Premium Essay

Behavioural Economics and Customer Complaints

In: Business and Management

Submitted By thomashotmail
Words 24011
Pages 97
BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS
IN
COMMUNICATION MARKETS

A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer”

by
Dr Patrick Xavier*
Adjunct Professor of Economics & Finance,
Curtin University Business School.

May 2011

* Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com

Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA.
©

BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS
IN
COMMUNICATION MARKETS

Executive summary 4

1. INTRODUCTION 10
1.1 Purpose of this report 10
1.2 Customer complaints in the telecommunications sector 11
1.3 Structure of report 16

2. INSIGHTS FROM BEHAVIOURAL ECONOMICS 17
2.1 Behavioural economics and behavioural ‘bias’ 17
2.2 Some criticisms of behavioural economics 23
2.3 Policy and regulatory implications of behavioural economics 24

3. DEMAND SIDE FOCUS 28

3.1 Information and consumer empowerment 28

3.2...

Similar Documents

Premium Essay

Customer Complaint Behaviour

...BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer” by Dr Patrick Xavier* Adjunct Professor of Economics & Finance, Curtin University Business School. May 2011 * Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the telecommunications sector 11 1.3......

Words: 53188 - Pages: 213

Premium Essay

Crm with Customer Loyalty

...A STUDY ON CUSTOMER LOYALTY TOWARDS E-BANKING SERVICES ABSTRACT: One of the modern skills required in the present competitive business world is winning new customers and retaining the existing ones. Thus, business strategists and practitioners are giving great importance to Customer Relationship and Customer Loyalty; irrespective of the nature and size of the business. Today the banking industry more concentrates with the customer relationship and customer loyalty. So bankers are to achieve their goal with the help of e-banking services. E-Banking is a young way for banks to reach new and old customers. Timely adoption of E-Banking is significant for all banks to have secure future business. Banks are facing extremely intensive competition from non-banking sector, thus they have adopted a more aggressive approach to fight competitors for financial services’ market share. To make this study more authentic primary data is collected from the respondents of Tiruchirappalli District and statistical tools are used for analysis and reach on valid conclusion. Key words:Customer Satisfaction, Customer Loyalty and E-Banking INTRODUCTION: As bank wants move very nearer to the customers, increase its basic operational strategies, move towards international trade and need of quick transfer of money etc., and sothere are using theElectronic Banking services. E-Bankinggenerally implies a service that allows customers to use some form of computer to......

Words: 4988 - Pages: 20

Premium Essay

Marketing Assignment

...importance to consumer behaviour and marketing. Discuss the theory and then give practical examples of how customers perceive various brands and how this impacts on their behaviour” Background The perceived value is “the worth that a product of services has in the mind of the costumer. The costumer’s perceived value of a good or service affects the price that he or she willing to pay for it. For the most of the part, costumers are unaware of the true cost of production for the products they buy. Instead, they simply have an internal feeling for how much certain products are worth to them. This in order to obtain a higher price for their products, procurers may pursue marketing strategies to create a higher perceives value for their products. Perceived value is often used with perfumes, for example. Perfumes tend to be associated with a glamorous celebrity in order to create a mystique and perception of luxury. As a consequences of the social and economic development of modern societies, the study of consumer behaviour has undergone a strong development process, during the past years consumer behaviour acquiring its own status among sciences. However scientists concern with the study of consumer behaviour covers a time span of many decades. There have been several approaches related to consumer behaviour concertized In fundamental theories and models, such as Marshall “economic model”. And marketing is the management process through which goods and services move form......

Words: 1730 - Pages: 7

Premium Essay

Brand Switching Behaviour of Consumers in Telecom Industry

...1 | P a g e State of the Mobile Nation Switching Attitudes and Behaviours of Mobile Phone Service Providers in Australia Final Report Dr David Gray Dr Steven D’Alessandro Dr Leanne Carter Macquarie University Department of Marketing and Management. March, 20122 | P a g e Table of Contents Executive Summary...........................................................................................6 (i) Introduction ..........................................................................................6 (ii) Objectives of the research ....................................................................6 (iii) Methodology ........................................................................................6 (iv) Key findings .........................................................................................6 (a) The performance of the mobile phone services market..........6 (b) Switching behaviour and savings achieved.............................7 (c) Consumer satisfaction with mobile carriers .............................7 (d) Major reasons for switching carriers.........................................7 (e) Switching costs..........................................................................8 (f) The role of inertia in limiting switching......................................8 (g) The reasons for not switching...................................................8 (h) Bill shock....................................................................

