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Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt

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  • Ahmed Tolba
  • Iman Seoudi
  • Hakim Meshreki
  • Mamdouh Shimy

Abstract

The main objective of this research is to identify and validate the factors that significantly influence customer loyalty during the complaint handling process in Egypt. The literature alludes to the effect of perceived justice of the complaint handling process on customer satisfaction and loyalty after the complaint. These relationships are tested and validated in the Egyptian context over ten different industries. The outcome of this research gives further validation to the finding of previous empirical studies in a novel context. The results will benefit Egyptian companies in different sectors to better handle customer complaints, as they will recognize the major variables that they should address

Suggested Citation

  • Ahmed Tolba & Iman Seoudi & Hakim Meshreki & Mamdouh Shimy, 2015. "Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 9(3), pages 1-14.
    • Handle: RePEc:ibf:gjbres:v:9:y:2015:i:3:p:1-14
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    References listed on IDEAS

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    3. Noel Siu & Tracy Zhang & Cheuk-Ying Yau, 2013. "The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery," Journal of Business Ethics, Springer, vol. 114(4), pages 675-686, June.
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    Cited by:

    1. Muhammad Salman Azhar & Ismail Bin Lebai Othman & Norzieiriani Ahmad, 2018. "A Conceptual Framework on Customer Satisfaction: The Mediating Role of Corporate Image," Global Social Sciences Review, Humanity Only, vol. 3(4), pages 254-272, December.

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    More about this item

    Keywords

    Justice; Customer Loyalty; Complaint Handling; Customer Satisfaction; Egypt;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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