Abstract
Industry surveys indicate that although executives of consumer technology firms believe that they provide above average customer service, consumers are not happy. In this study, we have conceptualised customer service that follows a consumer technology failure as a complaint management process. Complaint management is modelled as the three dimensions of organisational justice (interactional, procedural, and distributive justice) based on justice theory. We examine the impact of complaint management on a customers' satisfaction with the consumer technology firm and their subsequent repurchase intention. Results from a structural equation modelling analysis using a sample of 416 supported our model.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 352-371 |
| Number of pages | 20 |
| Journal | International Journal of Product Development |
| Volume | 12 |
| Issue number | 3-4 |
| DOIs | |
| State | Published - Nov 2010 |
| Externally published | Yes |
Keywords
- Complaint management
- Consumer technology
- Justice theory
- Service failures
ASJC Scopus subject areas
- Business and International Management
- Economics and Econometrics
- Strategy and Management
- Management of Technology and Innovation