Words: 4190 - Pages: 17

Premium Essay

Hjkj

...173 Seth, Momaya, Gupta AN EXPLORATORY INVESTIGATION OF CUSTOMER LOYALTY AND RETENTION IN CELLULAR MOBILE COMMUNICATION Anita Seth Kiran Momaya H.M. Gupta Cellular mobile industry has undergone rapid changes as a result of liberalization and globalization. In such a ever changing scenario, expansion and maintaining the loyal customer base seems to be a great challenge for the mobile service providers. As a result of increased competition, customer loyalty and retention have become important goals for mobile service operators. Reacting to the pressures, most of the cellular mobile service providers are trying to attract subscribers by not only reducing their tariff rates but also giving attention to the quality of services delivered. In this context the present paper focuses on the customer loyalty and retention in cellular mobile communication. Literature review was carried out covering the theoretical and empirical work on the subject and exploring the relations with service quality. Exploratory interviews were conducted in order to gain practical insights of the subject. Based on the literature review and findings from the interviews, this paper presents a rich research agenda for further research. 1.0 INTRODUCTION T he forces of liberalization and globalization of telecommunication market have pressurized the companies to maintain their market share by focusing on retaining their current customers. They are being increasingly confronted with challenges to......

Words: 4313 - Pages: 18

Premium Essay

Concepts and Process of Marketing Applied in Cadbury

...Process of marketing applied in Cadbury Annelize Vermeulen 8/3/2012 Task 1 | Table of Contents Step 1: Understand the marketing place and customer needs 2 Step 2: Designing a customer driven marketing strategy 3 Essential customer value 3 Market Segmentation 3 Demographic Segmentation 4 Segmentation according to age and life cycle of the target market: 4 Gender 4 Income 4 Generation 4 Psychographic Segmentation 5 Behavioural Segmentation of Cadbury dairy Milk 5 Readiness to buy the product 5 Benefits 6 Attitude 6 Step 3: Preparing an integrated marketing plan and program 7 Product: 7 Product and Service Attributes 8 Price: 9 Promotion: 10 Place: 11 Step 4: Building customer relations 12 Step 5: Capturing value from customers 12 Benefits and disadvantages of marketing for Cadburys 13 References 14 Cadbury and its marketing process Marketing is an important process in which customers’ needs and want are identified, fulfilled and estimated in a way that is also economic and beneficial to the company. (CIM, 2001) It is essential for every company to make use of these tools in order to make there company the best it can be. It is important to give customers what they want, when they want it and at a competitive market price. Step 1: Understand the marketing place and customer needs It is of crucial nature that the market place and wants and needs of clients and prospected clients are clearly understood. Businesses......

Words: 4599 - Pages: 19

Premium Essay

Service

...Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth communication; price sensitivity; and complaining behaviour. Further analysis yields an intricate pattern of service quality-service loyalty relationships at the level of the individual dimensions with notable differences across industries. Full Text (9407 words) Copyright MCB UP Limited (MCB) 1999 Josee Bloemer: Faculty of Applied Economics, Limburg......

Words: 10084 - Pages: 41

Premium Essay

The Trophy Project

...Structure 16 4.4 Managing Resistance to Change 17 Bibliography 20 Executive Summary While analysing the case study of the Trophy Project the findings will show the major problems identified and to determine the root cause of the problems. The findings will show how the lack of leadership has resulted in poor or no organisational strategy. Through analysing the lack of behavioural, structural and operational strategy we see the effect it has on the overall organisation and its inadequacies’. It will show the importance of these strategies together with effective leadership and how executing the strategic goals in an integrative manner can lead transformational change, continuous improvement and the building of a learning organisation. The group identified the major problems within the Trophy case as the absence of effective leadership, the dearth in communication, the lack of organisational strategy with the lack of a behavioural strategy have the most negative impact on the organisations growth and success. The organisation needs some radical changes in order to survive within the rapidly changing customer driven economy. The recommended changes will ensure that style of leadership will assist...

Words: 5219 - Pages: 21

Premium Essay

Service Delivery and Customer Satisfaction in the Nigerian Banking Industry (a Study of Guaranty Trust Bank Plc and Skye Bank Plc)

...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My......

Words: 13108 - Pages: 53

Free Essay

Student

...The adoption of internet banking: An institutional theory perspective Received (in revised form): 30th October, 2007 Weihua Shi* is a visiting assistant professor at the University of Southern Mississippi. She received her MA degree in Economics from Vanderbilt University and her PhD in Finance from the City University of Hong Kong. Her research interests include behavioural finance, risk management and banking. Narcissus Shambare is an assistant professor of Business Information Systems (BIS) and Director of BIS programmes at the College of Saint Mary, Omaha, Nebraska, USA. He has more than 20 years experience in business management in manufacturing, wholesale and retail, services and banking industries. His research interests include information security, strategic management and business education. Jian Wang is a professor of International Business at the University of International Business and Economics. His research interests include e-business, international business and international trade law and practice. Dr Wang is Director of the International Business Bridge (IBB). He has extensively published in the areas of international business, electronic business and others. Abstract Several models have been proposed in the literature to understand technology acceptance in which social environmental factors are not primarily addressed. Drawing upon the social contagion theory and institutional theory, this study proposes a model to examine three social......

