Moshe Davidow - Academia.edu (original) (raw)
Papers by Moshe Davidow
Silent Voices
Journal of Service Research, May 1, 2005
Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied cons... more Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied consumers, they have not yet received adequate attention from marketing researchers. To understand the paradoxical combination of dissatisfaction and absence of complaint, the authors use the Lazarus cognitive-emotive model of coping with situational challenge. They added a moderator, the Seeking Redress Propensity (SRP) to this model and then developed a theoretical model and a set of hypotheses. A sample of consumers who had experienced a negative incident with the bank were administered a questionnaire by telephone. The sample was designed in such a way that half of them had complained and half had not. It was found that SRP is a significant moderator. In addition, SRP is shown to be strongly related to the likelihood of complaining. Lazarus’s model is basically supported, mostly for the customers scoring higher on SRP. Theoretical and managerial implications are proposed.
Elliot Schreiber, The Yin and Yang of Reputation Management, London: Enlightened Enterprise Media, 2021, First Edition, 307 pp. Price US$25 (Paperback); US$35 (Hardback). ISBN 9781739883706
Journal of Creating Value
JOURNAL OF HOSPITALITY & TOURISM RESEARCHDavidow / RESPONSES O CUSTOMER COMPLAINTS THE BOTTOM LINE IMPACT OF ORGANIZATIONAL RESPONSES TO CUSTOMER COMPLAINTS
Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by pre-senting and testing a model of complainants ’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The re-sults provide partial support for the model. Attentiveness is the most important organiza-tional response dimension, affecting both word-of-mouth activity and repurchase inten-tions. Managerial implications are discussed.
Journal of Service Research, 2003
The purpose of this article is to summarize the current research in the field of complaint handli... more The purpose of this article is to summarize the current research in the field of complaint handling, specifically to focus on how the organizational response to a customer complaint affects the postcomplaint customer behavior. A model framework is presented that divides these organizational responses into six separate dimensions (timeliness, facilitation, redress, apology, credibility, and attentiveness) and takes an in-depth look at each dimension in turn. Major questions and conclusions are presented for each dimension, which attempt to clarify what is really known or not known about the effect of that dimension on postcomplaint customer behavior. Special topics of future areas of research are discussed and a revised framework is presented to facilitate future research.
Silent Voices
Journal of Service Research, 2005
Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied cons... more Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied consumers, they have not yet received adequate attention from marketing researchers. To understand the paradoxical combination of dissatisfaction and absence of complaint, the authors use the Lazarus cognitive-emotive model of coping with situational challenge. They added a moderator, the Seeking Redress Propensity (SRP) to this model and then developed a theoretical model and a set of hypotheses. A sample of consumers who had experienced a negative incident with the bank were administered a questionnaire by telephone. The sample was designed in such a way that half of them had complained and half had not. It was found that SRP is a significant moderator. In addition, SRP is shown to be strongly related to the likelihood of complaining. Lazarus’s model is basically supported, mostly for the customers scoring higher on SRP. Theoretical and managerial implications are proposed.
Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior
Journal of International Marketing, 2006
International animosity significantly affects the purchase of foreign products. However, domestic... more International animosity significantly affects the purchase of foreign products. However, domestic conflicts are also rampant in many countries, giving rise to similar issues. October 2000 marked the beginning of the second Arab Intifada (uprising) in Israel. In contrast to the first Intifada of the late 1980s and early 1990s, this time, Israeli Arabs joined the Palestinians in violent demonstrations in Israeli locations with large Arab concentrations. This research studies Jewish Israelis’ reactions to Arab Israelis in the context of purchases and consumption of products and services produced or marketed by Arab Israelis. It examines animosity, its antecedents, and its consumption consequences within the large Jewish majority of the population in Israel. The authors find that dogmatism, nationalism, and internationalism affect animosity, which in turn predicts willingness to buy and actual changes in purchase behavior for goods and services produced or marketed by Israeli Arabs. In ...
