Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts |
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| Authors: | Holger Roschk Jana Müller Katja Gelbrich |
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| Institution: | 1. Department of Marketing, Spears School of Business, Oklahoma State University, Stillwater, OK 74078, USA;2. Department of Marketing & Management, College of Business & Entrepreneurship, Texas A&M University, Commerce, TX 75428, USA;1. Turku School of Economics at the University of Turku, P.O. Box 170, 28101 Pori, Finland;2. National Consumer Research Centre, Finland;1. Department of Home Economics, Korea National Open University, 169 Dongsoong-Dong Jongro-Gu, Seoul 110-791, Republic of Korea;2. College of Business Administration, Ajou University, San 5 Wonchun-Dong Youngton-Gu, Suwon 443-749, Republic of Korea;1. Pennsylvania State University, Mont Alto, 1 Campus Drive, PA 17237, United States;2. John B. Goddard School of Business & Economics, Watts Business Building, Weber State University, Ogden, UT 84408-3803, USA;3. University of North Texas, College of Business, 1155 Union Circle #311160, Denton, TX 76203-5017, United States;4. Drury University, 900 North Benton, Springfield, MO 65802, United States |
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| Abstract: | This research examines how age moderates the impact of justice perception (i.e., distributive, procedural, and interactional justice) on post-complaint satisfaction. By tracking the three justice dimensions' effect sizes across different ages, we identify four developmental stages of adulthood, which are separated by five-year transition periods. The stages are young (18–27 years of age), early (33–43), middle (49–57), and late adulthood (≥63). The moderation results show that the impact of distributive justice on satisfaction peaks in middle adulthood and the effect of procedural justice in early adulthood. Finally, the effect of interactional justice dips in early adulthood. Managerial and theoretical implications are discussed. |
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