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Conceptualising Customer Expectations with Complaint Channels

In: Complaint Management and Channel Choice

Author

Listed:
  • Stefan Garding
  • Andrea Bruns

Abstract

This chapter outlines the theoretical framework of the empirical studies. Five main factors are identified which guide the conceptualisation of customer satisfaction with complaint channels: procedural justice, interactional justice, distributive justice, personal attitudes and social interactions. Each factor is described in detail and related to one of the underlying scientific theories: justice theory, attribution theory and behaviour theory. As a next step, these factors are linked to the five complaint channels (mail, e-mail, phone, face-to-face, social networks) in order to allow for subsequent empirical testing of customers’ perceptions. Based on this methodology, the adequacy of complaint channels can be tested from a customer perspective.

Suggested Citation

  • Stefan Garding & Andrea Bruns, 2015. "Conceptualising Customer Expectations with Complaint Channels," SpringerBriefs in Business, in: Complaint Management and Channel Choice, edition 127, chapter 0, pages 27-33, Springer.
    • Handle: RePEc:spr:spbrcp:978-3-319-18179-0_3
    DOI: 10.1007/978-3-319-18179-0_3
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