Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts

Holger Roschk, Müller, Jana and Katja Gelbrich

Journal of Retailing and Consumer Services, 2013, vol. 20, issue 2, 154-164

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.

Keywords: Age; Developmental stages of adulthood; Justice theory; Customer satisfaction; Service recovery (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:20:y:2013:i:2:p:154-164

DOI: 10.1016/j.jretconser.2012.11.002

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