Title: Impact of complaint management on repurchase intention of consumer technologies: employing the justice theory lens
Authors: Sanjeev Jha, Sridhar R. Papagari Sangareddy, Kevin C. Desouza, DongBack Seo, Chen Ye
Addresses: Department of Decision Sciences, Whittemore School of Business and Economics, University of New Hampshire, McConnell Hall, Durham, New Hampshire 03824-3593, USA. ' University of Illinois at Chicago, Information and Decision Sciences (MC 294), 2401 University Hall, 601 South Morgan Street, Chicago, Illinois 60607, USA. ' The Information School, University of Washington, Mary Gates Hall, Suite 330D, UW Box 352840, Seattle, WA 98195-2840, USA. ' Department of Business and ICT, University of Groningen, Landleven 5, 9747 AD Groningen, The Netherlands. ' Department of Computer Information Systems, Virginia State University, 1 Hayden Drive, P.O. Box 9038, Petersburg, VA 23806, USA
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.
Keywords: consumer technology; service failure; justice theory; complaint management; repurchase intention; repurchasing; customer service; organisational justice; customer satisfaction; structural equation modelling.
International Journal of Product Development, 2010 Vol.12 No.3/4, pp.352 - 371
Published online: 02 Nov 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article