The Bottom Line Impact of Organizational Responses to Customer Complaints
Journal of Hospitality & Tourism Research, 2000
Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by presenting and testing a model of complainants’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The results provide partial support for the model. Attentiveness is the most important organizational response dimension, affecting both word-of-mouth activity and repurchase intentions. Managerial implications are discussed.
(Un)ethical consumer behavior: Robin Hoods or plain hoods?
Journal of Consumer Marketing, 2008
... with the impact of ethics on intent to use or on actual use of pirated software, shoplifting,... more ... with the impact of ethics on intent to use or on actual use of pirated software, shoplifting, shirts, cameras and acceptability of unethical scenarios (eg ... In contrast, the consumer ethics literature has provided information that could be used to profile would-be and actual ...
Cultivating Value Creation
Journal of Creating Value
This article takes a critical look at what is holding organizations back from implementing value ... more This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.
The online version of this article can be found at:
The effects of organizational complaint responses on consumer satisfaction, word of mouth activity and repurchase intentions
JOURNAL OF CONSUMER SATISFACTION …, 1998
Page 1. THE EFFECTS OF ORGANIZATIONAL COMPLAINT RESPONSES ON CONSUMER SATISFACTION, WORD OF MOUTH... more Page 1. THE EFFECTS OF ORGANIZATIONAL COMPLAINT RESPONSES ON CONSUMER SATISFACTION, WORD OF MOUTH ACTIVITY AND REPURCHASE INTENTIONS Moshe Davidow, University of Haifa James H. Leigh ...
Gautam Mahajan and Walter Vieira, Customer Value Starvation Can Kill
Journal of Creating Value, 2021
Purchasing illegal copies of movies' videos as an unethical consumer behavior: An Israeli study
Consumer Communications Management and Public Administration
Public administration: an interdisciplinary critical …, 2002
A View from the Business Bridge
Public Administration: An Interdisciplinary Critical …, 2002
... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Was... more ... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Washington, DC: Technical Assistance Research Programs. Vavra, TG (1992). Aftermarketing. Homewood, IL: Business One Irwin. Verity, JW (1994). ...
Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling
JOURNAL OF CONSUMER SATISFACTION …, 2003
... a mediating variable takes into account the impact that word of mouth has on determining sati... more ... a mediating variable takes into account the impact that word of mouth has on determining satisfaction and future repurchase intentions and will hopefully shed some more light on the postcomplaint customer behavior process. Word of mouth may be either positive or negative ...
Measuring Values Importance: the Use of Different Scales to Measure the Lov
ACR European Advances, 2003
... Rose, Gregory and M., Aviv Shoham (2000), "The Values of American and Japanese Mothers: ... more ... Rose, Gregory and M., Aviv Shoham (2000), "The Values of American and Japanese Mothers: An Application of LOV in Japan and the US ... Tai, Susan HC and Jackie LM Tam (1996), "A Comparative Study of Chinese Consumers in Asian MarketsBA Lifestyle Analysis," Journal of ...
Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management
ACR North American Advances, 1997
... These can be addressed through increasing consumer knowledge by way of consumer education pro... more ... These can be addressed through increasing consumer knowledge by way of consumer education programs (TARP 1983 ... of this is Texize who successfully gained market share by guaranteeing to replace any garment from which they could not remove a stain (Kendall and Russ ...
The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior
The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2014
This research presents a model of organizational responses to customer complaints, detailing how ... more This research presents a model of organizational responses to customer complaints, detailing how customers evaluate those responses through the mediating effects of perceived justice and satisfaction and estimates the impact of those responses on post-complaint customer behavior. The results provide plausible support for the model. The relationship between the organizational responses and the perceived justice dimensions (distributive, procedural, and interactional) was largely validated, showing that consumers could differentiate between an organizational response, and how they felt about such a response. However, the effect of some of the relationships between the perceived justice dimensions and postcomplaint customer behavior were largely indirect through the satisfaction variable. This research provides empirical evidence for this important area of research, thereby furthering our understanding of customer perceptions of complaint handling techniques. The model allows managers ...
