A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich and Roschk meta-analyse studies of post-complaint behaviour to test a path model: organisational responses (compensation, favourable employee behaviour and procedures) lead to justice perceptions (distributive, interactional and procedural), which lead to post-complaint satisfaction, which leads to behavioural intentions (loyalty and positive word of mouth). The results confirm the model and the mediating roles of justice perceptions and satisfaction. They also challenge a common contention about the role of distributive justice.
Gelbrich and Roschk meta-analyse studies of post-complaint behaviour to test a path model: organisational responses (compensation, favourable employee behaviour and procedures) lead to justice perceptions (distributive, interactional and procedural), which lead to post-complaint satisfaction, which leads to behavioural intentions (loyalty and positive word of mouth). The results confirm the model and the mediating roles of justice perceptions and satisfaction. They also challenge a common contention about the role of distributive justice.
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Gelbrich, K., & Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research, 14(1), 24-43. doi:10.1177/1094670510387914