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

Christian Brock, Markus Blut, Heiner Evanschitzky, Peter Kenning

Research output: Contribution to journalArticle

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.
Original languageEnglish
Pages (from-to)319-322
Number of pages4
JournalInternational Journal of Research in Marketing
Volume30
Issue number3
Early online date28 May 2013
DOIs
Publication statusPublished - Sep 2013

Fingerprint

Replication
Business to business
Complaint handling
Interactional justice
Procedural justice
Distributive justice
Business-to-business (B2B)
Justice

Bibliographical note

NOTICE: this is the author’s version of a work that was accepted for publication in International journal of research in marketing. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Brock, C, Blut, M, Evanschitzky, H & Kenning, P, 'Satisfaction with complaint handling: a replication study on its determinants in a business-to-business context' International Journal of Research in Marketing, vol In Press, Corrected Proof (2013) DOI http://dx.doi.org/10.1016/j.ijresmar.2013.05.001

Keywords

  • complaint management
  • satisfaction with complaint handling
  • business-to-business
  • replication

Cite this

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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.",
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Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context. / Brock, Christian; Blut, Markus; Evanschitzky, Heiner; Kenning, Peter.

In: International Journal of Research in Marketing, Vol. 30, No. 3, 09.2013, p. 319-322.

Research output: Contribution to journalArticle

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