Impacts of organizational responses on complainants' justice perceptions and post-purchase behaviors

Journal of Quality Assurance in Hospitality and Tourism

Volumn 8, Issue 1, 2007, Pages 1-25

  Gursoy, Dogan ^a   Ekiz, Erdogan H ^b   Chi, Christina G ^a  

^a WASHINGTON STATE UNIVERSITY   (United States)

^b HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Customer complaints; Justice perceptions; Organizational responses; Post repurchase behaviors

Indexed keywords

EID: 34748843958     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v08n01_01     Document Type: Article

References (70)

1. Anderson, J. C. & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, May(103), 411-423.
2. Arasli, H. (2002). Diagnosing whether Northern Cyprus hotels are ready for TQM: An empirical analysis. Total Quality Management, 13(3), 347-364.
3. Babakus, E., Yavas, U., Karatepe, O. M. & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272-286.
4. Becker, C. (2000). Service recovery strategies: The impact of cultural differences. Journal of Hospitality and Tourism Research, 24(4), 526-538.
5. Blodgett, J. G., Wakefield, K. L. & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42.
6. Blodgett, J. G. & Anderson, R. D. (2000). A Bayesian network model of the consumer complaint process. Journal of Service Research, 2(4), 321-338.
7. Blodgett, J. G., Hill, D. J. & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post-complaint behavior. Journal of Retailing, 73(2), 185-210.
8. Blodgett, J. G., Granbois, D. H. & Walters, R. G. (1993). The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions. Journal of Retailing, 69(4), 399-428.
9. Boshoff, C. & Leong, J. (1998). Empowerment, attribution and apologizing as dimensions of service recovery: An experimental study. International Journal of Service Industry Management, 9(1), 24-47.
10. Brown, S. P. & Leigh, T. W. (1996). A new look at psychological climate and its relationship to job involvement, effort, and performance. Journal of Applied Psychology, 81(4), 358-368.
11. Collie, T. A., Sparks, B. & Bradley, G. (2000). Investing in interactional justice: A study of the fair process effect within a hospitality failure context. Journal of Hospitality and Tourism Research, 24(4), 448-472.
12. Conlon, D. E., & Murray, N. M. (1996). Customer perceptions of corporate responses to product complaints: The role of explanation. Academy of Management Journal, 39(4), 1040-1056.
13. Davidow, M. (2000). The bottom line impact of organizational responses to customer complaints. Journal of Tourism and Hospitality Research 24(4), 473-490.
14. Davidow, M. (2003a). Organizational responses to customer complaints: what works and what doesn't. Journal of Service Research, 5(3), 225-250.
15. Davidow, M. (2003b). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16(3), 67-80.
16. Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. In T. C. Kinnear (Eds.) Advances in Consumer Research (pp. 496-499). Provo, UT: Association for Consumer Research.
17. Day, R. L., Grabicke, K., Schaetzle, T., & Staubach, F. (1981). The hidden agenda of consumer complaining. Journal of Retailing, 57(3), 86-106.
18. Diener, B. J. & Greyser, S. A. (1978). Consumer views of redress needs. Journal of Marketing, 42(October), 21-27.
19. Duhaime, C., & Ash, S. B. (1980). Satisfaction, dissatisfaction and complaining behavior: A comparison of male and female consumers. In H. Keith Hunt and Ralph L. Day (Eds.), Refining Concepts of Consumer Satisfaction and Complaining Behavior (pp. 102-111). Bloomington IN: Bureau of Business Research.
20. Dunning, J. & Pecotich, A. (2000). Understanding the role of adequate explanations within the post-complaint process. Visionary Marketing for the 21st Century: Facing the Challenge, 277-280.
21. Economic and Social Indicators (2004). Prime Ministry, State Planning Organization. Lefkosa, Turkish Republic of Northern Cyprus.
