ Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar Mohd Ishar, Nor Irvoni Employee motivation Performance standards Understanding customer complaining behaviour is imperative in the current economic condition as it could serve as a signal to the deteriorating performance of any organisation. It is much more crucial for service organisation because customers tend to move from one organisation to another when dissatisfaction persists. What may worsen the situation is that customers do not only just complain, but they retaliate. For retaliation to surface, it requires a specific trigger, the emotion. Therefore, the aim of this study is to investigate the concept of customer retaliation in relation to dissatisfying service experience with the interplay of emotion. The study investigates the relationship between the three variables, and the mediation effect of negative emotional experience on the relationship between dissatisfied service experience and subscribers voice retaliation behaviour. Despite extensive research conducted on the topic, understanding on its overall concept is still scarce, over simplified, and does not reflect the full spectrum of the subject. Many of the studies conducted have been focusing only on certain aspects of behavioural responses, i.e. switch and negative word-of-mouth, and overlooks other possible aggressive response such as retaliation. Important pertinent concepts such as emotions are ignored, thus creating a knowledge vacuum as it fails to highlight the severity of such behaviour. These voids leave researchers and practitioners, with limited information in understanding the full spectrum of complaining responses. Therefore, it is imperative that voice retaliation be further investigated. Such an understanding is likely to enhance the existing body of knowledge on how dissatisfaction can be dealt with effectively, and a model of coping with dissatisfaction and retaliation can be conceptualized and tested… Institute of Graduate Studies, UiTM 2018 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/22119/1/ABS_NOR%20IRVONI%20MOHD%20ISHAR%20TDRA%20VOL%2014%20IGS%2018.pdf Mohd Ishar, Nor Irvoni (2018) Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar. In: The Doctoral Research Abstracts. IGS Biannual Publication, 14 . Institute of Graduate Studies, UiTM, Shah Alam.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Employee motivation Performance standards
spellingShingle	Employee motivation Performance standards Mohd Ishar, Nor Irvoni Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
description	Understanding customer complaining behaviour is imperative in the current economic condition as it could serve as a signal to the deteriorating performance of any organisation. It is much more crucial for service organisation because customers tend to move from one organisation to another when dissatisfaction persists. What may worsen the situation is that customers do not only just complain, but they retaliate. For retaliation to surface, it requires a specific trigger, the emotion. Therefore, the aim of this study is to investigate the concept of customer retaliation in relation to dissatisfying service experience with the interplay of emotion. The study investigates the relationship between the three variables, and the mediation effect of negative emotional experience on the relationship between dissatisfied service experience and subscribers voice retaliation behaviour. Despite extensive research conducted on the topic, understanding on its overall concept is still scarce, over simplified, and does not reflect the full spectrum of the subject. Many of the studies conducted have been focusing only on certain aspects of behavioural responses, i.e. switch and negative word-of-mouth, and overlooks other possible aggressive response such as retaliation. Important pertinent concepts such as emotions are ignored, thus creating a knowledge vacuum as it fails to highlight the severity of such behaviour. These voids leave researchers and practitioners, with limited information in understanding the full spectrum of complaining responses. Therefore, it is imperative that voice retaliation be further investigated. Such an understanding is likely to enhance the existing body of knowledge on how dissatisfaction can be dealt with effectively, and a model of coping with dissatisfaction and retaliation can be conceptualized and tested…
format	Book Section
author	Mohd Ishar, Nor Irvoni
author_facet	Mohd Ishar, Nor Irvoni
author_sort	Mohd Ishar, Nor Irvoni
title	Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
title_short	Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
title_full	Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
title_fullStr	Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
title_full_unstemmed	Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
title_sort	malaysian telecommunication customer voice retaliation from dissatisfied service experience: the mediating effect of negative emotion / nor irvoni mohd ishar
publisher	Institute of Graduate Studies, UiTM
publishDate	2018
url	http://ir.uitm.edu.my/id/eprint/22119/ http://ir.uitm.edu.my/id/eprint/22119/1/ABS_NOR%20IRVONI%20MOHD%20ISHAR%20TDRA%20VOL%2014%20IGS%2018.pdf
first_indexed	2023-09-18T23:07:58Z
last_indexed	2023-09-18T23:07:58Z
_version_	1777418610808979456

Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar

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