LOGIN TO YOUR ACCOUNT

Username
Password
Remember Me
Or use your Academic/Social account:

CREATE AN ACCOUNT

Or use your Academic/Social account:

Congratulations!

You have just completed your registration at OpenAire.

Before you can login to the site, you will need to activate your account. An e-mail will be sent to you with the proper instructions.

Important!

Please note that this site is currently undergoing Beta testing.
Any new content you create is not guaranteed to be present to the final version of the site upon release.

Thank you for your patience,
OpenAire Dev Team.

Close This Message

CREATE AN ACCOUNT

Name:
Username:
Password:
Verify Password:
E-mail:
Verify E-mail:
*All Fields Are Required.
Please Verify You Are Human:
fbtwitterlinkedinvimeoflicker grey 14rssslideshare1
Brock, Christian; Evanschitzky, Heiner; Blut, Markus; Kenning, Peter; Ahlert, Martin (2010)
Languages: English
Types: Article
Subjects:
Inhalt der vorliegenden Studie ist eine Replikation und Erweiterung des Modells zur Wirkung der wahrgenommenen Gerechtigkeit. Zunächst wird die Wirkung der wahrgenommenen Gerechtigkeit bei einem B2B-Dienstleister auf die Zufriedenheit sowie die Bindung der Kunden nach einer Beschwerde untersucht. Daran anschließend erfolgt eine Erweiterung des Modells um die Moderatoren Beziehungslänge und Bedeutung des Beschwerdeobjekts. Die Analyse zeigt, dass die prozedurale, interaktionale und distributive Gerechtigkeit zwar auch im B2B-Kontext die zentralen Determinanten der Beschwerdezufriedenheit darstellen, die einzelnen Dimensionen jedoch eine andere Gewichtung erfahren als in einer gemischten Stichprobe (B2B und B2C). Zudem zeigt die Erweiterung des Modells um die Moderatoren, dass auch zwischen den einzelnen B2B-Kunden Unterschiede in der Wirkung der drei Determinanten bestehen.
  • The results below are discovered through our pilot algorithms. Let us know how we are doing!

