How Retailers Handle Complaint Management

Torben Hansen, Ricky Wilke, Judy Zaichkowsky

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

This article fills a gap in the literature by providing insight about the handling of complaint management (CM) across a large cross section of retailers in the grocery, furniture, electronic and auto sectors. Determinants of retailers’ CM handling are investigated and insight is gained as to the links between CM and redress of consumers’ complaints. The results suggest that retailers who attach large negative consequences to consumer dissatisfaction are more likely than other retailers to develop a positive strategic view on customer complaining, but at the same time an increase in perceived negative consequences of customer dissatisfaction leads to a more negative view on interacting with complaining customers.
Original languageEnglish
JournalJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Volume22
Pages (from-to)1-20
ISSN0899-8620
Publication statusPublished - 2009

Cite this

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title = "How Retailers Handle Complaint Management",
abstract = "This article fills a gap in the literature by providing insight about the handling of complaint management (CM) across a large cross section of retailers in the grocery, furniture, electronic and auto sectors. Determinants of retailers’ CM handling are investigated and insight is gained as to the links between CM and redress of consumers’ complaints. The results suggest that retailers who attach large negative consequences to consumer dissatisfaction are more likely than other retailers to develop a positive strategic view on customer complaining, but at the same time an increase in perceived negative consequences of customer dissatisfaction leads to a more negative view on interacting with complaining customers.",
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How Retailers Handle Complaint Management. / Hansen, Torben; Wilke, Ricky; Zaichkowsky, Judy.

In: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 22, 2009, p. 1-20.

Research output: Contribution to journalJournal articleResearchpeer-review

TY - JOUR

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AU - Hansen, Torben

AU - Wilke, Ricky

AU - Zaichkowsky, Judy

PY - 2009

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N2 - This article fills a gap in the literature by providing insight about the handling of complaint management (CM) across a large cross section of retailers in the grocery, furniture, electronic and auto sectors. Determinants of retailers’ CM handling are investigated and insight is gained as to the links between CM and redress of consumers’ complaints. The results suggest that retailers who attach large negative consequences to consumer dissatisfaction are more likely than other retailers to develop a positive strategic view on customer complaining, but at the same time an increase in perceived negative consequences of customer dissatisfaction leads to a more negative view on interacting with complaining customers.

AB - This article fills a gap in the literature by providing insight about the handling of complaint management (CM) across a large cross section of retailers in the grocery, furniture, electronic and auto sectors. Determinants of retailers’ CM handling are investigated and insight is gained as to the links between CM and redress of consumers’ complaints. The results suggest that retailers who attach large negative consequences to consumer dissatisfaction are more likely than other retailers to develop a positive strategic view on customer complaining, but at the same time an increase in perceived negative consequences of customer dissatisfaction leads to a more negative view on interacting with complaining customers.

M3 - Journal article

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JO - Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

JF - Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

SN - 0899-8620

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