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首页> 外文期刊>Journal of Business Research >An asymmetric configural model approach for understanding complainer emotions and loyalty
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An asymmetric configural model approach for understanding complainer emotions and loyalty

机译：用于理解投诉人情绪和忠诚度的非对称配置模型方法

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Few works emphasize the emotional nature of customer complaint behavior, and those that do so fodis largely on negativity. The idea that specific emotions might lead to idiosyncratic reactions and that in some cases positive emotions may also-be aroused during the complaint experience has been largely neglected. The study explores this issue by identifying specific emotions experienced by complainers and then relating them to resulting complainer loyalty levels, separately under conditions where the outcomes of the complaint process is evaluated favorably versus unfavorably. Complaint texts posted on a well-known website are content analyzed and six types of emotions (hopeful, puzzled, recessive, befooled, offended, and hypersensitive), three types of texting styles (general, specific, and threatening), and five types of complainer concerns (financial, technical, psychological, social, and physical) are identified via content analyses. Configural analyses reveal 33 combination paths of these antecedent conditions for complainer loyalty and 65 different combinations for disloyalty. Results suggest that the specific emotions approach potentially explains more about complaining customer behavior compared to the more general valence-based approach, and that post-complaint loyalty depends considerably on complainer emotions, concerns, and texting styles experienced and expressed during the complaint process. (C) 2016 Elsevier Inc. All rights reserved.
机译：很少有作品强调顾客投诉行为的情感本质，而那些作品则主要基于消极情绪。在某种程度上，特定的情绪可能导致特质反应，并且在某些情况下，在投诉过程中还可能引起积极的情绪，这一想法已被大大地忽略了。该研究通过识别投诉者所经历的特定情绪，然后将它们与产生的投诉者忠诚度水平相关联，以在对投诉过程的结果进行正面评价与负面评价的条件下分别进行探讨。将对内容在知名网站上发布的投诉文本进行内容分析，并分析六种类型的情绪（充满希望，困惑，隐性，愚弄，冒犯和过敏），三种类型的发短信样式（一般，特定和威胁性）以及五种类型的通过内容分析确定投诉人的担忧（财务，技术，心理，社会和身体方面）。形态分析显示，这些先决条件的33条组合路径有助于投诉者​​忠诚，而65条不同的组合则有助于忠诚度。结果表明，与更普遍的基于效价的方法相比，特定的情绪方法可能更能解释投诉顾客的行为，并且投诉后的忠诚度在很大程度上取决于投诉人在投诉过程中所经历和表达的情绪，担忧和发短信方式。 （C）2016 Elsevier Inc.保留所有权利。

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