Impacts of Organizational Responses on Complainants' Justice Perceptions and Post-Purchase Behaviors

Abstract

This study examined the impacts of organizational responses on complainants' justice perceptions and post-purchase behaviors. Specifically, the impacts of apology, redress, explanation, attentiveness, facilitation, effort and promptness on complainant's justice perceptions were assessed. Furthermore, the effects of these justice perceptions on complainants' satisfaction, repurchase and word-of-mouth intentions were analyzed using a sample of international tourists visiting a Mediterranean island. The findings demonstrated that organizational responses had a strong effect on justice perceptions and distributive justice had the largest effect on complainants' satisfaction. Complainant satisfaction was found to have the strongest impact on repurchase intention and negative word-of-mouth (WOM) communication.

Key Words:

• Customer complaints
• organizational responses
• justice perceptions
• post-repurchase behaviors