Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service

The aims of this research were to examine the relationships between customer satisfaction, customer complaint behaviour, service recovery and the intention to repurchase in the Australian Pay TV industry. A survey of 171 respondents suggested that overall customer satisfaction was the main driver of the likelihood of disconnection from the Pay TV service. Those respondents who reported having a problem but not complaining directly about it were significantly more likely to have the intention to disconnect in the future than those who complained directly to their Pay TV service provider. However, there was no significant difference in terms of perceptions of overall satisfaction between those who had a problem and complained and those who had a problem and chose not to complain.

Discovering implicit criteria preferences reflected in tourism journal ranking lists using the Choquet Integral

Variations between journal rankings may cause confusion. As such, prior attempts were made to compare and evaluate journal ranking criteria for obtaining insightful knowledge on how different research communities have ranked journals. However, existing approaches are unable to model the journal ranking process closely enough as they are incapable of considering the relationship between multiple criteria simultaneously. In this paper, we address the challenges by introducing the Choquet Integral (CI) for evaluating journal ranking criteria. The new approach is able to account for interactions between criteria in relation to overall ranking score, using a fuzzy measure in its computation. Its properties, the Shapley value and the Interaction index, allow for good representations of importance and interactions between criteria. We demonstrate the efficiency of the CI through a case study of journal ranking lists in tourism and service journals.