A meta-analysis of satisfaction with complaint handling in services |
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Authors: | Chiara Orsingher Sara Valentini Matteo de Angelis |
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Institution: | (1) Department of Management, University of Bologna, Via Capo di Lucca, 34, 40126 Bologna, Italy;(2) Department of Management, University of Bologna, Via Capo di Lucca, 34, 40126 Bologna, Italy;(3) Luiss Guido Carli University, Viale Pola, 12, 00198 Rome, Italy |
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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. |
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Keywords: | |
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