Silent Voices
Journal of Service Research, May 1, 2005
Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied cons... more Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied consumers, they have not yet received adequate attention from marketing researchers. To understand the paradoxical combination of dissatisfaction and absence of complaint, the authors use the Lazarus cognitive-emotive model of coping with situational challenge. They added a moderator, the Seeking Redress Propensity (SRP) to this model and then developed a theoretical model and a set of hypotheses. A sample of consumers who had experienced a negative incident with the bank were administered a questionnaire by telephone. The sample was designed in such a way that half of them had complained and half had not. It was found that SRP is a significant moderator. In addition, SRP is shown to be strongly related to the likelihood of complaining. Lazarus’s model is basically supported, mostly for the customers scoring higher on SRP. Theoretical and managerial implications are proposed.
Elliot Schreiber, The Yin and Yang of Reputation Management, London: Enlightened Enterprise Media, 2021, First Edition, 307 pp. Price US$25 (Paperback); US$35 (Hardback). ISBN 9781739883706
Journal of Creating Value
JOURNAL OF HOSPITALITY & TOURISM RESEARCHDavidow / RESPONSES O CUSTOMER COMPLAINTS THE BOTTOM LINE IMPACT OF ORGANIZATIONAL RESPONSES TO CUSTOMER COMPLAINTS
Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by pre-senting and testing a model of complainants ’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The re-sults provide partial support for the model. Attentiveness is the most important organiza-tional response dimension, affecting both word-of-mouth activity and repurchase inten-tions. Managerial implications are discussed.
Journal of Service Research, 2003
The purpose of this article is to summarize the current research in the field of complaint handli... more The purpose of this article is to summarize the current research in the field of complaint handling, specifically to focus on how the organizational response to a customer complaint affects the postcomplaint customer behavior. A model framework is presented that divides these organizational responses into six separate dimensions (timeliness, facilitation, redress, apology, credibility, and attentiveness) and takes an in-depth look at each dimension in turn. Major questions and conclusions are presented for each dimension, which attempt to clarify what is really known or not known about the effect of that dimension on postcomplaint customer behavior. Special topics of future areas of research are discussed and a revised framework is presented to facilitate future research.
Silent Voices
Journal of Service Research, 2005
Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied cons... more Although noncomplaining dissatisfied consumers represent a vast majority of the dissatisfied consumers, they have not yet received adequate attention from marketing researchers. To understand the paradoxical combination of dissatisfaction and absence of complaint, the authors use the Lazarus cognitive-emotive model of coping with situational challenge. They added a moderator, the Seeking Redress Propensity (SRP) to this model and then developed a theoretical model and a set of hypotheses. A sample of consumers who had experienced a negative incident with the bank were administered a questionnaire by telephone. The sample was designed in such a way that half of them had complained and half had not. It was found that SRP is a significant moderator. In addition, SRP is shown to be strongly related to the likelihood of complaining. Lazarus’s model is basically supported, mostly for the customers scoring higher on SRP. Theoretical and managerial implications are proposed.
Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior
Journal of International Marketing, 2006
International animosity significantly affects the purchase of foreign products. However, domestic... more International animosity significantly affects the purchase of foreign products. However, domestic conflicts are also rampant in many countries, giving rise to similar issues. October 2000 marked the beginning of the second Arab Intifada (uprising) in Israel. In contrast to the first Intifada of the late 1980s and early 1990s, this time, Israeli Arabs joined the Palestinians in violent demonstrations in Israeli locations with large Arab concentrations. This research studies Jewish Israelis’ reactions to Arab Israelis in the context of purchases and consumption of products and services produced or marketed by Arab Israelis. It examines animosity, its antecedents, and its consumption consequences within the large Jewish majority of the population in Israel. The authors find that dogmatism, nationalism, and internationalism affect animosity, which in turn predicts willingness to buy and actual changes in purchase behavior for goods and services produced or marketed by Israeli Arabs. In ...
