Impact of complaint management on repurchase intention of consumer technologies: Employing the justice theory lens

Sanjeev Jha; Sridhar R.Papagari Sangareddy; Kevin C. Desouza; Dong Back Seo; Chen Ye

doi:10.1504/IJPD.2010.036396

Impact of complaint management on repurchase intention of consumer technologies: Employing the justice theory lens

Sanjeev Jha, Sridhar R.Papagari Sangareddy, Kevin C. Desouza, Dong Back Seo, Chen Ye

Arizona State University

Research output: Contribution to journal › Article › peer-review

2 Scopus citations

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	https://doi.org/10.1504/IJPD.2010.036396
State	Published - Nov 1 2010

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

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10.1504/IJPD.2010.036396

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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.",

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AU - Seo, Dong Back

AU - Ye, Chen

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AB - 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.

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Impact of complaint management on repurchase intention of consumer technologies: Employing the justice theory lens

Abstract

Keywords

ASJC Scopus subject areas

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