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Complaint Management and the Role of Relationship Quality

Meyer-Waarden, Lars; Sabadie, William

Facing dissatisfaction, customers have several alternatives: exit, loyalty and voice. The verbal answer (Voice) can be word-of-mouth communication or a complaint which is a constructive way to express dissatisfaction to obtain a correction or compensation. The management of complaints thus perfectly integrates within scope of customer relationship management to increase loyalty since it gives an organization a last chance to retain dissatisfied clients (Smith et al, 1999). In addition, complaints are a very rich source of valuable information to improve quality continuously. The investigations on complaint management show that the theory of justice (Adams, 1965) explains the satisfaction of complaining customers (Orsingher et al, 2010). However, the questions about the nature and the valence of the compensations as well as which consumer targets to privilege remain unanswered. The principal contribution of this article is thus to determine the most effective dimensions of the theory of justice in the context of customer complaint management to satisfy and retain customers. We differentiate the effectiveness of the complaint management process according to the relationship quality or strength
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Volltext §
DOI: 10.5445/KSP/1000038784/08
Cover der Publikation
Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Publikationsjahr 2014
Sprache Englisch
Identifikator ISSN: 2198-8005
KITopen-ID: 1000041558
Erschienen in Customer & Service Systems
Band 1
Heft 1
Seiten 59-68
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