Words: 5196 - Pages: 21

Free Essay

3hrc

...and improve housing services. The agreement is due to end in July, all housing services will then be returned to Enfield council. Maintain how many homes? Homes Services, Goals/Vision & Main Customers Homes offers rented accommodation to people facing homelessness, single mothers, immigrants and various retirement living projects such as xxxxxxxxx. Depending of the conditions of the person/family needing support Homes offers flat, houses, bungalows and various ‘support housing ‘schemes. Our primary service is to provide tenants with affordable, safe and well maintained homes. Our main customers are our existing and potential tenants. Homes mission is to provide its tenants with quality homes, excellent services and successful communities. The mission statement captures our ambition to go beyond our currently defined role as a provider of excellent services and prudent assess management and to play a major role as community leader in improving the lives of our residents. Homes vision is to: • Create a clean and safe environment • Keep homes maintained to a high standard • Offer value for money for services provided • Offer homes and services in which tenants, leaseholders, staff and all stakeholders take pride. Our vision recognises the central role that our customers play in driving Homes forward; the requirement to use their money effectively and their desire for us to deliver services that meet the needs and standards. External Factors and their......

Words: 1982 - Pages: 8

Premium Essay

How You Will Prepare Yourself and Reach an Agreement with Management

...2 and 3ORGANISATION AND MANAGEMENT 20 DECISIONAL ROLES Decisional roles involve the making of strategic organisational decisions on the basis of the manager's status and authority, and access to information. (i) Entrepreneur As entrepreneurs, managers plan and initiate projects to bring about change and innovation to improve the performance of their unit and organisation. (ii) Disturbance handler As a disturbance handler role, the manager takes corrective action in response to previously unforeseen problems such as strikes, financial difficulties or change in government policy. In such situations, managers can, for instance, devise a strategy and set up committees that deal with disturbances and crises. (iii)Resource allocator As resource allocators, managers are responsible for the distribution of the organisation's resources such as money, time, equipment, staff and materials among organisational members. (iv) Negotiator The negotiator role relates to participation in negotiation activities with outside organisations (for example when negotiating a contract with suppliers) or with individuals working for the same organisation (for instance when bargaining about working terms and conditions with the trade union). Negotiation plays an important part of the manager's job because of his/her authority, responsibility and knowledge of information. 21 Evaluation of Mintzberg's role approach Mintzberg acknowledged that his categorisation of the ten......

Words: 11584 - Pages: 47

Premium Essay

Hr Management and Business

...HR Management Chapter 1: Changing Nature of HR Management HR Management: policies, practices and systems that influence an employee’s behavior, attitude, and performance in the attainment of organizational goals HR Activities Strategic HR Management: linking HR function with strategic objectives of the organization in order to improve performance. • Measure HR effectiveness • HR metrics • HR technology (HRMSs) • HR planning Equal Employment Opportunity Compliance with laws Diversity of multicultural and global workforce Employment equity legislation Staffing Job analysis Job description/job specification Selection process Talent Management and Development Orientation Training Career Planning Performance Management Total Rewards Compensation (pay, incentives, benefits) Variable pay programs Health Safety, Security EAPs (Employee Assistance Programs) Health promotion Workplace Security Employee and Labour Relations Employee rights Policies and Procedures Union/Management relations Every manager in an organization does HR functions. Small company: less than 100 employees - shortages of qualified workers, increasing costs, increased wage pressures, increasing competition Medium sized companies: 100 to 500 employees HR Managers work with Operating Managers Management of Human Capital Physical Financial Intangibile Human Human capital/Intellectual capital: collective value of the......

Words: 3215 - Pages: 13

Free Essay

Case Study of National Bank Pakistan

...quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44 Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The study is intended to identify customer satisfaction and retention is critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch. This study investigates the relationship between perceived performance, satisfaction and behavioural intention, and the extent to which each is associated with actual performance, customers' attributions for problems,......

Words: 3294 - Pages: 14

Premium Essay

Case Analysis

...Gülden Turhan, *Ahmet Özbek Factors Affecting Consumers’ Behavioural Intention Towards Apparel Stores: A Test of the Mediating Role of Brand Satisfaction Abstract The research studied the factors that affect consumers’ behavioural intention towards apparel stores. Three different aspects of behavioural intention were examined: consumers’ purchase intention (PI), willingness to pay more (WPAY), and brand recommendation (RECM). Specifically the authors propose a model in which consumer satisfaction with the store brand mediates the effects of attitude towards sales personnel and the convenience of the store’s payment conditions or options on PI, WPAY, and RECM. The relationships hypothesized in the model were tested using two apparel store brands familiar to consumers in the city of Istanbul, Turkey. All findings were in favour of the model proposed for both apparel store brands studied, which were either a sample of men or women. Key words: satisfaction, willingness to pay more, purchase intention, recommendation, payment conditions, attitude towards sales personnel. Marmara University, Faculty of Technical Education, Department of Textile Goztepe/Kadıkoy, 34722, Istanbul, Turkey E-mail: gturhan@marmara.edu.tr *Sinop University, Gerze Vocational High School, Department of Textile Samsun-Sinop Karayolu uzeri Ataturk Mah., 57600, Sinop, Turkey E-mail: ahmetozbek@sinop.edu.tr GENERAL PROBLEMS OF THE FIBRE AND TEXTILE INDUSTRIES n Introduction To date, a vast amount......

Words: 6787 - Pages: 28