Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context

Christian Brock, Markus Blut, Heiner Evanschitzky and Peter Kenning

International Journal of Research in Marketing, 2013, vol. 30, issue 3, 319-322

Abstract: Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de Angelis, 2010). Since these SATCOM-studies are largely conducted in business-to-consumer (B2C) markets, it is unclear what drives SATCOM in business-to-business (B2B) markets. Therefore, we replicate the justice model in an industrial context and find significant differences for procedural justice and interactional justice but not for distributive justice. While distributive justice is equally important in both contexts, procedural justice is more important in B2B markets whereas interactional justice drives SATCOM only in B2C markets.

Keywords: Complaint management; Satisfaction with complaint handling; Business-to-business; Replication (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ijrema:v:30:y:2013:i:3:p:319-322

DOI: 10.1016/j.ijresmar.2013.05.001

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