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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/20905

Title: A cross-cultural comparison of business complaint management expectations
Authors: Henneberg, Stephan C.
Gruber, Thorsten
Reppel, Alexander E.
Naudé, Peter
Ashnai, Bahar
Huber, Frank
Chowdhury, Ilma Nur
Issue Date: 2015
Publisher: © Taylor & Francis
Citation: HENNEBERG, S.C. ...et al., 2015. A cross-cultural comparison of business complaint management expectations. Journal of Marketing Theory and Practice, 23(3), pp. 254-271.
Abstract: Copyright © Taylor and Francis Group, LLC. This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e., means) and the buyer's value perceptions (i.e., ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the United Kingdom). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer complaint resolution attributes compared to Germans. Our study is the first to present a model of complaint management expectations incorporating the role of culture, and it provides managerial directions on standardization and adaption of complaint resolution attributes. Furthermore, it evaluates justice dimensions (especially interactional justice) and their impact on perceptions of complaint management.
Description: This paper is in closed access until 9th Dec 2016.
Version: Accepted for publication
DOI: 10.1080/10696679.2015.1032392
URI: https://dspace.lboro.ac.uk/2134/20905
Publisher Link: http://dx.doi.org/10.1080/10696679.2015.1032392
ISSN: 1069-6679
Appears in Collections:Closed Access (Business School)

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