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https://www.researchgate.net/profile/Sara_Valentini/publication/225483785_A_meta-analysis_of_satisfaction_with_complaint_handling_in_services/links/5564a2fa08aec4b0f4858eba.pdf
A meta-analysis of satisfaction with complaint handling in services Chiara Orsingher & Sara Valentini & Matteo de Angelis Received: 12 June 2007 /Accepted: 18 June 2009 # Academy of Marketing ...
https://link.springer.com/article/10.1007%2Fs11747-009-0155-z
Jul 16, 2009 · 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 ...Cited by: 280
https://www.researchgate.net/publication/225483785_A_meta-analysis_of_satisfaction_with_complaint_handling_in_services
A meta-analysis of satisfaction with complaint handling in services Article (PDF Available) in Journal of the Academy of Marketing Science 38(2):169-186 · April 2009 with 1,801 Reads
https://journals.sagepub.com/doi/abs/10.1177/1094670510387914
Dec 03, 2010 · Orsingher, Chiara , Sara Valentini , and Matteo de Angelis (2010), ‘‘A Meta-Analysis of Satisfaction with Complaint Handling in Services,’’ Journal …Cited by: 331
https://core.ac.uk/display/54547660
A Meta-Analysis of Satisfaction with Complaint Handling in Services ... SATCOM does not mediate the effects of justice\ud dimensions on overall satisfaction and return intent. We draw\ud on our results to suggest several avenues for further research Topics: Satisfaction with complaint handling, Meta-analysis, Service recovery , Service ...Author: Orsingher C, Valentini S and De Angelis M
https://www.sciencedirect.com/science/article/pii/S0167811613000451
Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context. ... (2010) meta-analysis on complaint satisfaction in B2C industries, which captures 509 correlations from 60 independent samples drawn from 50 papers.Cited by: 11
https://link.springer.com/article/10.1007/s11002-018-9470-9
Oct 03, 2018 · Research on customer participation in service recovery is surging, yet empirical examinations provide mixed results. A meta-analysis of 30 independent samples reported in 21 studies (N = 7872) shows that the effect sizes for the relationships between customer participation in service recovery and customer outcomes are rather weak. We also find that customer participation in service …Cited by: 4
https://journals.sagepub.com/doi/10.1177/1094670514538321
Jun 11, 2014 · She received her PhD in Management Science from the Institut d'Administration des Entreprises of Aix-en-Provence (France). Her research interests include service recovery and complaint handling, meta-analysis, and referral reward programs.Cited by: 104
https://www.sciencedirect.com/science/article/pii/S0969698918310002
A meta-analysis by Orsingher et al. (2010) consolidated the impact of DiJ, InJ and PrJ on complaint satisfaction with stronger effect of DiJ followed by InJ and PrJ respectively. Another meta-analysis by Gelbrich and Roschk (2011) on post complaint behaviour, further deepen the contradiction in literature. Contradicted to single studies, impact ...Cited by: 1
https://rd.springer.com/article/10.1007/s11628-015-0295-9
Sep 05, 2015 · To test the conceptual framework, we employ self-reported information from a sample of customers who have experienced a service failure in the financial services industry. Findings show that complaint handling will increase not only customer satisfaction with the complaint-handling process but also customer engagement.Cited by: 21
https://shodhganga.inflibnet.ac.in/bitstream/10603/69344/8/08_chapter%202.pdf
meta-analysis of the reported findings on customer satisfaction. They have documented ... They have supported a quasi “brand equity” perspective-whereas satisfaction with complaint handling has a direct impact on trust and commitment, to a limited extent, ... between the services promised and services offered. And to conclude, “Delivering
https://www.slideshare.net/RMMLDN/customer-complaints-management-in-financial-services
Feb 13, 2013 · Customer Complaints Management in Financial Services 1. * A program of FS transformation around customer complaints management 2. *Complaint management is an increasingly important moment of truth The quality of complaint management is both a threat to, and opportunity for, the organisation.
https://scholarspace.manoa.hawaii.edu/bitstream/10125/41637/1/paper0488.pdf
2. Complaint Handling Early studies of complaint management [8, 9] agreed that the customer’s perception of fairness in complaint handling has three distinct dimensions, i.e. distributive, procedural, and interactional justice. This three-dimensional structure was theorized and tested in a meta-analytic framework proposed by Orsingher et
http://scholar.google.com/citations?user=WKV8OfkAAAAJ&hl=en
A meta-analysis of satisfaction with complaint handling in services C Orsingher, S Valentini, M de Angelis Journal of the academy of marketing science 38 (2), 169-186 , 2010
https://pubsonline.informs.org/doi/abs/10.1287/mksc.14.3.G36
A meta-analysis of satisfaction with complaint handling in services 16 July 2009 Journal of the Academy of Marketing Science, Vol. 38, No. 2 College Diversity Experiences and Cognitive Development: A …Cited by: 151
https://core.ac.uk/display/33432467
A meta-analysis of organizational complaint handling and customer responses . ... → justice perceptions (distributive, interactional, and procedural justice) → post-complaint satisfaction (transaction-specific and cumulative satisfaction) → customer behavioral intentions (loyalty and positive word of mouth [WOM])." ... meta-analysis, ...Author: Katja Gelbrich and Holger Roschk
https://www.usefulfeedback.com/guides/complaint-management-system/
But what is a complaint management system? Examples of systematic approaches to complaint management ISO 10002 Complaints Management The ISO 10002:2014 standard provides guidelines on planning, operating, maintaining, analyzing and improving a complaint handling system.
https://ideas.repec.org/p/sol/wpaper/2013-192612.html
Downloadable! The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post-complaint satisfaction on the other. Predictions were derived from justice theory and existing research and practice concerning the attributes of effective ...
https://www.liebertpub.com/doi/abs/10.1089/cpb.2007.0059
Jun 07, 2008 · The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control.Cited by: 26
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