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DOI: 10.5445/KSP/1000038784/14

The Contribution of Gratitude to Satisfaction Models for Complaining Customers

Simon, Francoise; Ghesquiere, Chantal Connan; Tossan, Vesselina

Abstract:
Consumer research has shown that satisfaction with complaint handling strongly influences word of mouth behaviour, but affects to a lesser extent repurchase intent. To better explain the performance outcomes derived from complaint handling, we propose a conceptual model in which gratitude along with satisfaction are assumed to be critical mediators of the effects of recovery investments on performance outcomes. This model was tested using a quasi-experimental survey drawing on data from multiple industries. Our results show an opposing pattern of results for each media ... mehr

Abstract (englisch):
Consumer research has shown that satisfaction with complaint handling strongly influences word of mouth behaviour, but affects to a lesser extent repurchase intent. To better explain the performance outcomes derived from complaint handling, we propose a conceptual model in which gratitude along with satisfaction are assumed to be critical mediators of the effects of recovery investments on performance outcomes. This model was tested using a quasi-experimental survey drawing on
data from multiple industries. Our results show an opposing pattern of results for each medi ... mehr


Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Jahr 2014
Sprache Englisch
Identifikator ISSN: 2198-8005
URN: urn:nbn:de:swb:90-415657
KITopen ID: 1000041565
Erschienen in Customer & Service Systems
Band 1
Heft 1
Seiten 127--132
URLs Gesamtwerk
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