22. Ekiz, H. E. (2003). Organizational Responses to Customer Complaints in Hotel Industry: Evidence from Northern Cyprus. Unpublished Master Thesis (MBA), Famagusta: Eastern Mediterranean University: Faculty of Business and Economics.
23. Ekiz, H. E., Farivarsadri, G., Arasli, H. & Bavik, A. (2005). Eǧitim sektöründe yabancι uyruklu öǧrenci cesikayetlerine kurumlarιn verdikleri tepkilerin adalet boyutlarι çerçevesinde ölçülmesi: KKTC üniversiteleri örneǧi. 10. Pazarlama Kongresi, Doǧu Akdeniz Üniversitesi, ̇ Işletme ve Ekonomi Fakültesi, 16-18 Kasιm, 343-344.
24. Ekiz, H. E., Arasli, H. & Bavik, A. (2005). Measuring the impacts of organizational responses to customer complaints on satisfaction, revisit intention and WOM: A replication study in Cyprus hotel industry. Managing Global Trends and Challenges in a Turbulent Economy, Chios, Greece: University of the Aegean, 13-15 October 2005, Full Paper Presented, Proceedings is in the Publication.
25. George, S. & Weimerskirch, A. (1994). Total quality management: strategies and techniques proven at today's most successful companies New York: John Wiley & Sons, Inc.
26. Gilly, M.C. & Gelb, B. D. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, 9(December), 323-328.
27. Gilly, M. C. (1987). Postcomplaint processes: From organizational response to repurchase behavior. The Journal of Consumer Affairs, 21(2), 293-313.
28. Goodwin, C. & Ross, I. (1990). Consumer evaluations of responses to complaints: What's fair and why. Journal of Services Marketing, 4(3), 53-61.
29. Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2003). Segmenting dissatisfied restaurant customers based on their complaining response styles. Journal of Food Service Business Research, 6(1), 25-44.
30. Gursoy, D., Ekiz, H. F. and Chi, C. G. (2006). Impacts of organizational responses on complainants justice perceptions and post-purchase behaviors in North Cyprus hotel industry: International tourist perspective. CHRIE 2006 Conference, July 26-30, Proceeding Book, 141-146.
31. Gursoy, D., McCleary, K. W. & Lepsito, L. R. (In Press). Propensity to complain: Affects of personality and behavioral factors. Journal of Hospitality and Tourism Research.
32. Hartline, M. D. & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(October), 52-70.
33. Hoffman, K. D. & Bateson, J. E. G. (1997). Essentials of Services Marketing. Fort Worth: The Dryden Press, Harcourt Brace College Publishers.
34. Hoffman, K. D. & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing, 34(3/4), 418-430.
35. Hofstede, G. (2001). Culture's Consequences: Comparing Values, Behaviours, Institutions and Organisations across Nations. Thousand Oaks: Sage Publications.
36. Jones, D. L., McCleary, K. W., & Lepisto, L. R. (2002). Consumer complaint behavior manifestations for table service restaurants: Identifying sociodemographic characteristics, personality and behavioral factors. Journal of Hospitality & Tourism Research, 26(2), 105-123.
37. Joreskog, K. & Sorbom, D. (1996). LISREL 8: User's Reference Guide Chicago: Scientific Software International, Inc.
38. Judd, C. M., Smith, F. R. & Kidder, L. H. (1991). Research Methods in Social Relations (6th ed.). Fort Worth, Holt: Rinehart and Winston, Inc.
39. Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants' perceptions of justice on satisfaction and loyalty. Interactional Journal of Hospitality Management, 25, 69-90.
40. Karatepe, O. M. & Ekiz, H. E. (2004). The effects of organizational responses to complaint on satisfaction and loyalty: A study of hotel guests in Northern Cyprus. Managing Service Quality, 14(6), 476-486.
41. Kincade, D. H., Redwine, A. & Hancock, G. R. (1992). Apparel product dissatisfaction and the post-complaint process. International Journal of Retail and Distribution Management, 20(5), 15-25.
42. Kolodinsky, J. (1992). A system for estimating complaints, complaint resolution and subsequent purchases of professional and personal services. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 36-44.
