Consumer satisfaction and redress with a government third-party complaints agency
Russell-Bennett, Rebekah, Hartel, Charmine, & Drennan, Judy (2010) Consumer satisfaction and redress with a government third-party complaints agency. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 23.
As governments around the world adopt a marketing orientation, the importance of consumer satisfaction to the effectiveness of the organization is being recognized. While some investigation of satisfaction with a government agencies' service has occurred, there is little examination of satisfaction with a government agency that acts as a third-party on the behalf of consumers to gain marketplace redress. Given the number of third-party complaints is increasing as a result of internet access to complaint channels, this research is a timely investigation. This study reports the findings of a survey of 454 complainants to an Australian Government agency: the Office of Fair Trading (OFT). The findings show that satisfaction with the service was subjectively experienced, based around individual expectations of the redress and satisfaction levels were higher when the redress sought was financial compared with non-financial forms of redress such as apology.
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|Item Type:||Journal Article|
|Keywords:||Complaints, Government, Consumer Satisfaction, Office of Fair Trading|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
|Divisions:||Current > Schools > School of Advertising, Marketing & Public Relations|
|Copyright Owner:||Copyright 2010 Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Inc.|
|Deposited On:||22 Mar 2011 03:16|
|Last Modified:||22 Aug 2012 14:29|
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