Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just. To test how SATCOM is modulated by distributive, interactional, or procedural justice, we performed a meta-analysis of 60 independent studies of the antecedents and consequences of SATCOM. Results indicate that SATCOM is affected most by distributive justice, then by interactional justice, and only weakly by procedural justice. We also find that SATCOM mediates the effects of justice dimensions on word-of-mouth. However, contrary to common belief, SATCOM does not mediate the effects of justice dimensions on overall satisfaction and return intent. We draw on our results to suggest several avenues for further research.

A Meta-Analysis of Satisfaction with Complaint Handling in Services / Orsingher, C; Valentini, S; De Angelis, Matteo. - In: JOURNAL OF THE ACADEMY OF MARKETING SCIENCE. - ISSN 0092-0703. - 38:2(2010), pp. 169-186. [10.1007/s11747-009-0155-z]

A Meta-Analysis of Satisfaction with Complaint Handling in Services

DE ANGELIS, MATTEO
2010

Abstract

Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just. To test how SATCOM is modulated by distributive, interactional, or procedural justice, we performed a meta-analysis of 60 independent studies of the antecedents and consequences of SATCOM. Results indicate that SATCOM is affected most by distributive justice, then by interactional justice, and only weakly by procedural justice. We also find that SATCOM mediates the effects of justice dimensions on word-of-mouth. However, contrary to common belief, SATCOM does not mediate the effects of justice dimensions on overall satisfaction and return intent. We draw on our results to suggest several avenues for further research.
2010
Satisfaction with complaint handling, Meta-analysis, Service recovery , Service failure, Justice theory
A Meta-Analysis of Satisfaction with Complaint Handling in Services / Orsingher, C; Valentini, S; De Angelis, Matteo. - In: JOURNAL OF THE ACADEMY OF MARKETING SCIENCE. - ISSN 0092-0703. - 38:2(2010), pp. 169-186. [10.1007/s11747-009-0155-z]
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11385/81492
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