nach oben

Journal of the Academy of Marketing Science

Erschienen in:

01.04.2010 | Original Empirical Research

A meta-analysis of satisfaction with complaint handling in services

verfasst von: Chiara Orsingher, Sara Valentini, Matteo de Angelis

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 2/2010

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just. To test how SATCOM is modulated by distributive, interactional, or procedural justice, we performed a meta-analysis of 60 independent studies of the antecedents and consequences of SATCOM. Results indicate that SATCOM is affected most by distributive justice, then by interactional justice, and only weakly by procedural justice. We also find that SATCOM mediates the effects of justice dimensions on word-of-mouth. However, contrary to common belief, SATCOM does not mediate the effects of justice dimensions on overall satisfaction and return intent. We draw on our results to suggest several avenues for further research.

Vorheriger Artikel Social influence on salespeople’s adoption of sales technology: a multilevel analysis

Nächster Artikel Salesperson learning, organizational learning, and retail store performance

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Correlation coefficients were adjusted with an attenuation factor calculated as the product of the square root of (1) the reliability of the independent variable, (2) the reliability of the dependent variable, and (3) the sample size (Hunter and Schmidt 2004). Cronbach’s alpha values of each study were used as an indicator of the reliability of dependent and independent variables. However, not all studies reported Cronbach’s alpha. When they were unavailable we used imputation procedures (Becker 1992), and we imputed reliably from studies that were as similar as possible to those with missing data. However, the great majority of the studies reported Cronbach’s alpha, only 3% presented missing values. The average Cronbach’s alpha coefficients are: 0.87 for SATCOM, 0.91 for distributive justice, 0.89 for interactional justice, 0.87 for procedural justice, 0.89 for return intent, 0.90 for WOM, and 0.88 for overall satisfaction.

We asked authors for the correlation matrix whenever this information was not reported in the studies. In case of non-response, we imputed correlations from similar studies (Becker 1992). Three studies (Chung 2006, Lapidus and Pinkerton 1995, and Brown et al. 1996) were dropped because of lack of correlation coefficients and unavailability of enough information to perform a meaningful imputation.

One was built using all available adjusted correlation coefficients, the other using only the effect sizes coming from a reduced set of homogeneous studies, i.e., only those studies that contained jointly all the constructs included in the causal model. The aim of this analysis is to test whether the two matrices are homogeneous and can be pooled (see Brown and Peterson 1993, Appendix, for a similar approach). We tested the equivalence between the two matrices through a two-group confirmatory factor analysis. Since the test indicated that the complete adjusted average correlations were equivalent (χ2 = 28.18, p = 0.14, CFI = 1.00, TLI = 0.99, RMSEA = 0.031, RMSR = 0.02), in the second step we used the complete adjusted average correlation matrix.

Ambrose, M., Hess, R. H., & Ganesan, S. (2007). The relationship between justice and attitudes: an examination of justice effects on event and system-related attitudes. Organizational Behavior and Human Decision Processes, 103, 21–36.CrossRef

Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17.CrossRef

Andreassen, T. W. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1/2), 156–175.CrossRef

Becker, B. J. (1992). Using results from replicated studies to estimate linear models. Journal of Educational Statistics, 17(4), 341–362.CrossRef

Bies, R. J., & Moag, J. S. (1986). Interactional Justice: Communication Criteria of Fairness. In R. J. Lewicky, B. H. Sheppard, & M. H. Bazerman (Eds.), Research on Negotiation in Organizations. Greenwich, CT: JAI Press, (1) 43–55.

