EFFECT OF JUSTICE IN COMPLAINT HANDLING ON CUSTOMER LOYALTY: EVIDENCE FROM EGYPT

Ahmed Tolba, Iman Seoudi, Hakim Meshreki and Mamdouh Shimy

Global Journal of Business Research, 2015, vol. 9, issue 3, 1-14

Abstract: The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and loyalty after the complaint. These relationships are tested and validated in the Egyptian context over ten different industries. The outcome of this research gives further validation to the finding of previous empirical studies in a novel context. The results will benefit Egyptian companies in different sectors to better handle customer complaints, as they will recognize the major variables that they should address

Keywords: Justice; Customer Loyalty; Complaint Handling; Customer Satisfaction; Egypt (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (1)

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