The Bottom Line Impact of Organizational Responses to Customer Complaints
Journal of Hospitality & Tourism Research, 2000
Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by presenting and testing a model of complainants’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The results provide partial support for the model. Attentiveness is the most important organizational response dimension, affecting both word-of-mouth activity and repurchase intentions. Managerial implications are discussed.
(Un)ethical consumer behavior: Robin Hoods or plain hoods?
Journal of Consumer Marketing, 2008
... with the impact of ethics on intent to use or on actual use of pirated software, shoplifting,... more ... with the impact of ethics on intent to use or on actual use of pirated software, shoplifting, shirts, cameras and acceptability of unethical scenarios (eg ... In contrast, the consumer ethics literature has provided information that could be used to profile would-be and actual ...
Cultivating Value Creation
Journal of Creating Value
This article takes a critical look at what is holding organizations back from implementing value ... more This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.
The online version of this article can be found at:
The effects of organizational complaint responses on consumer satisfaction, word of mouth activity and repurchase intentions
JOURNAL OF CONSUMER SATISFACTION …, 1998
Page 1. THE EFFECTS OF ORGANIZATIONAL COMPLAINT RESPONSES ON CONSUMER SATISFACTION, WORD OF MOUTH... more Page 1. THE EFFECTS OF ORGANIZATIONAL COMPLAINT RESPONSES ON CONSUMER SATISFACTION, WORD OF MOUTH ACTIVITY AND REPURCHASE INTENTIONS Moshe Davidow, University of Haifa James H. Leigh ...
Gautam Mahajan and Walter Vieira, Customer Value Starvation Can Kill
Journal of Creating Value, 2021
Purchasing illegal copies of movies' videos as an unethical consumer behavior: An Israeli study
Consumer Communications Management and Public Administration
Public administration: an interdisciplinary critical …, 2002
A View from the Business Bridge
Public Administration: An Interdisciplinary Critical …, 2002
... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Was... more ... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Washington, DC: Technical Assistance Research Programs. Vavra, TG (1992). Aftermarketing. Homewood, IL: Business One Irwin. Verity, JW (1994). ...
Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling
JOURNAL OF CONSUMER SATISFACTION …, 2003
... a mediating variable takes into account the impact that word of mouth has on determining sati... more ... a mediating variable takes into account the impact that word of mouth has on determining satisfaction and future repurchase intentions and will hopefully shed some more light on the postcomplaint customer behavior process. Word of mouth may be either positive or negative ...
Measuring Values Importance: the Use of Different Scales to Measure the Lov
ACR European Advances, 2003
... Rose, Gregory and M., Aviv Shoham (2000), "The Values of American and Japanese Mothers: ... more ... Rose, Gregory and M., Aviv Shoham (2000), "The Values of American and Japanese Mothers: An Application of LOV in Japan and the US ... Tai, Susan HC and Jackie LM Tam (1996), "A Comparative Study of Chinese Consumers in Asian MarketsBA Lifestyle Analysis," Journal of ...
Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management
ACR North American Advances, 1997
... These can be addressed through increasing consumer knowledge by way of consumer education pro... more ... These can be addressed through increasing consumer knowledge by way of consumer education programs (TARP 1983 ... of this is Texize who successfully gained market share by guaranteeing to replace any garment from which they could not remove a stain (Kendall and Russ ...
The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior
The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2014
This research presents a model of organizational responses to customer complaints, detailing how ... more This research presents a model of organizational responses to customer complaints, detailing how customers evaluate those responses through the mediating effects of perceived justice and satisfaction and estimates the impact of those responses on post-complaint customer behavior. The results provide plausible support for the model. The relationship between the organizational responses and the perceived justice dimensions (distributive, procedural, and interactional) was largely validated, showing that consumers could differentiate between an organizational response, and how they felt about such a response. However, the effect of some of the relationships between the perceived justice dimensions and postcomplaint customer behavior were largely indirect through the satisfaction variable. This research provides empirical evidence for this important area of research, thereby furthering our understanding of customer perceptions of complaint handling techniques. The model allows managers ...