FAKTOR YANG MEMPENGARUHI KEPUASAN COMPLAINT HANDLING TERHADAP LOYALITAS KONSUMEN
ABSTRACT: Academics as well as
managers have long been interested in the roleof satisfaction with complaint
handling (SATCOM) in shapingcustomers’ attitudes and repurchasing decisions.
This interest hasgenerated a widespread belief that SATCOM is driven by the
perceptionthat the complaint handling process is just. To test how SATCOM ismodulated
by distributive, interactional, or procedural justice, weperformed a
meta-analysis of 60 independent studies of the antecedentsand consequences of
SATCOM. Results indicate that SATCOM is affected most by distributive justice,
then by interactional justice, and onlyweakly by procedural justice. We also
find that SATCOM mediates the effects of justice dimensions on word-of-mouth.
However, contrary tocom-mon belief, SATCOM does not mediate the effects of
justicedimensions on overall satisfaction and return intent. We draw on our results
to suggest several avenues for further research.
Keywords: Satisfaction with
complaint handling, Meta-analysis . Service recovery, Service failure, Justice
theory
Penulis: M. Roby Jatmiko
Kode Jurnal: jpmanajemendd170379
