Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes

Hooman Estelami

195 citations0/0 files storedJournal of Service Research

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions. Moreover, the relative impact of consumer loyalty as well as various aspects of complaint handling procedures on the creation of delightful or disappointing resolutions to consumer complaints is examined. Consumer delight and disappointment with complaint outcomes are found to be primarily influenced by compensatory aspects of complaint resolutions.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2025Advances in Consumer Research 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Zero defections: quality comes to services.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1993The Antecedents and Consequences of Customer Satisfaction for Firms 2014Satisfaction: A Behavioral Perspective on the Consumer 1995Customer Switching Behavior in Service Industries: An Exploratory Study

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