Customer complaints and organizational responses: the effects of complainants' perceptions of justice on satisfaction and loyalty

By Osman M. Karatepe. 2006

332 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/8e2d2f4c02f9eb34be42180f1e90cb1b0df7673e

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “In the context of service recovery, interactional justice is measured by the degree to which customers evaluate employees’ politeness, sympathy, and willingness to recover from the failure (Homburg & Fürst, 2005; Karatepe, 2006).”
Propensity To Complain: Effects of Personality and Behavioral Factors (2007, background): “Studies suggest that promptness and interpersonal skills of employees handing the complaining procedure plays a significant role in complainants’ satisfaction (Davidow, 2000; Karatepe, 2006).”
Transformational vs transactional leadership: which is better? (2013, background): “Past justice study has confirmed that organizational justice is related to employees’ ethical behavior, low turnover intention, job satisfaction, commitment, loyalty, and extra job activity/behavior (Chen McCain et al., 2010; Hemdi and Nasurdin, 2007; Karatepe, 2006; Wu and Wang, 2008).”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “Previous studies indicated that customers’ evaluation of service recovery justice affects their satisfaction (Andreassen, 2000; Hocutt et al., 1997; Sparks and McColl-Kennedy, 2001; Karatepe, 2006).”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “Empirical studies show that fair interpersonal treatment contributes to satisfaction with complaint handling (Davidow, 2003; Homburg and Fürst, 2005; Karatepe, 2006; Tax et al., 1998), and SSR encounter (Smith et al., 1999).”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “Customer satisfaction is a very important concept in the marketing literature due to its influence on retention and loyalty (Karatepe, 2006; Maxham & Netemeyer, 2002; Szymanski & Henard, 2001) and its impact on commercial and financial organisational outcomes (Shapiro & Nieman-Gonder, 2006).”