The Influence of Service Recovery Evaluation on Customer Post-Complaint Behavior

10.6702/ijbi.2006.1.1.3

Fredy Valenzuela；Arturo Z. Vasquez-Parraga；Orlando Llanos；Sonia Vilches

customer service recovery ； customer post-complaint behavior ； long-term customer-seller relationship

International Journal of Business and Information

1卷1期（2006 / 06 / 01）

53 - 73

英文

Several studies have focused on the influence of service recovery efforts on customers' post-complaint responses. However, customer outcomes consisting of responses that can lead to long-term buyer-seller relationships have not been thoroughly investigated. Using a customer sample in an emerging economy, Chile, this paper studies the relationship between service recovery evaluation (SRE) and a long-term customer post-complaint behavior (LTC-PCB) consisting of customer trust, relationship commitment, and loyalty. With regard to SRE dimensions, the study shows that compensation and employee behavior are directly related to trust and indirectly related to both commitment and loyalty. The study also shows that another dimension, promptness, is not significant for customers. In other words, customers do not give great importance to the amount of time that companies take to handle complaints as long as the complaints are resolved.