Blodgett, J. G., Hill, D. J., & Tax, S. S. (1993). The effects of perceived justice on complainants’ negative word-of-mouth behaviour and repatronage intentions. Journal of Retailing, 69(4), 339–426.CrossRef

Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effect of distributive, procedural and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210.CrossRef

Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8(2), 110–30.CrossRef

Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: meta-analysis and assessment of causal effects. Journal of Marketing Research, 30(1), 63–77.CrossRef

Brown, S. W., Cowles, D. L., & Tuten, T. L. (1996). Service recovery: its value and its limitations as a retail strategy. International Journal of Service Industry Management, 7(5), 32–46.CrossRef

Burnett, J. J., & Dunne, P. M. (1986). An appraisal of the use of student subjects in marketing research. Journal of Business Research, 14(4), 329–343.CrossRef

Cameron, C. A., & Windmeijer, F. A. G. (1997). An R-squared measure of goodness of fit for some common nonlinear regression models. Journal of Econometrics, 77, 329–342.CrossRef

Chung, C.-C. (2006). When service fails: the role of the salesperson and the customer. Psychology and Marketing, 23(3), 203–224.CrossRef

Clemmer, E. C., & Schneider, B. (1996). Fair service. In T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.), Advances in services marketing and management. Greenwich, CT: JAI Press, (2)13–229.

Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H., & Ng, Y. K. (2001). Justice at the millennium: a meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425–445.CrossRef

Dash, S., Bruning, E., & Guin, K. K. (2006). The moderating effect of power distance on perceived interdependence and relationship quality in commercial banking: a cross-cultural comparison. International Journal of Bank Marketing, 24(5), 307–326.CrossRef

Davidow, M. (2000). The bottom line impact of organizational response to customer complaints. Journal of Hospitality and Tourism Research, 24(4), 473–490.CrossRef

Davidow, M. (2003). Organizational response to customer complaints: what works and what doesn’t. Journal of Service Research, 5(3), 225–250.CrossRef

Farley, J. U., Lehmann, D., & Sawyer, A. (1995). Empirical marketing generalization using meta-analysis. Marketing Science, 14(3), 36–46.CrossRef

File, K. M., Cermak, D. S. P., & Prince, R. A. (1994). Word-of-mouth effects in professional services buyer behavior. The Service Industries Journal, 14(3), 301–314.CrossRef

Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 24(4), 337–346.CrossRef

Geyskens, I., Steenkamp, J.-B., & Kumar, N. (1998). Generalizations about trust in marketing channel relationships using meta-analysis. International Journal of Research in Marketing, 15(3), 223–248.CrossRef

Geyskens, I., Krishnan, R., Steenkamp, J.-B., & Cunha, P. V. (2009). A review and evaluation of meta-analysis practices in management research. Journal of Management, 35(2), 393–419.CrossRef

Harris, K. E., Grewal, D., Mohr, L. A., & Bernhardt, K. L. (2006). Consumer responses to service recovery strategies: the moderating role of online versus offline environment. Journal of Business Research, 59(4), 425–431.CrossRef

Hofstede, G. (1997). Cultures and organizations: Softwares of the mind. New York: McGraw-Hill.

Holloway, B. B., Wang, S., & Parish, J. T. (2005). The role of cumulative online purchasing experience in service recovery management. Journal of Interactive Marketing, 19(3), 54–66.CrossRef

Homans, G. C. (1961). Social behavior: Its elementary forms. New York: Harcourt, Brace & World.

Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and organic approach. Journal of Marketing, 69(3), 95–114.CrossRef

Huang, J.-H., Huang, C.-T., & Wu, S. (1996). National character and response to unsatisfactory hotel service. International Journal of Hospitality Management, 15(3), 229–243.CrossRef

Hunter, J. E., & Schmidt, F. L. (2004). Methods of meta-analysis. correcting error and bias in research findings. Newbury Park, CA: Sage.

Iacobucci, D. (2008). Mediation analysis. Newbury Park, CA: Sage.

Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311.CrossRef

Lapidus, R. S., & Pinkerton, L. (1995). Customer complaint situations: an equity theory perspective. Journal of Psychology and Marketing, 12(2), 105–118.CrossRef

Liao, H. (2007). Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92, 475–489.CrossRef

Lind, A. E., & Tyler, T. R. (1988). The social psychology of procedural justice. New York: Plenum.

