A meta-analysis of satisfaction with complaint handling in services
Volume: 38, Issue: 2, Pages: 169 - 186
Published: Jul 16, 2009
Abstract
Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just. To test how SATCOM is modulated by distributive, interactional, or procedural justice, we performed a meta-analysis of 60 independent...
Paper Details
Title
A meta-analysis of satisfaction with complaint handling in services
Published Date
Jul 16, 2009
Volume
38
Issue
2
Pages
169 - 186
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