Satisfaction with complaint handling:a replication study on its determinants in a business-to-business context


Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de Angelis, 2010). Since these SATCOM-studies are largely conducted in business-to-consumer (B2C) markets, it is unclear what drives SATCOM in business-to-business (B2B) markets. Therefore, we replicate the justice model in an industrial context and find significant differences for procedural justice and interactional justice but not for distributive justice. While distributive justice is equally important in both contexts, procedural justice is more important in B2B markets whereas interactional justice drives SATCOM only in B2C markets.

Publication DOI:
Divisions: Aston Business School
Aston Business School > Marketing & Strategy
Additional Information: NOTICE: this is the author’s version of a work that was accepted for publication in International journal of research in marketing. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Brock, C, Blut, M, Evanschitzky, H & Kenning, P, 'Satisfaction with complaint handling: a replication study on its determinants in a business-to-business context' International Journal of Research in Marketing, vol In Press, Corrected Proof (2013) DOI
Uncontrolled Keywords: complaint management,satisfaction with complaint handling,business-to-business,replication
Full Text Link:
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2013-09
Published Online Date: 2013-05-28
Authors: Brock, Christian
Blut, Markus ( 0000-0003-0436-6846)
Evanschitzky, Heiner ( 0000-0003-1013-7679)
Kenning, Peter



Version: Accepted Version

Export / Share Citation


Additional statistics for this record