Customer perceptions of corporate responses to product complaints: The role of explanations

• 成果类型: Article
• 署名作者: Conlon, DE; Murray, NM
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/256723
• 发表日期: 1996
• 页码: 1040-1056
• 关键词: ORGANIZATIONAL-BEHAVIOR; positive affect; determinants; management; JUSTICE; satisfaction; fairness; accounts; layoff

摘要

Using the justice and impression management literatures as a guide, we examined company responses to customer complaints in a field study. Explanations in which a company accepted responsibility for a problem resulted in the most favorable pattern of complainant reactions, Inclusion of coupons or other reimbursements also led to more favorable reactions. Favorable reactions were muted when the product in question was expensive or when the company was perceived to be tardy in responding to a complainant.