MacInnis, D. J., & Price, L. L. (1987). The role of imagery in information processing: review and extensions. Journal of Consumer Research, 13, 473–491.CrossRef

Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346.CrossRef

Maxham, J. G., III. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54, 11–24.CrossRef

Maxham, J. G., III, & Netemeyer, R. G. (2002). Modelling customers perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.CrossRef

Maxham, J. G., III, & Netemeyer, R. G. (2003). Firms reap what they sow: the effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1), 46–62.CrossRef

McFarlin, D., & Sweeney, P. (2001). Cross-cultural applications of organizational justice. In R. Cropanzano (Ed.), Justice in the workplace: From theory to practice (pp. 67–96). Mahwah, NJ: Erlbaum.

National Association of Consumer Agency Administration. (2005). Thirteenth Annual NACCA/CFA Consumer Complaint Survey Report.

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 24(11), 460–469.CrossRef

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.

Parasuraman, A. (2006). Modelling opportunities in service recovery and customer managed interactions. Marketing Science, 25(6), 590–593.CrossRef

Park, W. C., & Lessig, P. V. (1977). Students and housewives: differences in susceptibility to reference group influence. Journal of Consumer Research, 4(2), 102–110.CrossRef

Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: the moderating impact of individual-level, cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263–277.CrossRef

Pizzi, G., Forti, E., Pareschi, L., & Orsingher, C. (2008). Antecedents and consequences of service recovery process in experimental studies: A meta-analysis. EMAC Conference Proceedings, 27–30 May, Brighton, UK.

Reimann, M., Lunemann, U. F., & Chase, R. B. (2008). Uncertainty avoidance as a moderator of the relationship between perceived service quality, and customer satisfaction. Journal of Services Research, 11(1), 63–73.CrossRef

Rosenthal, R. (1991). Meta-analytic procedures for social research. London: Sage.

Rosenthal, R. (1995). Writing meta-analytic reviews. Psychological Bulletin, 118(2), 183–192.CrossRef

Schneider, B., & Bowen, D. E. (1993). The service organization: human resources management is crucial. Organizational Dynamics, 21(4), 39–52.CrossRef

Seiders, K., & Berry, L. L. (1998). Service fairness: what it is and why it matters. The Academy of Management Executive, 12(2), 8–20.

Severt, D. E. (2002). The customer’s path to loyalty: A partial test of the relationships of prior experience, justice, and customer satisfaction. Ph.D. dissertation. Virginia Polytechnic Institute at Blacksburg.

Smith, A. K., & Bolton, R. N. (2002). The effect of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5–23.CrossRef

Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounter involving failure and recovery. Journal of Marketing Research, 36, 356–372.CrossRef

Soares, A. M., Farhangmehr, M., & Shoham, A. (2007). Hofstede’s dimensions of culture in international studies. Journal of Business Research, 60(3), 277–284.CrossRef

Sobel M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. Sociological Methodology, 13, 290–312.CrossRef

Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23.CrossRef

Stauss, B. (2002). The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction. Managing Service Quality, 12(3), 173–183.CrossRef

Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: a meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29, 16–35.

Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62(2), 60–72.CrossRef

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press Division of Macmillan.

Titel: A meta-analysis of satisfaction with complaint handling in services
verfasst von: Chiara Orsingher
Sara Valentini
Matteo de Angelis
Publikationsdatum: 01.04.2010
Verlag: Springer US
Erschienen in: Journal of the Academy of Marketing Science / Ausgabe 2/2010
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI: https://doi.org/10.1007/s11747-009-0155-z

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 2/2010

Social influence on salespeople’s adoption of sales technology: a multilevel analysis

Non-local or local brands? A multi-level investigation into confidence in brand origin identification and its strategic implications

Frontline employee motivation to participate in service innovation implementation

General alliance experience, uncertainty, and marketing alliance governance mode choice

Frontline employee motivation to participate in service innovation implementation

Strategic marketing and marketing strategy: domain, definition, fundamental issues and foundational premises