Mediation Strategies: The Role of Consumer Control in Complaint Handling

Deniz Dalman () and Subimal Chatterjee
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Deniz Dalman: EM - EMLyon Business School
Subimal Chatterjee: Binghamton University [SUNY] - SUNY - State University of New York

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Abstract: Mediated consumer complaints, facilitated mainly as free public services, provide consumers the opportunity to resolve their disputes with businesses. Across two studies, including real-world data on mediated consumer complaints, results indicate that consumers with a high need for control favor lengthier mediations, as they believe that extended dialogues can help restore their sense of order. Conversely, business representatives sharing this need prefer quicker resolutions. These findings emphasize the necessity for mediation strategies that align with the differing needs of consumers and businesses.

Date: 2026-06-02
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Published in EMAC Annual Conference 55th, Jun 2026, Bath, United Kingdom

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