    • [1] Vgl. Maxham III/Netemeyer (2002); Smith et al. (1999); Zeithaml et al. (1996).
    • [2] Vgl. Homburg/Fürst (2007); Davidow (2003); Tax et al. (1998).
    • [3] Vgl. Hocutt et al. (1997); Smith et al. (1999); Voorhees et al. (2006).
    • [4] Vgl. Homburg/Fürst (2007).
    • [5] Vgl. Backhaus/Voeth (2007); Webster (1978).
    • [6] Vgl. Williams/Rao (1980).
    • [7] Vgl. Barksdale/Powell/Hargrove (1984).
    • [8] Vgl. bspw. zum Service Recovery Paradoxon Matos et al. (2007) und die dort zitierte Literatur.
    • [9] Vgl. Hoffmann/Kelley (2000); Tax et al. (1998).
    • [10] Vgl. Armstrong (2003); Hubbard/Vetter (1996).
    • [11] Vgl. Baumgarth/Evanschitzky 2005; Evanschitzky et al. (2007).
    • [12] Vgl. Backhaus (2008).
    • [13] Vgl. Homburg/Fürst (2005); Tax et al. (1998).
    • [14] Vgl. Hocutt et al. (1997); Homburg/Fürst (2005); Tax et al. (1998).
    • [15] Vgl. Oliver/Swan (1989); Stauss (2002).
    • [16] Vgl. Davidow/Leigh (1998); Gilly/Gelb (1982).
    • [17] Vgl. Adams (1963).
    • [18] Vgl. Adams (1963 und 1965); Ajzen (1982); Austin/Walster (1975).
    • [19] Vgl. Bagozzi/Yi (1988); Hair et al. (2006); Nunnally (1978).
    • [20] Vgl. Hair et al. 2006.
    • Adams, J. Stacy (1963): Toward an Understanding of Inequity. In: Journal of Abnormal and Social Psychology, 67. Jg., Nr. 5, S. 422-436.
    • Adams, J. Stacy (1965): Inequity in Social Exchange. In: Advances in Experimental Social Psychology, 2. Jg., S. 267-299.
    • Ajzen, Icek (1982): Equity in Attitude Formation and Change. In: Greenberg, Jerald/ Cohen, Ronald L. (Hrsg.): Equity and Justice in Social Behavior, New York 1982, S. 161-186.
    • Armstrong, J. Scott (2003): Discovery and Communication of Important Marketing Findings: Evidence and Proposals. In: Journal of Business Research, 56, Jg., Nr. 1, S. 69-84.
    • Austin, William/Walster, Elaine (1975): Equity with the World: The Trans-Relational Effects of Equity and Inequity. In: Sociometry, 38. Jg., Nr. 4, S. 474-496.
    • Backhaus, Klaus/Bauer, Matthias (2001): The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships. In: Journal of Business-to-Business Marketing, 8. Jg., Nr. 1, 2001, S. 25-54.
    • Backhaus, Klaus/Voeth, Markus (2007): Industriegütermarketing. 8. Aufl. München.
    • Backhaus, Klaus (2008): Editorial. In: Die Betriebswirtschaft, 68. Jg., Nr. 1, S. 1-4.
    • Bagozzi, Richard P./Yi, Youjae (1988): On Evaluation of Structural Equation Models. In: Journal of the Academy of Marketing Science, 16. Jg., Nr. 2, S. 74-94.
    • Baumgarth, Carsten/Evanschitzky, Heiner (2005): Die Rolle von Replikationen in der Marketingwissenschaft. In: Marketing ZFP, 27. Jg., Nr. 4, S. 253-262.
    • Barksdale, Hiram C./Powell, Terry E./Hargrove, Earnestine (1984): Complaint voicing by industrial buyers. In: Industrial Marketing Management, 13. Jg., Nr. 2, S. 93-99.
    • Bitner, Mary J./Hubbert, Amy R.(1994): Encounter Satisfaction Versus Overall Satisfaction Versus Quality. In: Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Thousand Oaks, CA: Sage Publications, S. 72-94.
    • Blodgett, Jeffrey G./Hill, Donna J./Tax, Stephen S. (1997): The effects of distributive, procedural, and interactional justice on postcomplaint behavior. In:Journal of Retailing, 73. Jg., Nr. 2, S. 185-210.
    • Davidow, Moshe/Leigh, James H. (1998): The Effects of Organizational Complaint Responses on Consumer Satisfaction, Word of Mouth Activity and Repurchase Intentions. In: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11 Jg., S. 91-102.
    • Davidow, Moshe (2003): Organizational Responses to Customer Complaints: What Works and What Doesn't. In: Journal of Service Research, 5. Jg., Nr. 3, S. 225-250.
    • Durvasula, Srinivas/Lysonski, Stephen/Mehta, Subhash C. (2000): Service recovery and customer satisfaction issues with ocean shipping lines. In: European Journal of Marketing, 34. Jg., Nr. 3/4, S. 433-452.
    • Evanschitzky, Heiner/Baumgarth, Carsten/Hubbard, Raymond/Armstrong, J. Scott (2007): Replication Research's Disturbing Trend. In: Journal of Business Research, 60. Jg., Nr. 4, S. 411-415.
    • Fornell, Claes/ Larcker, David F. (1981): Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. In: Journal of Marketing Research, 18. Jg., Nr. 1, S. 39-50.
    • Gilly, Mary C./Gelb, Betsy D. (1982): Post-Purchase Consumer Processes and the Complaining Consumer. In: Journal of Consumer Research, 9. Jg., Nr. 3, S. 323-328.
    • Hair, Josef F./Anderson, Rolph E./Tatham, Ronald L./Black, William C. (2006): Multivariate Data Analysis, 5. Aufl. Upper Saddle River, NJ: Prentice Hall.
    • Hocutt, Mary Ann/Charkraborty, Goutam/Mowen, John C. (1997): The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery. In: Advances in Consumer Research, 24. Jg., Nr. 1, S. 457-463.
    • Hoffmann, K. Douglas/Kelley, Scott W. (2000): Perceived Justice Needs and Recovery Evaluation: a Contingency Approach. In: European Journal of Marketing, 34. Jg., Nr. 3/4, S. 418-432.
    • Homburg, Christian/Fürst, Andreas (2005): How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach. In: Journal of Marketing, 69. Jg., Nr. 3, S. 95-114.
    • Homburg, Christian/Fürst, Andreas (2007): Beschwerdeverhalten und Beschwerdemanagement - Eine Bestandsaufnahme der Forschung und Agenda für die Zukunft, In: Die Betriebswirtschaft, 67. Jg., Nr. 1, S. 41-74.
    • Hubbard, Raymond/Vetter, Daniel E. (1996): An Empirical Comparison of Published Replication Research in Accounting, Economics, Finance, Management, and Marketing. In: Journal of Business Research, 35. Jg., Nr. 2, S. 153-164.
    • Matos, Celso A. de/Henrique, Jorge L./Rossi, Carlos A. V. (2007): Service Recovery Paradox: A Meta-Analysis. In: Journal of Service Research, 10. Jg., Nr. 1, S. 60-77.
    • Maxham III, James G./Netemeyer, Richard G. (2002): A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. In: Journal of Marketing, 66. Jg., Nr. 4, S. 57-71.
    • Maxham III, James G./Netemeyer, Richard G. (2003): Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling. In: Journal of Marketing, 67 Jg., Nr. 1, S. 46-62.
    • Nunnally, Jum C. (1978): Psychometric Theory, 2 Aufl., New York: McGraw-Hill.
    • Oliver, Richard L./Swan, John E. (1989): Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction. In: Journal of Consumer Research, 16. Jg., Nr. 3, S. 372-383.
    • Smith, Amy K./Bolton, Ruth N./Wagner, Janet (1999): A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. In: Journal of Marketing Research, 36. Jg., Nr. 3, S. 356-72.
    • Stauss, Bernd (2002): The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction. In: Managing Service Quality, 12. Jg., Nr. 3, S. 173-183.
    • Tax, Stephen S./Brown, Stephen W./Chandrashekaran, Murali (1998): Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. In: Journal of Marketing, 62. Jg., Nr. 2, S. 60-76.
    • Trawick, I. Frederick/Swan, John E. (1981): A model of industrial satisfaction/complaining behavior. In: Industrial Marketing Management, 10 Jg., Nr. 1, S. 23-30.
    • Voorhees, Clay M./Brady, Michael K./Horowitz, David M. (2006): A Voice from the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers. In: Journal of the Academy of Marketing Science, 34. Jg., Nr. 4, S. 513-27.
    • Webster, F. (1978): Management science in industrial marketing. In: Journal of Marketing, 42. Jg., Nr. 1, S. 21-27.
    • Williams, Alvin/Rao, C. P. (1980): Industrial buyer complaining behavior. In: Industrial Marketing Management, 9. Jg., Nr. 4, S. 299-304.
    • Zeithaml, Valerie A./Berry, Leonard L./Parasuraman, A. (1996): The Behavioral Consequences of Service Quality. In: Journal of Marketing, 60. Jg., Nr. 2, S. 31-46.
  • No related research data.
  • No similar publications.

Share - Bookmark

Cite this article