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An exploratory study of collinearity effects between antecedents of post-complaint satisfaction

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  • Pierre-Nicolas Schwab

Abstract

The issue of the conceptual independence of attributes of perceived justice has received scant direct empirical attention in the complaint-handling literature. The present study aimed to investigate the strength of associations between attributes of perceived justice and, in doing so, contribute to the literature on conceptualisations of apology, politeness, and empathy. A naturally occurring dataset of 524 responses to customers’ complaints posted on France’s largest public forum (www.lesarnaques.com) between September 2003 and September 2013 were analysed. Cramer’s V coefficients demonstrated strong collinearity effects in relation to some of the associations tested and, as such, suggest that existing problems in implementing effective complaint-handling strategies might be due to a lack of clarity concerning how apology, politeness, and empathy should best be defined. Recommendations are provided as to what should be measured, and how, in further research; implications for industry practitioners are also discussed.

Suggested Citation

  • Pierre-Nicolas Schwab, 2015. "An exploratory study of collinearity effects between antecedents of post-complaint satisfaction," Working Papers CEB 15-010, ULB -- Universite Libre de Bruxelles.
    • Handle: RePEc:sol:wpaper:2013/196618
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    Cited by:

    1. Pierre-Nicolas Schwab & Sandra Rothenberger, 2015. "Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty," Working Papers CEB 15-015, ULB -- Universite Libre de Bruxelles.

    More about this item

    Keywords

    complaint-handling; justice; empathy; politeness; apologies;
    All these keywords.

    JEL classification:

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

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