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Age Matters : How Developmental Stages of Adulthood Affect Customers Reaction to Complaint Handling Efforts

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Gelbrich, Katja ; Roschk, Holger ; Müller, Jana:
Age Matters : How Developmental Stages of Adulthood Affect Customers Reaction to Complaint Handling Efforts.
In: Journal of retailing and consumer services. Bd. 20 (2013) Heft 2. - S. 154-164.
ISSN 0969-6989

Kurzfassung/Abstract

This research examines how age moderates the impact of justice perception (i.e., distributive, procedural, and interactional justice) on post-complaint satisfaction. By tracking the three justice dimensions' effect sizes across different ages, we identify four developmental stages of adulthood, which are separated by five-year transition periods. The stages are young (18–27 years of age), early (33–43), middle (49–57), and late adulthood (≥63). The moderation results show that the impact of distributive justice on satisfaction peaks in middle adulthood and the effect of procedural justice in early adulthood. Finally, the effect of interactional justice dips in early adulthood. Managerial and theoretical implications are discussed.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:Age; Developmental stages of adulthood; Justice theory; Customer satisfaction; Service recovery
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Internationales Management
Weitere URLs:
Peer-Review-Journal:Ja
Titel an der KU entstanden:Ja
Eingestellt am:02. Mai 2013 15:53
Letzte Änderung:31. Mär 2015 16:50
URL zu dieser Anzeige:http://edoc.ku-eichstaett.de/12354/