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Moving Towards Successful Complaint Management

In: Complaint Management and Channel Choice

Author

Listed:
  • Stefan Garding
  • Andrea Bruns

Abstract

This chapter analyses the impact of customer complaint behaviour and classifies potential types of behaviour after a dissatisfying incident. Besides the opportunity of contacting a company directly, three alternative options are discussed which can be utilised by customers to vent their frustration. Thereafter, four different traditional complaint channels are introduced. This part is followed by a definition of social networks as a potentially emerging complaint channel. The remaining part of this chapter emphasizes the importance of complaint channels and describes three scientific theories which are important for customer satisfaction analysis: justice theory, behaviour theory and attribution theory. Each theory is described in detail and linked to the context of the study.

Suggested Citation

  • Stefan Garding & Andrea Bruns, 2015. "Moving Towards Successful Complaint Management," SpringerBriefs in Business, in: Complaint Management and Channel Choice, edition 127, chapter 0, pages 13-26, Springer.
    • Handle: RePEc:spr:spbrcp:978-3-319-18179-0_2
    DOI: 10.1007/978-3-319-18179-0_2
    as

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