Tactics to Restore Damaged Customer Relationship after Negative Events
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2016, Vol 6, Issue 6
Abstract
Negative event about companies is widespread in media recently. Corporate image, trust and customer relationship of an organization can be damaged once negative media publicity is spread in the marketplace. How to restore damaged customer relationship becomes a critical task for management. This study examined effect of different repair tactics to repair corporate image and damaged relationship with customers after negative publicity. Effects of social account (apology, excuse, promise) and substantive actions (financial compensation, etc.) differ in different types of violation events. A combination of social account and substantive actions based on event characteristics may work better than using any single strategy. This study can help management effectively cope with the adverse impact of negative publicity. An efficacious combination of social account and substantive actions may maximize the effect of repair. Management of the companies should understand what the affected customers really need to figure out a most effective repair tactic.
Authors and Affiliations
Lili Wan
Keywords
Related Articles
- EP ID EP489339
- DOI 10.6007/IJARBSS/v6-i6/2188
- Views 118
- Downloads 0
The Impact of Socio-cultural Business Environment on Entrepreneurial Intention: A Conceptual Approach
The purpose of this paper was to examine the impact of Socio-cultural Business Environment on Entrepreneurial Intention. The paper set out to weigh the influence of Education, Religion and Family background in the making...
A Mixed Method Study Protocol on Contributing Factors of Depression among Adults Inmates in a Local Prison Malaysia
Mental health is a global public health concern. Living in institutions, including imprisonment, make the inmates susceptible to depression. The objective of this research is to determine and explore the contributing fac...
Online Teaching Portfolio as a Catalyst for Professional Development
In today’s world that is constantly changing with new technologies, teachers are faced with significant challenges which they can meet by engaging in optimal professional development. As an effective tool to deepen teach...
Evaluating Demographic Factors between Gender on Facebook
Social networking sites have increased the way individuals across the globe relate and connect to each other with Facebook being the leading site. The identity that an individual takes depends on one’s target audiences;...
A Systematic Review of Teacher’s Self-efficacy and Technology Integration
Technology integration in teaching and learning is one of the critical elements to be taken care of especially by the teacher. To start this, teachers need to have a self-efficacy. Previous literature always relates tech...