Impact of complaint management on repurchase intention of consumer technologies: employing the justice theory lens

Sanjeev Jha, Sridhar R. Papagari Sangareddy, Kevin C. Desouza, DongBack Seo and Chen Ye

International Journal of Product Development, 2010, vol. 12, issue 3/4, 352-371

Abstract: Industry surveys indicate that although executives of consumer technology firms believe that they provide above average customer service, consumers are not happy. In this study, we have conceptualised customer service that follows a consumer technology failure as a complaint management process. Complaint management is modelled as the three dimensions of organisational justice (interactional, procedural, and distributive justice) based on justice theory. We examine the impact of complaint management on a customers' satisfaction with the consumer technology firm and their subsequent repurchase intention. Results from a structural equation modelling analysis using a sample of 416 supported our model.

Keywords: consumer technology; service failure; justice theory; complaint management; repurchase intention; repurchasing; customer service; organisational justice; customer satisfaction; structural equation modelling. (search for similar items in EconPapers)
Date: 2010
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