43. Kolodinsky, J. (1993). Complaints, redress, and subsequent purchases of medical services by dissatisfied consumers. Journal of Consumer Policy, 16, 193-214.
44. Kolodinsky, J. (1995). Usefulness of economics in explaining consumer complaints. Journal of Consumer Affairs, 29(1), 29-54.
45. Kolodinsky, J., & Aleong, J. (1990). An integrated model of consumer complaint action applied to services: A pilot study. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 36-44
46. Kotler, P., Bowen, J. & Makens, J. (1999). Marketing for Hospitality and Tourism (2nd ed.). Upper Saddle River, New Jersey: Prentice-Hall International Inc.
47. Lee, J., & Soberon-Ferrer, H. (1999). An empirical analysis of elderly consumers' complaining behavior. Family and Consumer Sciences Research Journal, 27 (3), 341-371.
48. Lewis, R. C., & Morris, S. V. (1987). The positive side of guest complaints. Cornell Hotel and Restaurant Administration Quarterly, 28(February), 13-15.
49. Lovelock, C. H. (2000). Services Marketing: People, Technology, Strategy (4th ed.). Upper Saddle River, New Jersey: Prentice-Hall International Inc.
50. Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583-596.
51. Mattila, A. S. & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336-346.
52. McAlister, D. T., & Erffmeyer, R. C. (2003). A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations. Journal of Business Research, 56, 341-351.
53. Maxham III, J. G. & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and internet. Journal of Retailing, 78, 239-252.
54. McCollough, M. A. (2000). The effects of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of Hospitality and Tourism Research, 24(4), 423-447.
55. McGorry, S. Y. (2000). Measurement in a cross-cultural environment: Survey translation issues. Qualitative Market Research: An International Journal, 3(2), 74-81.
56. Nunnally, J. C. (1978). Psychometric Theory. New York: McGraw-Hill Book Company.
57. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17 (4), 460-469.
58. Rust, R. T., Stewart, G. L., Miller, H. & Pielack, D. (1996). The satisfaction and retention of frontline employees: A customer satisfaction approach. International Journal of Service Industry Management, 7(5), 62-80.
59. Schoefer K. & Ennew C. (2005). Customer evaluation of tour operators' responses to their complaints. Journal of Travel and Tourism Marketing, 17(1), 83-92.
60. Sethi, V., & King, W. (1994). Development of measures to assess the extent to which an information technology application provides competitive advantage. Management Science, 40(12), 1601-1624.
61. Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93-107.
62. Singh, J. (1990). Identifying consumer dissatisfaction response styles: An agenda for future research. European Journal of Marketing, 24(6), 55-72.
63. Singh, J., & Wilkes, R., E. (1996). When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. Journal of Academy of Marketing Science, 24(4), 350-365.
64. Smith, A. K., Bolton, R. N. & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(August), 356-372.
65. Smith, A. K. & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril? Journal of Service Research, 1(1), 65-81.
66. Spreng, R.A., Harrell, G. D. & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. The Journal of Services Marketing, 9(1), 15-23.
67. Tabachnick, B. G. & Fidell, L. S. (1996). Using Multivariate Statistics (3rd ed.). New York: HarperCollins College Publishers.
68. Technical Assistance Research Program (TARP) (1986). Consumer Complaint Handling in America: An Update Study, Washington, D.C.: U.S. Office of Consumer Affairs.
69. Tax, S. S., Brown, S. W. & Chandrashekaran, M. (1998). Customer evaluation of service complaint experiences: Implication and relationship marketing. Journal of Marketing, 62(April), 60-76.
70. Yavas, U., Karatepe, O. M., Babakus, E. & Avci, T. (2004). Customer complaints and organizational responses: A study of hotel guests in Northern Cyprus. Journal of Hospitality and Leisure Marketing, 11(2/3), 31-46.