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State of the Art zum Nachbeschwerdeverhalten

Author

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  • Gelbrich, Katja
  • Roschk, Holger

Abstract

Das Review arbeitet den Forschungsstand zum Nachbeschwerdeverhalten auf. Die Ergebnisse bestätigen das Reviewmodell, wonach die Unternehmensreaktionen die Wahrnehmung dieser Reaktionen, insbesondere die wahrgenommene Gerechtigkeit, positiv beeinflussen. Diese wiederum sorgt für Nachbeschwerdezufriedenheit, welche ihrerseits positives Kundenverhalten fördert. Als effektive Unternehmensreaktionen lassen sich die Kompensationshöhe, die Interpersonale Kommunikation und die Beschwerdekultur identifizieren. Von den drei Gerechtigkeitsdimensionen hat die Distributive Gerechtigkeit den stärksten Einfluss auf die Nachbeschwerdezufriedenheit. Das Review legt außerdem Interaktionseffekte zwischen den Unternehmensreaktionen sowie den Einfluss von Kontextvariablen offen. Auf Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives Beschwerdemanagement gegeben und Vorschläge für die weitere Forschung unterbreitet.

Suggested Citation

  • Gelbrich, Katja & Roschk, Holger, 2007. "State of the Art zum Nachbeschwerdeverhalten," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 3, number 32007.
  • Handle: RePEc:zbw:tuisbw:32007
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    File URL: https://www.econstor.eu/bitstream/10419/55698/1/661844226.pdf
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    References listed on IDEAS

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    1. Craswell, Allen T. & Francis, Jere R. & Taylor, Stephen L., 1995. "Auditor brand name reputations and industry specializations," Journal of Accounting and Economics, Elsevier, vol. 20(3), pages 297-322, December.
    2. Willekens, Marleen & Achmadi, Christina, 2003. "Pricing and supplier concentration in the private client segment of the audit market: Market power or competition?," The International Journal of Accounting, Elsevier, vol. 38(4), pages 431-455.
    3. repec:bla:joares:v:32:y:1994:i:2:p:241-261 is not listed on IDEAS
    4. Dye, Ronald A., 1991. "Informationally motivated auditor replacement," Journal of Accounting and Economics, Elsevier, vol. 14(4), pages 347-374, December.
    5. DeAngelo, Linda Elizabeth, 1981. "Auditor size and audit quality," Journal of Accounting and Economics, Elsevier, vol. 3(3), pages 183-199, December.
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    Cited by:

    1. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.

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