Conceptualising Customer Expectations with Complaint Channels

Stefan Garding and Andrea Bruns

Chapter Chapter 3 in Complaint Management and Channel Choice, 2015, pp 27-33 from Springer

Abstract: Abstract This chapter outlines the theoretical framework of the empirical studies. Five main factors are identified which guide the conceptualisation of customer satisfaction with complaint channels: procedural justice, interactional justice, distributive justice, personal attitudes and social interactions. Each factor is described in detail and related to one of the underlying scientific theories: justice theory, attribution theory and behaviour theory. As a next step, these factors are linked to the five complaint channels (mail, e-mail, phone, face-to-face, social networks) in order to allow for subsequent empirical testing of customers’ perceptions. Based on this methodology, the adequacy of complaint channels can be tested from a customer perspective.

Keywords: Distributive justice; Interactional justice; Personal attitudes; Procedural justice; Social interactions (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_3

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DOI: 10.1007/978-3-319-18179-0_3

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