KIT | KIT-Bibliothek | Impressum | Datenschutz

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 mediator. ... 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 mediator. ... mehr

Open Access Logo


Volltext §
DOI: 10.5445/KSP/1000038784/14
Coverbild
Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Zeitschriftenaufsatz
Jahr 2014
Sprache Englisch
Identifikator ISSN: 2198-8005
urn:nbn:de:swb:90-415657
KITopen-ID: 1000041565
Erschienen in Customer & Service Systems
Band 1
Heft 1
Seiten 127--132
Relationen in KITopen
KIT – Die Forschungsuniversität in der Helmholtz-Gemeinschaft
KITopen Landing Page