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Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context

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  • Brock, Christian
  • Blut, Markus
  • Evanschitzky, Heiner
  • Kenning, Peter

Abstract

Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de Angelis, 2010). Since these SATCOM-studies are largely conducted in business-to-consumer (B2C) markets, it is unclear what drives SATCOM in business-to-business (B2B) markets. Therefore, we replicate the justice model in an industrial context and find significant differences for procedural justice and interactional justice but not for distributive justice. While distributive justice is equally important in both contexts, procedural justice is more important in B2B markets whereas interactional justice drives SATCOM only in B2C markets.

Suggested Citation

  • Brock, Christian & Blut, Markus & Evanschitzky, Heiner & Kenning, Peter, 2013. "Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context," International Journal of Research in Marketing, Elsevier, vol. 30(3), pages 319-322.
    • Handle: RePEc:eee:ijrema:v:30:y:2013:i:3:p:319-322
    DOI: 10.1016/j.ijresmar.2013.05.001
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    References listed on IDEAS

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    1. Yanamandram, Venkata & White, Lesley, 2010. "An empirical analysis of the retention of dissatisfied business services customers using structural equation modelling," Australasian marketing journal, Elsevier, vol. 18(4), pages 222-232.
    2. Evanschitzky, Heiner & Baumgarth, Carsten & Hubbard, Raymond & Armstrong, J. Scott, 2007. "Replication research's disturbing trend," Journal of Business Research, Elsevier, vol. 60(4), pages 411-415, April.
    3. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
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    1. Ghazal Shams & Mohsin Abdur Rehman & Sarminah Samad & Raouf Ahmad Rather, 2020. "The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 25-34, June.
    2. Kaatz, Christopher, 2020. "Retail in my pocket– replicating and extending the construct of service quality into the mobile commerce context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    4. Lynch, John G. & Bradlow, Eric T. & Huber, Joel C. & Lehmann, Donald R., 2015. "Reflections on the replication corner: In praise of conceptual replications," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 333-342.
    5. Bougoure, Ursula Sigrid & Russell-Bennett, Rebekah & Fazal-E-Hasan, Syed & Mortimer, Gary, 2016. "The impact of service failure on brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 62-71.
    6. Vonny Susanti & Ujang Sumarwan & Megawati Simanjuntak & Eva Z Yusuf, 2020. "Rational Antecedent Framework of Brand Satisfaction in the Industrial Market: Assessing Rational Perceived Quality and Rational Perceived Value Roles," International Review of Management and Marketing, Econjournals, vol. 10(1), pages 19-26.
    7. Baliga, Ashwin J. & Chawla, Vaibhav & Sunder M, Vijaya & Ganesh, L.S. & Sivakumaran, Bharadhwaj, 2021. "Service Failure and Recovery in B2B Markets – A Morphological Analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 763-781.
    8. Mohammad Alghababsheh & David Gallear & Mushfiqur Rahman, 2020. "Balancing the Scales of Justice: Do Perceptions of Buyers’ Justice Drive Suppliers’ Social Performance?," Journal of Business Ethics, Springer, vol. 163(1), pages 125-150, April.

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