A meta-analysis of satisfaction with complaint handling in services
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The moderator analysis for study characteristics in Orsingher et al. (2010) is limited to accumulated relationship strength, which does not show to what extent single model relationships are strengthened or weakened by each moderator.
“Finally, although the authors include several moderators (study characteristics and societal culture), the moderator analysis for study characteristics is limited to accumulated relationship strength, which does not show to what extent single model relationships are strengthened or weakened by each moderator.”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Orsingher, Valentini, and de Angelis 2010
Orsingher, Valentini, and de Angelis (2010) do not integrate organizational responses.
“Orsingher, Valentini, and de Angelis (2010) do not integrate organizational responses.”
From A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011) · cites this paper as Orsingher, Valentini, and de Angelis 2010
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“High uncertainty avoiding cultures need structured relationships and call for immediate and professional response in unclear situations (Reimann et al. 2008; Patterson et al. 2006 ).”
BackgroundInfluentialService Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
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“High uncertainty avoiding cultures need structured relationships and call for immediate and professional response in unclear situations (Reimann et al. 2008; Patterson et al. 2006).”
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A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481 · see citing works
Buyers’ perceived switching costs and switching: a meta-analytic assessment of their antecedents
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- Authors
- Orsingher, C., Valentini, S., & de Angelis, M.
- Affiliations
- University of Bologna (IT)
- Corresponding author
- Orsingher, Chiara
- ORCID
- Valentini, Sara
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2009-07-16
- Volume
- 38
- Issue
- 2
- Pages
- 169-186
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2034725519
- Cited by
- 375
- References
- 11
- Citations by year
- 2026: 13 · 2025: 20 · 2024: 19 · 2023: 35 · 2022: 31 · 2021: 27 · 2020: 38 · 2019: 24 · 2018: 21 · 2017: 26 · 2016: 21 · 2015: 27 · 2014: 19 · 2013: 26 · 2012: 16
- FWCI
- 1.95
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- Archivio istituzionale della ricerca (Alma Mater Studiorum Università di Bologna) (submittedVersion)
- IRIS - Institutional Research Information System (Libera Università Internazionale degli Studi Sociali Guido Carli) (submittedVersion)
- Archivio istituzionale della Ricerca - Bocconi (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- distributive justice, interactional justice, procedural justice, customer satisfaction, word of mouth, repurchase intention, customer service, perceived justice
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