Moving Towards Successful Complaint Management

Stefan Garding and Andrea Bruns

Chapter Chapter 2 in Complaint Management and Channel Choice, 2015, pp 13-26 from Springer

Abstract: Abstract This chapter analyses the impact of customer complaint behaviour and classifies potential types of behaviour after a dissatisfying incident. Besides the opportunity of contacting a company directly, three alternative options are discussed which can be utilised by customers to vent their frustration. Thereafter, four different traditional complaint channels are introduced. This part is followed by a definition of social networks as a potentially emerging complaint channel. The remaining part of this chapter emphasizes the importance of complaint channels and describes three scientific theories which are important for customer satisfaction analysis: justice theory, behaviour theory and attribution theory. Each theory is described in detail and linked to the context of the study.

Keywords: Attribution theory; Behaviour theory; Communication channels; Customer complaint behaviour; Customer dissatisfaction; Customer satisfaction; Justice theory; Online social networks (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:spbrcp:978-3-319-18179-0_2

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DOI: 10.1007/978-3-319-18179-0_2

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