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Journal of the Academy of Marketing Science

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01.12.2007 | Original Empirical Research

See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints

verfasst von: Christian Homburg, Andreas Fürst

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 4/2007

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Abstract

Despite substantial benefits of an effective complaint management for companies, there is ample evidence that many firms do not handle customer complaints appropriately. This paper aims at providing a theoretical explanation for this surprising phenomenon. Drawing on psychological and organizational theory, the authors introduce the concept of defensive organizational behavior towards customer complaints as well as provide a rich conceptualization and operationalization of this phenomenon. Moreover, in an empirical study, they systematically analyze how defensive organizational behavior towards customer complaints is driven by organizational antecedents and, based on a dyadic data set, how it affects customer post-complaint reactions.

Vorheriger Artikel A market orientation in supply chain management

Nächster Artikel Customer-to-customer exchange: Its MOA antecedents and its impact on value creation and loyalty

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Titel: See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints
verfasst von: Christian Homburg
Andreas Fürst
Publikationsdatum: 01.12.2007
Verlag: Springer US
Erschienen in: Journal of the Academy of Marketing Science / Ausgabe 4/2007
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI: https://doi.org/10.1007/s11747-006-0009-x

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