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

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.

[1]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[2]  Stephen S. Tax,et al.  The effects of distributive, procedural, and interactional justice on postcomplaint behavior , 1997 .

[3]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing: , 1998 .

[4]  R. Bagozzi,et al.  On the evaluation of structural equation models , 1988 .

[5]  Christian Homburg,et al.  How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach , 2005 .

[6]  J. Nunnally.  Psychometric Theory (2nd ed), New York: McGraw-Hill. , 1978 .

[7]  C. Goodwin,et al.  Consumer responses to service failures: Influence of procedural and interactional fairness perceptions , 1992 .

[8]  Basu Swahtha Dharmmesta,et al.  The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables , 2012 .

[9]  Sara Valentini,et al.  A meta-analysis of satisfaction with complaint handling in services , 2010 .

[10]  Jeffrey Blodgett,et al.  The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions , 1993 .

[11]  Lesley White,et al.  An Empirical Analysis of the Retention of Dissatisfied Business Services Customers Using Structural Equation Modelling , 2010 .

[12]  J. Scott Armstrong,et al.  Replication research's disturbing trend , 2007 .