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Organizational response to goods failure complaints: the role of culture on perceptions of interactional justice and customer satisfaction

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dc.contributor.authorMuralidharan, Etayankara
dc.contributor.authorGuo, Wenxia
dc.contributor.authorFazel, Hesham
dc.contributor.authorWei, William Xiaojun
dc.date.accessioned2022-08-24
dc.date.accessioned2022-10-12T21:20:32Z
dc.date.available2022-10-12T21:20:32Z
dc.date.issued2021
dc.description.abstractIt is well recognized that in a service failure context, cultural value orientations interact with firm responses to service failures to influence perceptions of fairness (justice) and satisfaction. We examine whether this effect is applicable in the case of goods failure complaint context. Using an experimental design with data from Hong Kong and Canada, we investigate how customer evaluations of firm responses are influenced by interplay of consumers’ value orientation and nature of firm responses to the goods failure complaint [whether complaint resolution is initiated by the firm (vs. initiated by the customer), customer is informed about the progress of complaint resolution (vs. not informed about the progress)]. Our findings reveal that the cultural values of collectivism and uncertainty avoidance do interact with the nature of firm’s response to influence perception of interactional justice. Finally, interactional justice positively impacts overall complaint resolution satisfaction.
dc.format.extent434.85KB
dc.format.mimetypePDF
dc.identifier.citationMuralidharan, E., Guo, W., Fazel, H., & Wei, W. (2021). Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction. Global Business Review, 22(6), 1327–1344. https://doi.org/10.1177/0972150919861783
dc.identifier.doihttps://doi.org/10.1177/0972150919861783
dc.identifier.urihttps://hdl.handle.net/20.500.14078/2787
dc.languageEnglish
dc.language.isoen
dc.rightsAll Rights Reserved
dc.subjectsatisfaction
dc.subjectcultural values
dc.subjectinteractional justice
dc.subjectorganizational response
dc.subjectproduct complaint
dc.titleOrganizational response to goods failure complaints: the role of culture on perceptions of interactional justice and customer satisfactionen
dc.typeArticle Post-Print

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