Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
研究竞争和投诉处理程序如何影响消费者投诉结果的愉悦或失望体验，发现补偿是主要影响因素，且竞争与愉悦呈非线性关系。
This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions. Moreover, the relative impact of consumer loyalty as well as various aspects of complaint handling procedures on the creation of delightful or disappointing resolutions to consumer complaints is examined. Consumer delight and disappointment with complaint outcomes are found to be primarily influenced by compensatory aspects of complaint resolutions.