Organizational Responses to Customer Complaints: What Works and What Doesn
Davidow summarises research on complaint handling, focusing on how an organisation's response to a complaint affects what the customer does afterwards. He presents a framework with six dimensions of response: timeliness, facilitation, redress, apology, credibility and attentiveness. Each dimension is examined in turn, with the main questions and conclusions about what is and is not known of its effect. He closes with areas for future research and a revised framework.
Davidow summarises research on complaint handling, focusing on how an organisation's response to a complaint affects what the customer does afterwards. He presents a framework with six dimensions of response: timeliness, facilitation, redress, apology, credibility and attentiveness. Each dimension is examined in turn, with the main questions and conclusions about what is and is not known of its effect. He closes with areas for future research and a revised framework.
Written from the abstract as shown on the OpenAlex record, read 2026-11-04.
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t.' Journal of Service Research, 5(3), 225-250. doi:10.1177/1094670502238917